Job Description

What the role is:As Manager, Innovation and Service Optimisation in the Customer Services Branch (CSB), you will leverage on stakeholder insights and adopt a data-driven approach to identify initiatives to generate ideas and partner stakeholders within CSB to redesign service processes by adopting service design and innovation models. These will include developing prototypes, implementing service innovation and processing optimisation projects across contact channels within the Branch.What you will be working on:

• Analyse contact channel data to enhance service operations and develop new service experiences \xe2\x80\xa2 Identify and implement initiatives to improve the efficiency and effectiveness of contact channels \xe2\x80\xa2 Introduce and promote the use of technology-driven productivity tools and AI applications \xe2\x80\xa2 Research and propose innovative ideas for Branch activities to foster continuous learning and technological advancement \xe2\x80\xa2 Conduct environment scanning for service benchmarking and quality improvement, and identifying best practices for ops-tech integration \xe2\x80\xa2 Keep abreast with industry trends related to service delivery and emerging technologies for quality measurements at frontline channels

What we are looking for:

• At least 2 years of relevant experience in process improvement or innovation initiatives, preferably in a contact centre or service environment \xe2\x80\xa2 Possess knowledge and/or experience in application of methodologies such as design thinking, agile project management, rapid prototyping, and/or diagnostic tools such as customer journey mapping and service blueprinting \xe2\x80\xa2 Strong project management and analytical background with excellent interpersonal, presentation and writing skills \xe2\x80\xa2 A highly organised, self-motivated and results-oriented team player \xe2\x80\xa2 Lean Six Sigma or similar certification would be an advantage In general, applicants can expect to hear from us within 3 weeks of the close of the application window. In the event where we receive a high number of applications, applicants will receive an update on their status within 5 weeks of the close of the window. As part of the processing of your application, you may be required to undergo a medical examination that will be fully paid by MOE. You will be provided with instructions regarding the medical examination. Note: The medical examination is part of the selection process and does not indicate that you have been offered the appointment. If you are facing issues submitting your application through the Careers@Gov portal, please contact us at Careers.gov.technicalhelp@psd.gov.sg for assistance.

About Ministry of Education:The wealth of a nation lies in its people - their commitment to country and community, their willingness to strive and persevere, their ability to think, achieve and excel. Our future depends on our continually renewing and regenerating our leadership and citizenry, building upon the experience of the past, learning from the circumstances of the present, and preparing for the challenges of the future. How we bring up our young at home and teach them in school will shape Singapore in the next generation. The mission of the Education Service is to mould the future of the nation, by moulding the people who will determine the future of the nation. The Service will provide our children with a balanced and well-rounded education, develop them to their full potential, and nurture them into good citizens, conscious of their responsibilities to family, society and country.

Ministry of Education