•Reported directly to the branch manager and was responsible for overall branch operations by managing 50+ client service consultants providing services to 250+ citizens daily and resolving service-related matters to ensure quality services.•Worked efficiently in a fast-paced dynamic environment, managing a large team of staff members from diverse backgrounds and education levels, demonstrating strong people management, communication, organisational, and interpersonal skills.•Responsible for managing operational cadences by handling various duties such as organising team meetings, taking minutes, managing communications, and handling inquiries via phone and email to ensure smooth administrative operations.•Liaised with stakeholders including senior public officers, counterparts from other branches, and 250+ citizens bringing complex inquiries and effectively resolving matters by gathering requirements and providing targeted services.•Operated a Call Centre within the branch with 5 permanent desks answering 80+ phone inquiries covering various public services across all services and ensured staff members were adequately trained, daily performance standards were met, and accurate information was provided and updated in databases.•Managed online service deliverables by maintaining website update, technical maintenance and troubleshooting by consulting with service providers, developing online services, and tracking customers’ application processes to improve overall performance and efficiency.•Collaborated closely with a senior accountant to oversee office equipment stocktaking and maintain inventory levels across 4 branches. Prepared annual inventory reports by generating procurement documents for office equipment, ensuring accurate tracking and management of inventory.•Monitored staff and branch KPIs, reduced application process times by 20% and enabled the leadership team to make data-driven decisions by preparing annual reports on key performance metrics.

•Managed the director's schedule, coordinating ten weekly meetings, booking domestic travel, and ensuring seamless transitions between engagements. •Drafted official documents, orders, and meeting minutes with meticulous precision and clarity, providing a clear and concise record of discussions and decisions, thereby ensuring colleagues of the accuracy of the information. •Introduced documents to the directors and managers to transfer relevant employees by responding to the papers. •Developed and implemented a centralised document archiving system while ensuring regulatory compliance that resulted in a 20% improvement in retrieval efficiency, this was achieved through demonstrating proactive initiation and problem-solving skills. •Consolidated the annual report to effectively communicate the organisation's operations and prepared for presentation to the City Mayor. •Responded to incoming phone calls from clients and internal stakeholders, providing information and resolutions while creating a positive impression of the organisation. •Oversaw office equipment and supplies to maintain inventory levels and ensure smooth office operations.