Manager/Senior Manager, Process Transformation (TED)

Government of Singapore · Paya Lebar

[What the role is]

The role leads medium-to-large process-transformation assignments or defined workstreams from diagnosis through implementation and early benefits tracking, exercising judgement and initiative in managing analyses, stakeholders, risks and deliverables and escalating matters that require broader portfolio or organisational decisions.

The role works across business, operations, policy and technology teams to identify complex process challenges, design future-state processes and ways of work, and translate transformation opportunities into practical and scalable solutions.

[What you will be working on]

Process-Transformation Scoping and Planning

Scope transformation assignments with sponsors and process owners.
Define outcomes, baselines, evidence requirements, milestones and risks.
Organise work across specialists and business participants to ensure coherent delivery.

Diagnosis and Redesign

Lead current-state research and root-cause analysis to identify pain points, bottlenecks, duplication, unnecessary hand-offs, control gaps and oppportunities.
Design future-state processes, roles, controls and service interactions that address diagnosed issues.
Integrate BPR, automation, design and insights inputs into coherent recommendations.

Implementation and Adoption

Develop implementation plans, business cases and readiness requirements to support transition.
Facilitate workshops and stakeholder decisions to drive alignment and adoption.
Support transition and transfer ownership to business stakeholders, ensuring sustainable process change.

Performance and Team Contribution

Define and track process, service and operational outcomes, recommending course corrections where needed.
Manage process transformation assignment risks, dependencies and quality throughout the transformation lifecycle.
Coach junior practitioners on assigned tasks, strengthening the quality of their work.

[What we are looking for]

Requirements

Skills / Knowledge

Applies sound process-mapping, problem-framing and root-cause analysis skills to diagnose complex cross-functional processes.
Designs practical future-state processes and translates findings into actionable recommendations and implementation plans.
Manages project risks, dependencies and quality across assigned transformation scopes.

Experience / Personal Traits

Contributed to process-transformation or service-improvement assignments, with ownership of defined workstreams.
Led or supported complex cross-functional transformation initiatives from problem definition through to implementation.
Facilitated working-level transformation discussions and built stakeholder alignment across functions.
Exercises sound judgement on assigned workstreams and escalates issues appropriately.

Our Core Competencies (OCCs)

Thinking Clearly and Making Sound Judgements

You collect and analyse different sources of information to aid your assessment of the problem at hand.
You consider and evaluate possible solutions and propose the most appropriate one.

Serving with Heart, Commitment and Purpose

You serve citizens with empathy while respecting standard operating procedures and policies.
You prioritise work tasks to deliver on agency and whole-of-government outcomes.
You show consideration for stakeholders by engaging them throughout a project and keeping them updated on plans and progress.

Working as One Public Service

You understand how your work contributes to whole-of-government outcomes.
You reconcile differences in opinions and develop a plan to achieve common goals.
You contribute and share information and knowledge within and across agencies.
You build and maintain a strong network of contacts within and across agencies.

Working Effectively with Citizens and Stakeholders

You actively reach out to citizens and stakeholders to gather feedback.
You identify gaps in meeting their needs and propose possible solutions to close these gaps.
You work with citizens and stakeholders to co-create solutions to advance a common good.
You explain policy intent and processes in a way that signals care and concern for citizens and stakeholders.

Improving and Innovating Continuously

You constantly experiment with ideas to improve work processes and service delivery while managing risks and mitigating the potential impact of change.
You consider the perspectives of different stakeholders in your efforts to streamline work processes.

Keep Learning and Putting Skills into Action

You proactively keep up with, and apply, new knowledge in your work domain.
You seek and embrace learning opportunities for personal and professional growth within and beyond your work domain.
You share your learnings with colleagues and encourage them to put new knowledge into practice.

Successful candidates will be offered a contract in the first instance and may be considered for an extension or be placed on a permanent tenure.

Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out www.myskillsfuture.gov.sg for details on the CSP.

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