Estate Manager/ Senior Estate Manager - Business Analytics & Customer Insights (HMG)

[What the role is]

We are looking for a highly motivated and operationally experienced individual to join our team. In this role, you will work with various stakeholders within the organisation to ensure smooth operation of HDB’s services, particularly on case management, such as supporting operational users in handling complex or impasse cases. You will also monitor key service performance indicators and conduct service investigations to improve customer experience, through the.
You will also be required to work with various stakeholders (IT, and external vendors) on system enhancements, troubleshooting and resolution of technical issues. This includes leveraging data analytics to uncover trends and insights from operational data, as well as utilising automation tools to streamline reporting workflows and drive greater efficiency in service operations.

[What you will be working on]

Key Responsibilities:

Case Management & Daily Operations

• Serve as the primary escalation point for operational staff on complex, sensitive, or impasse cases, providing guidance and facilitating resolution through effective stakeholder engagement.
• Conduct service investigations into feedback, identifying root causes and recommending corrective actions to prevent recurrence.
• Provide hands-on support and coaching to frontline staff on case handling procedures, service standards, and the use of case management systems.
• Ensure cases are progressed in a timely manner and that service level timelines and KPIs are consistently met.
• Liaise with internal stakeholders across divisions to coordinate case resolution and remove operational bottlenecks.

Service Performance & Analysis

• Monitor organisational service performance indicators on a regular basis and conduct in-depth analysis of performance data to identify trends and areas for improvement.
• Prepare regular service performance reports and deliver presentations to senior management, highlighting key findings, trends, and recommendations for operational improvements.
• Design and maintain interactive visualisation dashboards to provide real-time visibility into service performance metrics, enabling data-driven decision-making across the team and management.

Systems & Process Improvement

• Collaborate with IT and relevant stakeholders on system enhancements for HDB's Correspondence Management System, including the curation of templated replies, refinement of feedback categories, and improvements to workflow efficiency.
• Identify opportunities to automate repetitive operational tasks and reporting workflows, leveraging automation tools to improve efficiency and reduce manual effort.
• Support User Acceptance Testing (UAT) for system upgrades and new features, working with operational users to validate functionality and flag issues before deployment.
• Conduct training and briefings for operational users on new system initiatives and updated procedures.

[What we are looking for]

Education & Experience:

• Bachelor’s degree in Real Estate, Estate Management, Business Administration, or related field.
• Minimum 3 years of experience in operational or case management roles, preferably within government agencies or public sector organisations.
• Demonstrated experience in customer service operations, workflow management, and service delivery processes.
• Previous exposure to correspondence management systems or similar customer-facing platforms is highly desirable.
• Proven track record in monitoring service performance indicators, conducting data analysis for operational improvements, and preparing statistical reports for management review.
• Experience in stakeholder engagement and cross-functional project coordination, particularly in system enhancement or process improvement initiatives.