What the role is:You manage complex and cross-functional escalated cases while leading a team of Integrated Case Managers, performing secretariat duties for Quality Service Meetings, and working to improve service personnel experience through multi-domain issue resolution.What you will be working on:- Manage escalated Army feedback cases - Develop quality, responsive and consistent formal replies to respond to feedback providers - Perform secretariat duties - Develop initiatives that enhances Quality Service for the Army - Perform analysis of cases - Report key performance indicators - Oversee frontline customer service and systems operations - Generate health status reports and performance of team - Maintain training materials Challenge(s) - Managing complex multi-domain issues - Ensuring timely case resolution - Coordinating across departments - Maintaining response quality - Balancing stakeholder needsWhat we are looking for:- At least 2 years of experience in Human Resource (HR) - Strong writing abilities - Excellent interpersonal and communication skills - Competent in Microsoft 365 productivity tools Appointment will be commensurate with your experience. Only shortlisted candidates will be notified.About MINDEF:The mission of MINDEF and the Singapore Armed Forces is to enhance Singapore's peace and security through deterrence and diplomacy, and should these fail, to secure a swift and decisive victory over the aggressor. The Defence Executive Officer (DXO) scheme is the non-uniformed career scheme of MINDEF that offers myriad opportunities in various job functions, such as corporate communications, cyber security, data analytics and visualisation, defence policy, finance, HR, psychology, and more. Embodying the same level of commitment towards defence, DXOs work together with their military counterparts to contribute to MINDEF/SAF's mission and ensure Singapore's security and stability. United by this common cause, our lines of defence complement each other to secure the prosperity and progress of our nation.
