Job Description

What the role is:You lead a team to operationalise and manage the NS Contact Centre (NSCC) to ensure a high degree of efficiency in its operations; and undertakes management reporting, operations/performance analysis, content and feedback management to achieve a high level of service delivery and customer experience.What you will be working on:You drive also the resolution of systemic issues in NSCC case management. In addition, you optimise the management and deployment of lean resources to meet our service delivery requirements and targets. Your challenge lies in managing a multitude of stakeholders to ensure good services for our customers.What we are looking for:You must have a tertiary qualification in Business, Service Management or equivalent discipline. You should have at least 8 years\' work experience in customer service design or service operations, along with 5 years\' managerial experience. Having at least 3 years of experience in contract or vendor management is preferred. Only shortlisted candidates will be notified.About MINDEF:The mission of MINDEF and the Singapore Armed Forces is to enhance Singapore\'s peace and security through deterrence and diplomacy, and should these fail, to secure a swift and decisive victory over the aggressor. The Defence Executive Officer (DXO) scheme is the non-uniformed career scheme of MINDEF that offers myriad opportunities in various job functions, such as corporate communications, cyber security, data analytics and visualisation, defence policy, finance, HR, psychology, and more. Embodying the same level of commitment towards defence, DXOs work together with their military counterparts to contribute to MINDEF/SAF\'s mission and ensure Singapore\'s security and stability. United by this common cause, our lines of defence complement each other to secure the prosperity and progress of our nation.

Ministry of Defence