Manager, Service Excellence Office

at  NLB National Library Board

[What the role is]
The National Library Board (NLB) nurtures Readers for Life, Learning Communities and a Knowledgeable Nation by promoting reading, learning and history through our network of 28 libraries across Singapore, the National Library and the National Archives of Singapore.
At NLB, you can look forward to a flexible, hybrid work environment with rewarding, impactful deliverables that improve the lives of the community. With caring colleagues, you will be in an ideal environment for professional development, innovation and impact.

We can offer you:

• A chance to Impact the Community, bridge gaps and empower everyone with the opportunity for learning and discovery.
• An opportunity to Innovate and Push Boundaries. We value ideas, curiosity and a passion for innovation to transform our libraries and archives.
• An organisation that Cares for your Growth and Wellbeing through investment in staff development and wellbeing in a supportive and collaborative environment.

[What you will be working on]

You will support the daily operations within the Service Excellence Office which is a critical nerve centre within the organization, being the main touch point for the public.

• Support operations such as management of emails to ensure NLB’s high service standards are well maintained and responses to patrons are managed in a timely manner
• Support the team in their data analytics, communication, approach, and response to customers’ enquiries and escalate cases where necessary
• Provide support for the implementation and execution of service transformation initiatives (e.g. Channel Migration Project, Interactive Voice Response (IVR) system and chatbot)
• Partner stakeholders to drive a culture of service excellence (e.g. programmes, recognition)
• Handle existing and new channels to engage customers and work closely with internal stakeholders to ensure smooth implementation of the channels
• Maintain oversight across touchpoints to champion and drive service innovation as well as working with stakeholders on UI/UX design
• Drive the development of processes and strengthen team’s capability to facilitate channel migration from traditional modes to digital channels (e.g. Chatbots).
• Working closely with SEO team and across NLB to implement transformation projects that are guided by service analytics and contribute to building capability among other officers on how service analytics supports service transformation.
• Assist in the preparation and analysis of service quality-related reports for updates to management and other parties as required
• Gather areas for improvements and enhancement, from audits, surveys and analysis.
• Monitor and analyze quantitative and qualitative service performance measurements (i.e. volume of enquiries and feedback) of the various service channels, to ensure services are within standards

Please refer the Job description for details