Senior Manager (service Excellence)

Service Excellence Initiative Manager

Develops and implements service excellence initiatives in People's Association (PA) to strengthen the organisation's service capabilities to deliver great service experience across PA's service channels and touch points. Develops, and implements organisational excellence initiatives in PA to build capacity and culture for transformation and change, to improve PA's effectiveness for the long-term.

SERVICE EXCELLENCE

• Collaborates with stakeholder divisions to develop, review and implement the Service Excellence, Service Transformation and Service Performance framework and organisation-wide systems that will strengthen the service capabilities in PA to meet the needs of residents.

Service Operations & Quality Management

• Manages the service delivery standards for the PA's resident-facing outlets through conducting service audits, benchmarking surveys, monitoring progress and ensuring compliance with service standards across all touch points.
• Develops and reviews service policies and guides, and ensures stakeholders and staff are updated of service standards and policies for compliance in the delivery of service across all touchpoints.
• Manages the PA Feedback Management and Monitoring Platforms, including PA@ServiceSG Contact Centre, AskPA Chatbot, AskGov, Appeal Management System (AMS) and Whole-of-Government Application Analytics (WOGAA), to ensure accuracy and relevance of PA's service performance data, and to drive necessary interventions and actions to meet prescribed performance indicators.
• Facilitates the PA QSM functions and the management of sensitive or highly complex feedback cases in collaboration with relevant stakeholder division(s).
• Collates relevant service data points, analyses them to provide actionable insights, and works with stakeholder divisions to enhance service delivery and/or address service gaps.

ADMINISTRATIVE DUTIES

• Prepares/drafts concepts, presentation slides, communication messages, articles, tender documents and other administration requirements to support the Division.
• Organises meetings and focus group discussions with stakeholders, and takes notes of meetings, when required.
• Represents the Division in inter-divisional and inter-agency committees.
• Organises Divisional workplan and teambonding sessions.

Experience & Skills

• At least five years' work experience, preferably in the area of service excellence or organisational development/excellence.
• Customer-oriented with excellent communication (both written and verbal), leadership and interpersonal skills.
• Possesses good analytical skills with ability to demonstrate critical thinking skills to analyse data and translate findings into actionable insights.
• A team player who is eager to work collaboratively, able to lead a small team and multi-task across various projects.
• Able to prioritise multiple tasks and meet deadlines.