Assistant Director / Senior Manager, Service Excellence Office

About the role

The National Library Board (NLB) leads service excellence and quality service management across its 28 libraries, the National Library and the National Archives of Singapore. The Assistant Director / Senior Manager leads and oversees these functions, managing patron feedback, service standards and performance, and works with service owners to close service gaps and improve patron experience across physical and digital touchpoints. The role is based at the National Library Building.

Key responsibilities

• Oversee patron feedback, enquiries, complaints and appeals, including complex and sensitive cases, ensuring timely, appropriate and empathetic responses in line with service standards.
• Analyse patron feedback, service data and other sources to understand patron needs, identify service gaps and recommend improvements.
• Develop and review service excellence frameworks, policies, procedures and standards aligned with Whole-of-Government service principles.
• Work with service owners to understand service issues and patron journeys, and develop practical recommendations to strengthen service delivery.
• Support the planning, implementation and evaluation of service improvement initiatives, assessing their effectiveness.
• Engage internal stakeholders to promote good service practices and a proactive, insight-led, patron-centric service culture.
• Identify service competency needs and develop, review and enhance service excellence training and learning interventions.
• Lead and develop the Service Excellence Office team, strengthening its operational effectiveness.
• Explore AI, automation and other digital tools to improve responsiveness, efficiency and patron experience.

Required profile

• 5 to 12 years of relevant experience in service excellence, customer experience, quality service management, service transformation or related fields, preferably leading teams and cross-functional initiatives.
• Good understanding of service excellence, quality service management and customer experience principles, with the ability to turn strategies into practical improvements.
• Strong leadership, communication, stakeholder engagement and influencing skills, able to build consensus across divisions.
• Strategic thinking, sound judgement, empathy and sensitivity to diverse customer segments.

Required skills

• Strong analytical and problem-solving skills, able to draw insights from customer feedback and service data.
• Familiarity with service design, customer journey mapping or customer research is an advantage.

Successful applicants will be appointed on an initial two-year contract. The work environment is described as flexible and hybrid.