What The Role Is
The Syariah Court (SYC) is a key institution for the Singapore Muslim community and seeks to be a reliable, dynamic and just court which inspires confidence to best serve the Muslim community. The Registry of Muslim Marriages (ROMM) aims to be a world class marriage institution that provides to the building of strong and stable families.
We are looking for someone to supervise and manage a centralized Quality Service Unit for the Registry of Muslim Marriages (ROMM) and Syariah Court (SYC).
What You Will Be Working On
You will oversee a team of officers in the daily operation of either or both institutions, including the smooth delivery of services for clients and addressing queries across various platforms, including phone and email. You will be an agent of change and ensure continuous improvement of client satisfaction and positive experience for clients/partners. You will lead communications and stakeholder engagement efforts for ROMM and/or SYC and collaborate with other government and non-government agencies to increase the understanding and awareness of ROMM and/or SYC and their services.
What We Are Looking For
Qualifications and Experience
- At least 3 years of relevant experience in supervisory responsibility, administration, management, and finance.
Functional Competencies - Service Delivery
i. Customer Experience & Service Design - Understand different customer segments (e.g. characteristics, behaviours and needs) and design services around customer journey and experience.
ii. Customer Service and Case Management - Effectively deliver services, coordinate and manage service cases, from the start of service process to the resolution, including resolving service challenges and performing service recovery where needed.
iii. Service Quality and Standards - Effectively deliver services, coordinate and manage service cases, from the start of service requests to their resolution, including resolving service challenges and performing service recovery where needed
iv. Service Data Management and Analytics - Analyse data to draw insights that enable deep understanding of customer’s needs, while ensuring secured use and storage of data.
i. Outreach and engagement - Lead the development and implementation of engagement programmes to secure buy-in from the public and internal stakeholders, including government agencies, on key policies and initiatives.
ii. Crisis Communications and Planning - Develop and maintain contingency plans to ensure the agency is prepared to manage communications effectively during a crisis, sustaining public confidence and supporting a swift return to normalcy.
iii. Media Relations - Build and manage media relationships, and develop media engagement strategies to shape effective media responses in support of the agency's organisational goals.
Personality Traits
- Strong interest and appreciation of working with Muslim’s social, legal and family issues.
2. Strong analytical thinking, managerial and leadership skills.
3. Ability to work independently and with good social and cultural sensing.
