What you will be working on

In this role, you will:

• Plan, conceptualise, and develop comprehensive strategies for counter and call appointment services to elevate customer satisfaction and streamline operations.
• Conduct research, benchmarking, and comparative studies to remain at the forefront of digital and technological advancements in counter service.
• Identify opportunities for enhancing customer delight and recommend their implementation within the organisation.
• Gather and analyse customer insights, identify trending topics, and pinpoint service gaps and policy issues.
• Develop actionable recommendations to address these concerns and improve overall service delivery.
• Oversee and maintain operational systems utilised by the service centres, ensuring their smooth functioning and optimisation.
• Establish and implement monitoring systems for service performance, leveraging operations research models or analytical tools to continuously analyse data for customer insights, trending topics, gaps, process improvements and service delivery.
• Provide guidance and support to Executives on daily operations, including statistics reporting, general administrative duties, and procurement matters.

What are we looking for

We value the diverse talents and experiences that each individual brings to the table. While mastery of every requirement may not be necessary, familiarity and expertise in some of the following areas will position you for success within this team.

• Relevant 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, will be an added advantage.
• Have experience in analytical skills with the ability to gather, analyse, and interpret data to drive decision-making.
• Have experience in organisational skills with keen attention to detail.
• Communicates effectively, both in writing and speaking.
• Works independently and manages priorities effectively.
• Adaptable and resourceful in handling different tasks and challenges.

The seniority of appointment and actual corporate job title will commensurate with individual work experiences.

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.