[What the role is]
- Develops and implements service excellence initiatives in People's Association (PA) to strengthen the organisation's service capabilities to deliver great service experience across PA's service channels and touch points.
- Develops, and implements organisational excellence initiatives in PA to build capacity and culture for transformation and change, to improve PA's effectiveness for the long-term.
[What you will be working on]
SERVICE EXCELLENCE
- Collaborates with stakeholder divisions to develop, review and implement the Service Excellence, Service Transformation and Service Performance framework and organisation-wide systems that will strengthen the service capabilities in PA to meet the needs of residents.
Service Operations & Quality Management
- Manages the service delivery standards for the PA's resident-facing outlets through conducting service audits, benchmarking surveys, monitoring progress and ensuring compliance with service standards across all touch points.
- Develops and reviews service policies and guides, and ensures stakeholders and staff are updated of service standards and policies for compliance in the delivery of service across all touchpoints.
- Manages the PA Feedback Management and Monitoring Platforms, including PA@ServiceSG Contact Centre, AskPA Chatbot, AskGov, Appeal Management System (AMS) and Whole-of-Government Application Analytics (WOGAA), to ensure accuracy and relevance of PA's service performance data, and to drive necessary interventions and actions to meet prescribed performance indicators.
- Facilitates the PA QSM functions and the management of sensitive or highly complex feedback cases in collaboration with relevant stakeholder division(s).
- Collates relevant service data points, analyses them to provide actionable insights, and works with stakeholder divisions to enhance service delivery and/or address service gaps.
ADMINISTRATIVE DUTIES
- Prepares/drafts concepts, presentation slides, communication messages, articles, tender documents and other administration requirements to support the Division.
- Organises meetings and focus group discussions with stakeholders, and takes notes of meetings, when required.
- Represents the Division in inter-divisional and inter-agency committees.
- Organises Divisional workplan and teambonding sessions.
[What we are looking for]
Experience & Skills
- At least five years work experience, preferably in the area of service excellence or organisational development/excellence.
- Customer-oriented with excellent communication (both written and verbal), leadership and interpersonal skills.
- Possesses good analytical skills with ability to demonstrate critical thinking skills to analyse data and translate findings into actionable insights.
- A team player who is eager to work collaboratively, able to lead a small team and multi-task across various projects.
- Able to prioritise multiple tasks and meet deadlines.
