Executive / Senior Executive (Operations), Community Mediation Unit
Salary undisclosed
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What You Will Be Working On
Key Competencies
- Administers and manages all applications and referrals for mediation received by the CMC within approved public service standards and timeline.
- Processes all applications and referrals, end-to-end, in accordance with the Unit’s Standard Operating Procedures and standing instructions.
- Selects suitable mode of mediation and sets it up according to the needs to the parties and ensure the necessary resources are available.
- Works with different stakeholders in the management of mediation session when required, including but not limited to CMC’s volunteer mediators and partners from other government agencies.
- Manages the various demands and expectations of parties, including those who have been ordered to attend mediation by law, effectively.
- Able to perform basic data generation tasks required for reports or presentations.
- Able to create presentation materials required for meetings or briefings.
- Assists in the management of CMC's events including the annual mediator appreciation event(s) and other public outreach programmes as and when required.
Key Competencies
- [Customer Service and Case Management] Effectively deliver services, coordinate and manage service cases, from the start of service requests to their resolution, including resolving service challenges and performing service recovery where needed.
- [Service Operations Planning and Management] Establish systems, processes and resources (including outsourced partners) needed to deliver services effectively and efficiently.
- [Service Quality and Standards] Manage, develop and review the quality of services delivered through establishment of quality assurance standards and conducting quality checks to identify areas of improvement.
- Fluent in English, a vernacular and/or dialect.
- Expected to exercise initiative, adapt quickly to situations and possess excellent interpersonal skills to be able to manage people with various expectations.
- Able to write well and be proficient in the current IT tools and platforms including Zoom.
- Able to work independently as well as in a team, have a keen eye for attention to details, reliable and be able to remain level-headed during peak periods to ensure work is completed timely and expediently.
- Experience in customer service, frontline operations and mediation related work will be to key assets for this position.
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