Job Description

What the role is:As a member of Team Central Provident Fund (CPF), you will play a crucial role in helping over 4 million members save for their retirement, healthcare, and housing needs as well as helping them cope with life's uncertainties. With a fulfilling career, career growth, and development opportunities, you will be part of a big family of dedicated professionals. Join us and champion financial security for Singaporeans while leaving a lasting legacy.What you will be working on:As a member under the Service Centre Performance Operations Unit, you will be responsible for spearheading initiatives to optimise customer service experiences and operational efficiency. Your broad responsibilities include: Planning, conceptualising, and developing comprehensive strategies for counter and call appointment services to elevate customer satisfaction and streamline operations. Conducting research, benchmarking, and comparative studies to remain at the forefront of digital and technological advancements in counter service. Identifying opportunities for enhancing customer delight and recommending their implementation within the organization. Gathering and analysing customer insights, identifying trending topics, and pinpointing service gaps and policy issues. Developing actionable recommendations to address these concerns and improve overall service delivery. Overseeing and maintaining operational systems utilised by the service centres, ensuring their smooth functioning and optimisation. Establish and implement monitoring system for service performance and leveraging on operations research models or analytical tools to continuously analyse data for customer insights, trending topics, gaps, process improvements and service delivery. Providing guidance and support to Executives on daily operations, including statistics reporting, general administrative duties, and procurement matters.What we are looking for:

• Prior experience in project management, particularly in service operations or customer service settings. Familiarity with a wide range of statistical and process improvement tools to solve problems and mine data for business insights, such as Excel, UiPath, Power BI, SAS, or Python. Experience in data visualisation tools such as Canva would be preferred Good analytical skills with the ability to gather, analyse, and interpret data to drive decision-making. Good communication and presentation skills, with the ability to convey complex information in a clear and concise manner. Strong organisational skills with keen attention to detail. The successful candidate will hold the corporate title of Manager/Senior Manager with seniority based on individual work experiences. What you can expect A challenging and rewarding career A variety of formal and informal training to enhance your skills in the evolving technology landscape Promotion opportunities based on your capability and on-the-job performance A friendly work environment with like-minded colleagues to co-create and collaborate together A hybrid work model allowing remote work for up to 50% of the time, contingent upon the exigencies of service A productive yet growth-oriented workplace with a flexible dress code empowering you to decide your appropriate outfit for the day A comprehensive rewards package Annual leave and pro-family leave Medical and dental benefits Access to recreational activities Position is on a 1-year full-time contract directly under the payroll of CPF Board with an option to renew, contingent upon confirmation and subject to organisational needs. Additionally, there is potential for emplacement into a permanent position About Central Provident Fund Board At the Central Provident Fund (CPF) Board, we believe in developing individuals who are inspired to do their life's best work, through 3Ps: Purposeful Work, Professional Growth, People & Culture. Purposeful Work - The CPF Board helps 4 million members save for their retirement, healthcare and housing needs. Beyond being a pension fund, we are unique in being a national social security organisation, and we serve CPF members knowing that we make a difference. Professional Growth - At CPF Board, you will have the opportunity to learn on the job and pick up new skills and knowledge. Although you are joining one organisation, you will have access to many career paths in the years ahead. People and Culture - When you join CPF Board, you become part of a mission-oriented organisation with a strong culture of teamwork, collaboration, and innovation. As an employer, we value our people as our greatest asset, and foster a culture of respect, diversity, and inclusivity, where everyone's voice is heard, and contributions are recognised and celebrated. Come and be a part of #TeamCPF today, to make a difference in the lives of others and in the future of Singapore.

About Central Provident Fund Board:At the Central Provident Fund (CPF) Board, we believe in developing individuals who are inspired to do their life's best work, through 3Ps: Purposeful Work, Professional Growth, People & Culture. Purposeful Work - The CPF Board helps 4 million members save for their retirement, healthcare and housing needs. Beyond being a pension fund, we are unique in being a national social security organisation, and we serve CPF members knowing that we make a difference. Professional Growth - At CPF Board, you will have the opportunity to learn on the job and pick up new skills and knowledge. Although you are joining one organisation, you will have access to many career paths in the years ahead. People and Culture - When you join CPF Board, you become part of a mission-oriented organisation with a strong culture of teamwork, collaboration, and innovation. As an employer, we value our people as our greatest asset, and foster a culture of respect, diversity, and inclusivity, where everyone's voice is heard, and contributions are recognised and celebrated. Come and be a part of #TeamCPF today, to make a difference in the lives of others and in the future of Singapore.

Central Provident Fund Board