Manager / Senior Manager (Operations Policy & Engagement)

About the role

The National Library Board (NLB) promotes reading, learning and history through its network of 28 libraries, the National Library and the National Archives of Singapore. This Manager / Senior Manager (Operations Policy & Engagement) role sits in the team that creates positive library experiences through service delivery initiatives and continuous improvement for public libraries. It involves developing new initiatives and formulating policies, guidelines and processes for operational ease, and using customer insights to anticipate needs and improve services.

Key responsibilities

• Collect, analyse and interpret data to derive actionable insights, identify growth opportunities and optimise performance to support strategic planning and improve service delivery.
• Develop, implement and oversee service delivery and community engagement initiatives, including service policy, prioritisation of service offerings, project timelines with internal stakeholders and vendor management.
• Analyse internal and external feedback, turn problems into opportunities, and monitor outputs and outcomes to contribute to service excellence.
• Analyse KPIs and key performance metrics, identify areas for systemic improvement and lead service enhancement initiatives.
• Collaborate with cross-functional teams and foster a culture of customer-centricity, continuous improvement and operational excellence.

Required profile

• Preferably 3-5 years of relevant experience in service delivery.
• Strategic transdisciplinary thinking and problem-solving skills.
• Ability to work independently and effectively across divisions.
• Experience driving communication strategies is an advantage.

Required skills

• Ability to analyse customer behaviour and feedback data and derive insights.
• Excellent service mindset, with strong interpersonal and communication skills.

The work location is the Marine Parade Public Library; while it is closed for renovation, the current work location is the National Library Building. Successful applicants are appointed on a two-year contract in the first instance.