Senior Assistant Director (Service And Elitigation) (12 Months)

Senior Assistant Director (Service Bureau and eLitigation) (12 Months) About the Role We are looking for a seasoned operations leader to take overall charge of the Service Bureau (a public-facing service point providing filing, processing and enquiry services) and the eLitigation (a digital platform for electronic court filings) user experience. You will own operational performance, service standards, and the customer experience across both, and serve as the primary conduit to the management of the Judiciary for insights, reporting, and escalations. Key Responsibilities 1) Vendor and Operations Oversight • Serve as the primary point of contact and work closely with the Judiciary to monitor the appointed vendor’s operational performance against KPIs and service level commitments of the Service Bureau • Conduct regular service reviews, audits, spot checks and review operational reports and validate against on-the-ground observations • Oversee end-to-end vendor operations across counter services, back-end processing, and enquiry channels • Resolve operational issues on the ground in real time, working directly with vendor staff, supervisors, and relevant stakeholders from the Judiciary and Singapore Academy of Law • Oversee manpower deployment, queue management, and contingency arrangements, particularly during peak periods or disruptions 2) Service Bureau Customer Experience • Set the service improvement agenda, working with the vendor and Judiciary stakeholders to lift operational KPIs and service standards • Identify and act on opportunities to enhance thein-person customer experience at the Service Bureau • Analyse customer feedback, complaints, and service data to uncover pain points and inform improvements • Lead process re-engineering, digitalisation, and automation projects to shape the roadmap for service standards 3) eLitigation User Experience • Take charge of the eLitigation user experience, reviewing the end-to-end customer journey to identify friction …