Job Description

What the role is:The future of our service delivery will focus on higher value work, enabled by digital solutions. We offer interesting and challenging work experience in Service Delivery and Design of Digital Services. You can look forward to opportunities to transform service delivery through leveraging new technologies deliver services that are customer-centric, data-driven, seamless and efficient. If you have what it takes, join us, and be part of the team to promote a trusted and vibrant environment for businesses in Singapore!What you will be working on:Service Delivery Provide advisory to customers' queries/feedback through different customer touch points and ensure that issues are resolved and service standards are met. This may include overseeing and managing a team of officers. Oversee and implement service recovery plans where needed Handle exception/ escalation cases & provide high value business advice & assistance Adopt design thinking concepts to seek new opportunity areas and share actionable insights to automate/streamline the internal work processes or enhance service delivery to customers Service Analytics Collect, organise and analyse data related to service operations, processes and customer interactions to identify areas for improvement and optimize performance of service operations Proficient in statistical concepts and data visualisation/analytics tools (e.g. Tableau, Power BI, SQL) Able to interpret data insights and recommend areas of improvements for our digital services Involve in service analytics project to derive insights to improve service strategy, customer journey and service experiences across different channelsWhat we are looking for:

• Professional qualifications in Business Management, Data Analytics or related fields Minimum 6 years of working experience, preferably in stakeholder engagement work and the development of business training programs Good interpersonal, communication and writing skills. Experience in external customer-facing roles will be ideal. Resourceful and able to work independently in a team environment Proactive in acquiring new knowledge and be adaptive to changes Ability to take on challenges and perform under pressure IT savvy and proficient with Microsoft Office and data visualisation/analytics tools

About Accounting and Corporate Regulatory Authority:At ACRA, we make Singapore a trusted and best place for business. Our people are proactive self-starters, empowered to create value and grow their careers in an environment that fosters trust and respect. Join us to make a difference! We now have the following exciting career opportunity available. You may also visit our career page at https://www.acra.gov.sg/careers to find out more about other career opportunities.

Accounting and Corporate Regulatory Authority