Senior Manager (Operations Policy & Strategy), FLG/IGS

Family Life Group (FLG), under the Ministry of Social and Family Development (MSF), aims to strengthen and support families through their different life stages, so as to realise the vision of making Singapore the best place for family life through our policies, programmes and publicity efforts. Inter-Generational Support (IGS), under FLG, encourages pre-planning through the Lasting Power of Attorney, protects the dignity and safeguards the interests of vulnerable persons lacking mental capacity (P) through deputyship supervision and supports the reconciliation of families. You will be part of the Operations Policy and Strategy team within the Development and Engagement Unit. Specifically, you will be involved in transforming the deputyship service journey (deputies are persons appointed by the Court with legal powers to make decisions for a person lacking mental capacity). Apart from conducting user research to understand users’ pain points to design a better service for them, you will work closely with the service journey review and redesign team, as part of an inter-agency workgroup between MSF, Judiciary, Public Service Division (PSD) ServiceSG, and Agency for Integrated Care (AIC). This is a role where you can make a difference in better meeting the needs of the deputies and their ecosystem. Your key responsibilities include, but are not limited to the following aspects: (I) User Research: Conduct user research, understand pain points and be the voice that advocates for the user (II) Implementation: Bring redesigned services to life for families and caregivers. Turn insights and prototypes into shippable changes across digital and physical touchpoints, run change management with frontline teams, and roll out in safe phases to minimise disruption—so people experience a smoother, clearer deputyship journey from day one. (III) Evaluation and Monitoring: Make sure service improvements actually help people. Define outcomes and success metrics (e.g., effort, timeliness, quality and user experience), set up reporting pipelines, and conduct regular service health checks. Use the data and feedback loops to spot friction early, learn what works, and keep improving the service over time. (IV) Delivery with Partners: Drive cross-agency delivery to improve the end-to-end deputyship experience. Work closely with policy, ops and digital teams, and coordinate with partners and vendors to unblock dependencies, manage risks, and ship improvements in an agile way—keeping the focus on public value and real user outcomes. (V) Inter-agency Secretariat: Keep the inter-agency work moving and decisions clear. Plan and run workgroup meetings, craft focused agendas, pull together inputs, capture decisions and action items, and follow through on next steps. • Heart for the user (deputies and the persons they are caring for), with maturity to balance user needs with business considerations • Strong analytical disposition and skills • Have experience evaluating services and programmes, with good quantitative and qualitative research skills • Strong strategic planning and change management skills • Excellent writing, communication and interpersonal skills • Meticulous, innovative, resourceful, outcome driven, able to work independently and in a fast-paced environment • Strong interpersonal, collaboration, and stakeholder management skills • Project management skills The work location is in Bishan. You will be notified whether you have been shortlisted within 4 weeks from the closing date of this job posting.