What the role is:You will be responsible for the management of the Ministry of National Development's (MND) service delivery operations, including handling public enquiries and managing face-to-face interactions. This role involves coordinating with internal and external stakeholders to ensure issue resolution, leading the implementation of AI chatbots to enhance service efficiency, and developing strategies to improve service standards. The ideal candidate must work well under pressure, possess strong problem-solving and communication skills, and have a keen interest in service delivery innovation.What you will be working on:The responsibilities include:- · Ensuring smooth daily operations e.g. handling daily enquiries received from the public via phone calls, emails and social media channels; · Assisting in daily triaging and assignment of cases; · Coordinating and liaising with relevant divisions and agencies to ensure end-to-end resolution for issues, to ensure that service quality is consistently delivered at all times; · Analysing and measuring service-related standards and performances at the divisional and corporate levels; · Producing trend analysis reports and participate in service improvement projects and initiatives to achieve service excellence; · Maintaining and refining Quality Service Management SOPs.What we are looking for:· At least 2 years of relevant working experience, preferably in the public sector and related to Quality Service Management; · Good organisational, communication and interpersonal skills; · Good conceptualising skills with the ability to drive initiatives; · Experience in working effectively as an individual and in teams with people at various levels. · Experience in project management and data analytics is preferred.About Ministry of National Development:The Ministry of National Development (MND), the lead government agency responsible for land use planning and infrastructure development, aims to transform Singapore into an endearing home and a distinctive global city. At MND, we aspire to create a quality, vibrant and sustainable living environment for our people. We also strive to shape Singapore into a world-class city of knowledge, culture and excellence - one which keeps pace with global challenges and the rising aspirations of Singaporeans. Our Vision: An Endearing Home, A Distinctive Global City Our Mission: Develop world-class infrastructure Create a vibrant and sustainable living environment Build rooted and cohesive communities
