[LTA-TRO] DEPUTY / MANAGER, ENFORCEMENT

[What the role is]

[What you will be working on]

• Lead and manage the Vehicle Enforcement's Feedback Management Team (3 executives)

  • Effective triage (classification and assessment) of feedback

  • Prompt distribution and dissemination of case files for follow up as well as timely update in feedback management system

  • Prompt handling of appeals and high-profile cases, including potential updates to management on case status

• In-depth analysis of Vehicle Enforcement's feedback

  • Trend analysis, including source of feedback, areas/locations of interest, emerging areas of enforcement concerns

  • Periodic reports to management on feedback analysis, as well as responsible to handle request for feedback analysis from other departments

  • Work with Ops team to plan for efficient deployment of resources, e.g. deployment to certain locations with high concentration of feedback

• Identify tools and new technology for more efficient feedback management and handling, e.g. AI for quick analysis of long feedback, data analysis, dashboarding for overall feedback health status.

• Collaborate with EC3S/tech teams to streamline feedback flow from feedback management system (EFMS) to case management system (EC3S)

  • Explore possibility of single source of truth for all data flow

  • Tap on case management system's capabilities and data for analysis and performance tracking, e.g. time taken to respond to cases, geo-tagging of incidents, etc

In addition, you are also expected to support the section in all operations matters, including but not limited to writing of contractual papers, budgeting, management of staff, and formulation/review of deployment plans, enforcement strategies, policies and business continuity plans.

[What we are looking for]

. At least 3 years of working experience is preferred
. Past experience in enforcement, regulatory and supervisory functions would be advantageous
. Positive attitude and able to thrive in a fast-paced working environment
. Good conceptual, planning and organising skills
. Bilingual with good communication (verbal and written) and leadership skills
. Resourceful, independent and self-motivated as well as a team player