Organsational Excellence Manager
CurrentWith over 2 years of experience in organsational development, my work focused on the transformation of service capabilities within the organisation and oversaw projects with a goal of improving customer’s experiences.As part of the Quality Services Management team, I am responsible for the management and fulfilment of KPIs at the group and organisational level. Through close monitoring and analysis of the organisation’s performance, I identified gaps and led well-calibrated process improvements, enact upstream interventions, and engage various internal and external stakeholders with the goal to improve efficiency, collaboration and overall customer’s satisfaction with HDB services.Key roles and responsibilities:- Work with the Municipal Services Office (under MND) and other partner agencies (e.g LTA, NEA, PUB etc.) to ensure seamless and citizen-centric municipal services through in-depth process reviews targeted at upstream workflows and system enhancements. I spearheaded new initiatives rolled out by MND/PSD and ensured HDB is able to adapt and comply to the changes. - Orchestrated organisational changes to enable staff to be well-informed and empowered to make a positive impact on customer’s experience. - Operated and reviewed HDB’s service recognition framework to keep up with the changing times and ensure deserving staff are affirmed for their efforts in quality services. - Identified service lapses, ensured timely service recovery, and work with stakeholders to review workflows that could prevent similar lapses from recurring. - Led a team of 4 support staff in the scope of quality services and managing feedback from members of the public.
