MANAGER/SENIOR MANAGER, SERVICE EXCELLENCE (Service, Process and System Improvements)

About the Role

You will join the Service Excellence Team in the Services Division, KidSTART Singapore Limited (KSL). This team sits within the Operations Planning Department, which translates policies into operational frameworks and drives service improvements through data, technology and service transformation.

As a Manager/Senior Manager in the team, you will drive initiatives to achieve service excellence for the Division, through process and service design reviews and translating business needs into system enhancements.

You will maintain strategic oversight of the Division's systems and processes to ensure a coherent end-to-end user journey, and drive change management efforts to embed digital solutions and enhancements into the Division's operating model.

Key Responsibilities

Business Process & Service Design Improvements

• Drive end-to-end process and service design reviews for continuous improvement, to reduce manual work and improve service delivery, productivity and/or compliance.
  
• Actively identify opportunities for automation and digitalisation to reduce manual work, duplication and inefficiencies and coordinate their development with the Service Transformation team.
  
• Develop and maintain documentation of workflows, procedures, and processes to ensure standardization and consistency.

Systems Enhancement & Optimisation

• Gather, assess and prioritise stakeholder requests, translating operational needs into business and functional requirements.
  
• Coordinate solution design, user acceptance testing, implementation planning, conduct post-implementation reviews establish feedback loops to monitor effectiveness.
  
• Take a future-oriented and user-centric lens in identifying system design improvements.
  
• Work with the Data Integrity, KPI and SSR Manager to analyse data, define operational or performance gaps and guide the system and process improvements needed to close these gaps.
  
• Actively use relevant data insights to identify improvement opportunities and assess outcomes.

Operational Integration and Change Management

• Develop Change Management Plans to embed and integrate new applications and solutions into existing service processes, controls and operating procedures.
  
• Maintain oversight and ownership of end-to-end user journeys across systems and processes to ensure coherence across the Division's transformation and service excellence efforts.

Competencies

• Meticulous and detailed, yet able to hold the big picture view and align improvements with the Division's broader strategic outcomes and vision.
  
• Skilled in process analysis, design, optimisation, mapping skills, problem-solving.
  
• Ability to diagnose root causes, evaluate options, and resolve complex operational issues.
  
• Ability to translate operational needs into clear and practical process, system and functional requirements.
  
• Sound knowledge of system enhancement lifecycles, from requirements gathering, user acceptance testing, backlog prioritisation, implementation and post-launch monitoring and feedback gathering.
  
• Strong documentation and coordination skills, with the ability to convert complex requirements into clear and actionable deliverables.
  
• Strong engagement, facilitation, communication, documentation and presentation skills able to engage operational teams, technology partners, vendors and present to senior management.
  
• Ability to take ownership of outcomes, manage competing priorities and deliver in a dynamic environment.
  
• Manage multiple projects involving multiple stakeholders to deliver agreed outcomes on time.
  
• Comfortable with defining reporting and dashboard requirements and use data to drive improvements.

Preferred Technical Capabilities

• Familiarity with workflow automation, RPA or low-code platforms, such as Power Automate.
  
• Working knowledge of Power BI and advanced Excel.
  
• Familiarity with process mapping, workflow design and requirements tools(e.g. Visio), and change management processes.
  
• Experience in system implementation or enhancement projects and comfortable working with technical teams to implement solutions. Software development experience is not required.
  
• At least 3 to 4years of relevant experience in process improvement, system enhancement or performance analysis preferred.
  
• Supervisory experience or demonstrated experience in a leadership role is an advantage but not a pre-requisite.