What The Role Is
We are looking for a highly motivated and responsible individual to join our team. In this role, you will work with various stakeholders within the organisation to ensure smooth operation of HDB's services, monitor and analyse key service performance indicators to improve customer experience, and support strategic decision-making.
You will also be required to work with various stakeholders (operational users, IT, and external vendors) on system enhancements, troubleshooting and resolution of technical issues.
What You Will Be Working On
- Monitor organisational service performance indicators on a regular basis and conduct in-depth analysis of performance data to improve customer experience.
- Use Whole of Government Application Analytics (WOGAA) framework to analyse digital service performance and coordinate with various business process owners to identify user experience issues and service enhancements.
- Prepare regular service performance reports and deliver presentations to senior management, highlighting key findings, trends, and recommendations for operational improvements.
- Collaborate with IT and relevant stakeholders on system enhancements for HDB's Correspondence Management System and implement initiatives to improve service standards e.g. curation of templated replies, refinement of feedback categories, and compliance with service level timelines.
- Conduct trainings and briefings to operational users on new system initiatives.
What We Are Looking For
Education & Experience:
- Background in Real Estate, Estate Management, Business Administration, or related field.
- Minimum 3 years of experience in operational or case management roles, preferably within government agencies or public sector organisations.
- Demonstrated experience in customer service operations, workflow management, and service delivery processes.
- Previous exposure to correspondence management systems or similar customer-facing platforms is highly desirable.
- Proven track record in monitoring service performance indicators, conducting data analysis for operational improvements, and preparing statistical reports for management review.
- Experience in stakeholder engagement and cross-functional project coordination, particularly in system enhancement or process improvement initiatives.
Technical Skills: - Proficiency in statistical analysis software such as Excel (advanced functions), R, or related tools.
- Experience with digital analytics tools like Google Analytics and user experience measurement tools for performance reporting.
Soft Skills: - Strong verbal and written communication and interpersonal skills.
- Possess a customer-centric mindset with strong analytical and problem-solving skills.
- Detail-oriented, curious, and proactive in identifying new opportunities for analysis.
Successful candidate will be offered a 1+1 year contract.
All applicants will be notified on whether they are shortlisted for the position within 4 weeks of the closing date of this job posting.
