[What the role is]
The Environmental Protection Quality Service Branch is responsible for managing public feedback on pollution control and waste management matters. This is done in support of four (4) key divisions within EP: Pollution Control 1 Division, Pollution Control 2 Division, Waste Management Division, and Environmental Monitoring and Modelling Division. The feedback is received from diverse stakeholders ranging from members of the public to Members of Parliament, including those addressed to NEA and MSE senior management. The branch manages this feedback in a sustainable and citizen-centric manner, whilst ensuring timeliness of service delivery in compliance with NEA's service standards and protocols.
[What you will be working on]
Service Quality Management
- Conduct service audits to evaluate compliance with established processes and assess service delivery quality within assigned areas
- Assist in developing corrective action plans and collaborate with Operations staff to implement remedial measures
- Monitor service delivery performance metrics and support maintenance of quality standards across divisions
- Provide advisory support to officers on service-related matters, policy interpretation, and case management protocols
Strategic Case Management
- Support implementation of NEA case management frameworks for handling complex exceptions and escalated cases
- Coordinate with external agencies and key stakeholders to resolve complex multi-jurisdictional cases
- Assist in providing oversight for high-priority case resolution initiatives
Reporting and Analysis
- Prepare comprehensive reports with clear structure and analysis to convey information to senior management
- Support quality assurance processes to ensure reports are accurate, complete, and provide actionable insights for decision-making
- Conduct root cause analysis and assist in developing action plans to address identified service gaps
Process Improvement and Innovation
- Support establishment of monitoring systems for service standards and process compliance across operational areas
- Assist in adoption of digital tools and technologies to improve service delivery efficiency and effectiveness
- Help track and resolve service policy implementation issues and systemic challenges
- Participate in cross-functional teams and coordinate inputs across multiple digital platforms for enhanced service integration
[What we are looking for]
The job might be for you if you possess the following qualities:
- At least 3 - 5 years of working experience, preferably in cross-functional reviews working with diverse stakeholders from the private, public and people sectors
- Good understanding of the works of the other agencies, for example, MSO, BCA, MOM, LTA, and other departments within NEA
- Good knowledge of data analytics tools to analyse and make sense of feedback data to aid policy reviews and improve service quality and operations
- Good understanding of and keen interest in pollution control and waste management issues
- A team player with excellent communication and interpersonal skills
- Excellent communication skills and emotional intelligence and enjoys working with others
- Meticulous, analytical with good writing skills
- Organized and able to multi-task
- Mature, independent, and resourceful
- Highly resilient and able to handle adverse situations and difficult customers
- Self-driven and always ready to strive for improvement
