Assistant Manager/Manager (Quality Service Department)

[What the role is]

You will assist the Quality Service Department (QSD) to process stakeholders’ appeals and non-appeals, perform service recovery to ensure service quality issues are addressed effectively and efficiently under the Public Health Pillar in accordance to NEA service levels and service standards. It is a fast-paced environment that would require the ability to manage multiple priorities at the same time.

[What you will be working on]

• Produce regular reports and make improvements to updates/ recommendations based on appeals and non-appeals received.
• Ensure consistency and quality of responses to private/ public individuals and entities.
• Perform service recovery process to ensure service quality issues are addressed effectively and efficiently.
• Facilitate effective work processes within a team, with other departments in the organisation as well as other partners and various government agencies/ bodies.
• Carry out and monitor service quality improvement projects and initiatives in collaboration with internal stakeholders.
• Develop/review strategies and work processes for effective service delivery to stakeholders within the service levels.
• Develop data visualisation for both internal and external stakeholders to aid recommendations for operational planning, review of service strategies/ policies, and service delivery improvements.
• Evaluate the impact of digital technology/ tools on improvements in service experience and productivity.

[What we are looking for]

• Keen interest in environmental public health and service excellence.
• A strong team player with excellent written and verbal communication, interpersonal and listening skills, and the ability to work effectively with internal and external stakeholders.
• Meticulous, well-organised and able to manage multiple priorities concurrently, work independently and deliver quality work within tight timelines.
• Mature, resourceful and adaptable, with the ability to remain composed under pressure.
• Possess good analytical, problem-solving and presentation skills.
• Proficient in Microsoft Office applications and familiar with the use of AI tools such as Pair Chat, ChatGPT and Microsoft Copilot.
• Possess working knowledge of data preparation, data analytics and data visualisation tools and techniques (e.g. Qlik Sense), with the ability to analyse service quality and operational data and translate findings into meaningful insights and reports.
• Able to support process and service quality reviews, including conducting audits and checks to assess compliance with established processes and identify areas for improvement.
• Good command of written and spoken English.