Job Description

What the role is:

At Family Life Group (FLG), our mission is to build strong and resilient families, and support them through all stages of life towards the vision of making Singapore a great place for families. The Services Division administers Government services and schemes that enable and encourage family formation. The Baby Bonus and Leave Branch administers the Baby Bonus Scheme and the Government-Paid Leave Schemes (GPLS), which are key initiatives to support Marriage and Parenthood.

What you will be working on:

This position is an excellent opportunity to hone your skills in a) operational service delivery; b) service transformation through collaboration with multiple partners; and c) vendor management. This will be in relation to (i) translating operational policy directions into operational workflows for GPLS claims by employers and self-employed and (ii) close collaboration with appointed vendors in the delivery of GPLS related services. \xe2\x80\xa2 You will be part of the team involved with operational work involving people, vendors, systems, and processes. This includes monitoring/reviewing existing workflows and developing new workflows in the day-to-day administration of GPLS. This will also include reviewing and addressing GPLS appeals from employers and self-employed parents. You will also play a key role in ensuring the assessment and reimbursement/payment of GPLS claims are done in a timely and accurate manner. \xe2\x80\xa2 Areas of focus include: o Administrating and managing contracts with appointed vendors and ensuring processing guidelines and key performance indicators are adhered to (eg: via operational indicator dashboards) o Leading the implementation of improvements to the GPLS user journey (eg: handling of claims/appeals/enquiry submissions) o Developing/Updating SOPs for appointed vendors for enquiry handing and application handling (eg: disbursements and refunds), including close supervision of vendors during initial scheme(s) implementation and related transitionary instructions and workflows o Participating in the development/provision of inputs to requirements for any system enhancements with Ops Policy and Systems teams (eg: identify impact of proposed scheme changes to operations and jointly identify possible solutions). o Continuous service improvement for clients via service delivered through appointed vendor(s)

What we are looking for:

• Self-driven and meticulous with strong analytical skills and solutioning mindset \xe2\x80\xa2 Able to work independently and as part of a team, with good inter-personal skills working with key stakeholders in and across public and private sectors \xe2\x80\xa2 Excellent written and communication skills \xe2\x80\xa2 Proven working experience of at least 5 years in a supervisory position in operations and service delivery (with systems development involvement) \xe2\x80\xa2 Tertiary qualifications

About Ministry Of Social And Family Development:

\xe2\x80\x9cWe are Professionals with Passion for People\xe2\x80\x9d The Ministry of Social and Family Development (MSF) develops the \xe2\x80\x9cheartware\xe2\x80\x9d for Singapore through our policies, community infrastructure, programmes and services. Our mission is to nurture resilient individuals, strong families and a caring society that can overcome challenges together. We are committed and passionate in developing a strong social service sector, and play key roles in shaping the future of Singapore. Through these efforts, we hope to play a part in helping our citizens achieve their hopes and aspirations for themselves and their families. A career in MSF is a challenging and fulfilling one that allows you to make a difference in shaping the lives of Singaporeans. If you are driven and enjoy working in a fast-paced environment, we welcome you to be part of the MSF Family!

Ministry of Social and Family Development