Assistant Manager (Environmental Protection Quality Service Branch) Contract

The National Environment Agency is seeking an Assistant Manager for the Environmental Protection Quality Service Branch in Singapore. The role involves managing public feedback on pollution control and waste management, conducting service audits, supporting case management, preparing reports, and driving process improvements. Candidates should have experience with diverse stakeholders, data analytics skills, and a keen interest in environmental issues. Fresh graduates are welcome to apply.
[What the role is]

The Environmental Protection Quality Service Branch is responsible for managing public feedback on pollution control and waste management matters. This is done in support of five (5) key divisions within EP: Pollution Control 1 Division, Pollution Control 2 Division, Waste Management Division, Development Control and Licensing Division and Environmental Monitoring and Modelling Division. The feedback is received from diverse stakeholders ranging from members of the public to Members of Parliament, including those addressed to NEA and MSE senior management. The branch manages this feedback in a sustainable and citizen-centric manner, whilst ensuring timeliness of service delivery in compliance with NEA's service standards and protocols.

[What you will be working on]

Service Quality Management

Conduct service audits to evaluate compliance with established processes and assess service delivery quality within assigned areasAssist in developing corrective action plans and collaborate with Operations staff to implement remedial measuresMonitor service delivery performance metrics and support maintenance of quality standards across divisionsProvide advisory support to officers on service-related matters, policy interpretation, and case management protocols

Strategic Case Management

Support implementation of NEA case management frameworks for handling complex exceptions and escalated casesCoordinate with external agencies and key stakeholders to resolve complex multi-jurisdictional casesAssist in providing oversight for high-priority case resolution initiatives

Reporting and Analysis

Prepare comprehensive reports with clear structure and analysis to convey information to senior managementSupport quality assurance processes to ensure reports are accurate, complete, and provide actionable insights for decision-makingConduct root cause analysis and assist in developing action plans to address identified service gaps

Process Improvement and Innovation

Support establishment of monitoring systems for service standards and process compliance across operational areasAssist in adoption of digital tools and technologies to improve service delivery efficiency and effectivenessHelp track and resolve service policy implementation issues and systemic challengesParticipate in cross-functional teams and coordinate inputs across multiple digital platforms for enhanced service integration

[What we are looking for]

The job might be for you if you possess the following qualities:

Experience in cross-functional reviews working with diverse stakeholders from the private, public and people sectors.Fresh graduates are also welcome to apply.Good understanding of the works of the other agencies, for example, MSO, BCA, MOM, LTA, and other departments within NEAGood knowledge of data analytics tools to analyse and make sense of feedback data to aid policy reviews and improve service quality and operationsGood understanding of and keen interest in pollution control and waste management issuesA team player with excellent communication and interpersonal skillsExcellent communication skills and emotional intelligence and enjoys working with othersMeticulous, analytical with good writing skillsOrganized and able to multi-taskMature, independent, and resourcefulHighly resilient and able to handle adverse situations and difficult customersSelf-driven and always ready to strive for improvement