Manager/ Senior Manager (Digital Services)

Be among the first applicants.

Ministry of Education

Singapore

SGD 80,000 - 100,000

Be among the first applicants.

7 days ago

Job description

What the role is:

As Manager/ Senior Manager (Digital Services) in MOE’s Customer Services Branch (CSB), you will implement and manage MOE’s digital services roadmap to optimise usage of the digital services/ self-help channels. You will analyse and improve customer interactions with MOE’s self-help channels, working with key stakeholders to develop customised journey/ service models to encourage adoption of MOE’s digital services. You will also be involved in the Knowledge Management (KM) initiatives within CSB, serving as a liaison between the end-users of MOE’s Knowledge Base System (KBS) and partner divisions within MOE. You will explore new digital channels and KM technologies to drive greater adoption of MOE’s digital services in alignment with strategic service objectives and policies.

What you will be working on:

Collaborate with content owners and system vendors to enhance the quality and effectiveness of MOE’s digital services/ self-help channels, including chatbots, for seamless public access to information and services online.
Map customer service journeys to understand customers’ online behaviours to better serve their needs.
Analyse content usage, online customer interaction data, and key performance metrics to identify trends and derive actionable insights to improve user experience of MOE’s digital services/ self-help channels.
Establish partnerships with content owners to bridge information gaps in the KBS for higher first contact resolution for customer queries and develop a receptive environment for knowledge sharing and promote a customer-centric mindset among content owners.
Conduct briefings to frontliners prior to commencement of major MOE exercises or ad-hoc announcements to disseminate new information and reinforce existing knowledge.

What we are looking for:

At least 3 years of working experience in managing digital services, preferably with a good understanding of frontline operations.
Proactive and fast learner with strong analytical, problem-solving and critical thinking skills.
Meticulous and attentive to details.
Service-oriented with good interpersonal, communications, and writing skills to effectively engage stakeholders at all levels.
Familiarity with Content Management Systems or experience with Google Analytics or chatbot platforms built using Natural Language Processing/ Large Language Model such as Google Dialogflow or OpenAI’s ChatGPT would be an advantage.

In general, applicants can expect to hear from us within 3 weeks of the close of the application window. In the event where we receive a high number of applications, applicants will receive an update on their status within 5 weeks of the close of the window. As part of the processing of your application, you may be required to undergo a medical examination that will be fully paid by MOE. You will be provided with instructions regarding the medical examination. Note: The medical examination is part of the selection process and does not indicate that you have been offered the appointment.

If you are facing issues submitting your application through the Careers@Gov portal, please contact us at Careers.gov.technicalhelp@psd.gov.sg for assistance.

About Ministry of Education:

The wealth of a nation lies in its people - their commitment to country and community, their willingness to strive and persevere, their ability to think, achieve and excel. Our future depends on our continually renewing and regenerating our leadership and citizenry, building upon the experience of the past, learning from the circumstances of the present, and preparing for the challenges of the future. How we bring up our young at home and teach them in school will shape Singapore in the next generation. The mission of the Education Service is to mould the future of the nation, by moulding the people who will determine the future of the nation. The Service will provide our children with a balanced and well-rounded education, develop them to their full potential, and nurture them into good citizens, conscious of their responsibilities to family, society and country.