Manager, Corporate Communications & Service Quality
At a glance
Mid-level Communications role at Sggovterp. HEALTH SCIENCES AUTHORITY BUILDING · full-time.
Pay not stated Communications salary
Growth Roles summary, based on the employer's posting.
What you'll do
- Handle public questions, review feedback, and coordinate timely replies with relevant HSA divisions
- Resolve complex cases, including appeals and issues needing input from multiple agencies
- Improve service operations through new processes, templates, training materials, and feedback analytics
- Run HSA customer-service programs, including annual award nominations and presentations
What you bring
- Have four to six years working in customer service operations
- Communicate clearly in writing and speech while managing executives, partners, and internal stakeholders
- Manage multiple projects under tight deadlines and turn data into reports
- Use customer-service technology and AI tools, while contributing independently and collaboratively
Who this fits
You’ll work at the Health Sciences Authority Building in Singapore, supporting service quality across HSA. This role suits someone comfortable handling public concerns, coordinating across organisational levels, and owning improvement projects. A background in regulation or health-product supervision would be helpful.
From the employer
[What the role is]
This officer will manage HSA's customer service operations through these key areas:1. Respond to public enquiries, monitor and analyse public feedback received
2. Implement new processes to enhance operational efficiency and service delivery
3. Drive and implement customer service initiatives
[What you will be working on]
1. Public Feedback Management and QSM Operations
- Oversee the handling of public queries to ensure timely response, and work with the respective divisions on the responses
- Facilitate the resolution of complex public feedback including appeals and those requiring multi-agency input
- Uphold service delivery, streamline processes, and identify opportunities to provide greater value to stakeholders
- Conduct sampling checks on public feedback cases to uphold quality standards and identify areas for improvement
- Assist senior management in responding to select public queries
2. Process Review and Implementation
- Drive the review and implementation of new customer service processes to improve operational efficiency, including centralisation initiatives
- Develop standardised processes, response templates, and training materials for potential service delivery enhancements
- Explore and implement the use of data/text analytics on feedback received to improve trend and forecasting analysis
3. Lead Customer Service Initiatives
- Provide support for customer service initiatives and activities across HSA, ensuring alignment with organisational objectives and service excellence
- Organise the annual HSA Outstanding Customer Service Awards nominations and award presentation, fostering a service culture of recognition and excellence
- Oversee and manage the nomination process for other customer service awards across HSA
[What we are looking for]
The officer should have 4 to 6 years’ experience in customer service operations. He or she should also possess the following skills and qualities:
- Excellent written and verbal communication skills
- Effective stakeholder management capabilities, with ability to engage across all organisational levels, including C-suite executives and external partners
- Strong project management skills with ability to multi-task to deliver high-quality outcomes under tight deadlines
- Analytical skills for data interpretation and report production
- Familiar with customer service technologies and AI tools
- Team player who can complement and support the team’s efforts, and also work independently on projects.
Relevant experience in regulatory affairs or health product oversight, with strong project management background would be advantageous.
Not this one either?
Claude or ChatGPT reads the other 86,068 for you.
Get better matches →
