Assistant Director, Corporate Admin & Service Standards

You will lead the Corporate Admin & Service Standards function within Corporate Services, driving strategies and initiatives that strengthen administrative processes and service delivery. This leadership role requires sharp process thinking, strong execution capabilities, and sound governance judgment, with the ability to translate complex organisational priorities into comprehensive, user-centric workflows and processes. You will oversee a team of five officers and work closely with internal and external stakeholders to ensure the division operates with clarity, consistency, and a strong service ethos. Corporate Administration & Governance You will oversee staff administration and governance matters for the division, including manpower resourcing, staff movements, gazette matters, SOP management and management reporting. You will work closely with key MOM departments such as HRD, CMD and ISTD to ensure administrative matters are coordinated effectively and handled in accordance with prevailing policies and requirements. You will also supervise system and platform usage, including licence tracking and optimisation, and manage the unit's budget to ensure effective resource utilisation. In addition, you will oversee administrative tracking and reporting covering records management, nominal roll changes and other administrative functions. Service Standards & Customer Experience You will play an advisory role in overseeing the division's service standards, performance and quality initiatives. This includes providing guidance on complex, urgent or red flag cases, and reviewing outgoing communications such as website content, advisories and FAQs from a customer-centric lens to ensure clarity and reduce unnecessary service demand. You will oversee and review consolidated reports and trend analyses on the division's service performance across platforms. Key reporting areas include ACE's service performance findings for management review meetings, overall customer service performance within the division, and related quality indicators that support service improvement and accountability. You will ensure compliance and support audit execution across the division by overseeing first and second line of defence check findings from the Compliance & Audit team and Customer Experience Department (CXD), and reviewing quality check results to uphold service standards. Process Improvement & Capability Building You will lead and drive service and administrative improvement initiatives, including training workshops and brown bag sessions to strengthen officers' capabilities in service delivery and administrative governance. You will also collaborate with operations units to streamline workflows and improve efficiency through data-driven insights. We are looking for a resourceful and organised leader with strong operational acumen, a keen eye for service quality, and the governance judgment to keep programmes on track. You should be comfortable working across functions, managing competing priorities, and driving both strategic and operational initiatives. You should also bring: • At least 5 years of experience in operations, administration, service quality or related fields, with a track record of operational excellence. • Strong process thinking, with the ability to translate complex issues into systematic workflows and clear processes. • Excellent written and verbal communication skills, with the ability to engage effectively across diverse teams and levels of seniority. • Strong interpersonal and stakeholder management skills, with a collaborative and solutions-oriented working style. • Good analytical skills and digital literacy, with the ability to interpret data and leverage digital tools to drive process improvements.