Assistant Manager/Manager, Service Delivery

[What the role is]

[What the role is]
Drive automation and productivity efforts in the areas of funding, programme and grant management, to help services and initiatives better meet the needs of audiences such as SSAs and service users.

[What you will be working on]

[What you will be working on]

Be part of a team that seeks to develop the social service sector and ensure that critical needs receive targeted support, to achieve better outcomes for service users in need. Duties include the following:

1. Review and enhance processes in funding and programme management, as well as grant application and administration, to improve the delivery of resources for social services and sector development.

• Understand the business needs of fund managers, programme managers, social service providers and other relevant stakeholders.

• Work with stakeholders to map current processes and identify pain-points, redundancies and bottlenecks using continuous improvement frameworks such as Service Design Mapping.

• Identify and prioritise opportunities for improvements to efficiency, effectiveness and user experience for critical service delivery tasks, including a) administration and disbursement of funding b) oversight and reporting for funded services c) governance and reporting for community funding sources and d) grant application and assessment.

• Reduce manual effort required for day-to-day service delivery work, enabling greater focus on strategic sector development initiatives.

2. Develop and implement initiatives to automate and streamline workflows and processes, adapting for the needs of the social service sector.

• Conduct environment scans, research on technological solutions and familiarise with GovTech Stack for automation, productivity and process improvement.

• Work with stakeholders to plan and develop product roadmap for the application of above solutions for prioritised workflows and processes.

• Apply service delivery and sector developer lens, to ensure solutions meet specific needs of community funding and social service provision.

• Drive the design and development of automation and productivity solutions using AGILE and in adherence to governance requirements. Such solutions may include the use of artificial intelligence and robotic process automation, in partnership with stakeholders.

• Lead the proof of concept/proof of value, implementation and scaling up of such solutions, which may include enhancing existing systems/platforms, deployment in Government cloud environment (GCC), producing user manuals, training of users and knowledge transfer to other staff.

• Participate in testing, debugging, and documenting new features and enhancements.

• Maintain and enhance solutions as processes and technology evolves, and exploit opportunities to apply existing solutions to new areas of work.

3. Support the Services Group and NCSS as and when required.

[What we are looking for]

Personal Competencies:

• Working Effectively with Citizens and Stakeholders

• Improving and Innovating Continuously

• Social Service Sector Knowledge

• Change Management

• Social Service Planning

• Design Thinking

Skills Required:

• Automation and Productivity Solutions

• Process Redesign Skills

• Project Management Skills

• Stakeholder Management Skills

• Influencing, Facilitation and Communication Skills

• Sector/Domain Knowledge

Experience & Special Certification(s):

NA

Only shortlisted candidates will be notified.

[What we are looking for]

NA