Senior Assistant Director (Service Bureau and eLigitation) (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 points and improvement opportunities
• Conduct discovery conversations with users — law firms, litigants-in-person, and Service Bureau staff — to surface pain points and understand journeys across the platform
• Develop user-facing content and resources — online guides, FAQs, templates, walkthroughs, and practical workarounds for common system pain points — to help users navigate eLitigation more effectively
• Focus on improvements at the user experience layer and help to quantify, prioritise and recommend UX improvements for the eLitigation system
4) Governance, Monitoring & Escalation
• Design and maintain governance frameworks, escalation pathways, and monitoring mechanisms to ensure issues across the Service Bureau and eLitigation user experience are identified and addressed promptly
• Establish monitoring systems and dashboards that provide real-time visibility of Service Bureau performance and eLitigation user experience metrics
• Lead incident management and service recovery, ensuring root cause analyses and preventive measures are implemented
• Escalate material risks and systemic issues to senior management of our company and the Judiciary
5) Stakeholder Engagement &Reporting
• Serve as the primary bridge between the Judiciary and the vendor, aligning decisions and communication across both parties
• Provide regular insights, updates, and recommendations to senior management of the Judiciary on operations, service standards, and improvements across the Service Bureau and eLitigation
• Build strong working relationships with stakeholders across Judiciary divisions supporting the Service Bureau and eLitigation
• Engage with external users — law firms, litigants-in-person, and members of the public — to understand needs across both channels and communicate service changes
Requirements
1) Qualifications & Experience
• Bachelor’s degree in Business, Operations Management, or a related field; postgraduate qualification an advantage
• At least 8–10 years of relevant experience in operations management, service delivery, or vendor management, with a track record of leading large-scale service operations
• Demonstrated experience managing outsourced service providers under performance-based contracts
• Public sector or regulated service industry experience an advantage
2) Skills & Attributes
• Strong vendor management and operational judgement, with the ability to troubleshoot on the ground
• Ability to navigate multi-party governance structures and balance competing stakeholder interests
• Experience designing governance frameworks, escalation protocols, and monitoring/reporting systems
• Strong analytical skills and proficiency in data analysis tools (e.g. Excel, Power BI)
• Excellent stakeholder management and communication skills, including preparing reports for senior management audiences
• Customer-centric mindset with a strong service orientation
• Resilient, pragmatic, and collaborative, with a strong sense of ownership and accountability for service outcomes
The successful applicant will be offered a one-year contract in the first instance. Kindly note that only shortlisted candidates will be contacted.
