[lta - qsc2] Deputy/assistant MGR, Customer Communications & Service Culture

Customer Communications And Service Culture Division Role

You will join the Customer Communications and Service Culture (CCSC) Division and be part of the team to drive initiatives to improve our service delivery to the public. The Division is in charge of monitoring LTA service performance and also oversee initiatives to improve the service culture. Additionally, the division reviews public facing website and collaterals and letters and serve internal LTA divisions to ensure our public facing information is clear and easily understandable by members of public from different customer segments.

The workscope will include:

(a) Working with different LTA divisions to better understand customers' needs and review the public facing collaterals such as information on LTA website, Onemotoring, as well as our letters or notices to the public is clear

(b) Understand painpoint from survey and feedback data and work with divisions to leverage on various ICT tools to improve customer communications.

(c) Lead and coordinate training for divisions staff with low satisfaction scores to help improve service delivery.

(d) Liaise with internal or external stakeholders to facilitate training Support division service initiatives such positive service recognition initiatives such as Service awards, events like Townhall, workplan.

(e) Support Pro-Business related workstream and analysis.

- Background in English or Communications, with the ability to present, write and communicate well.

- Experience in service delivery, customer insights, customer experience, corporate communications, quality service management in public service preferred.

- Seniority will commensurate with experience.

As part of the shortlisting process for the role, you may be required to complete a medical declaration and/or undergo further assessment.