Manager/Senior Manager (Service Innovation)

About this role

This post resides in the Business Excellence & Service Branch of HRSC. The Branch is in-charge of monitoring and improving HRSC performance, and driving service innovation in the HRSC with the goal of enhancing efficiency and officers' service experience. The jobholder is part of the Service Innovation team.

• Drive Business Process Reengineering projects to improve HRSC's service delivery and productivity which include policy and process reviews, automation and effective use of Behavioral Insights or Design Thinking methodologies
• Leverage data analysis and digital tools to streamline processes, enhance decision-making and deliver measurable service outcomes
• Deliver automation projects on time using tools such as Python, UiPath, PowerAutomate, Excel VBA, ensuring that solutions are robust and meet business needs
• Leads the adoption and effective use of Whole-of-Government (WOG) platforms (e.g. GatherSG, Plumber, Sensemaker) across the organisation to streamline processes and improve service delivery
• Identify and opportunities to integrate AI tools into existing workflows and automation pipelines, improving operational efficiency and effectivenes
• Plan, design and implement surveys to gather feedback from customers and stakeholders
• Oversees internal events to foster a culture of innovation and continuous improvement within HRSC

Requirements

• Possesses strong stakeholder management and excellent communication skills to engage diverse levels of stakeholders and drive organisation-wide improvement initiatives and innovation
• Proficient in automation tools (e.g. Python (required), UiPath, PowerAutomate, Excel VBA, etc.) and strong project management skills to deliver tech-enabled initiatives on time.
• Proficient in AI tools and their application in workflow automation
• Knowledgable on Whole-of-Governement (WOG) platforms (e.g. GatherSG, Plumber, Sensemaker)
• Strong facilitation skills with analytical capabilities to lead in group discussions on process redesigns in the context of automation.
• Knowledge of HR operations and Business Process Reengineering will be an advantage.