Project Specialist; Service Centre Operation Unit

At #TeamCPF, you’re not just joining a team; you are embracing a culture of excellence, collaboration, and meaningful impact. You will play a pivotal role in empowering over 4 million members to secure their retirement, healthcare, housing needs and better navigate life’s uncertainties.

We thrive on sharp minds and insightful decisions. Your ability to analyse and think critically isn't just valued; it's essential. Every choice you make contributes to our collective success.

Collaboration is our way of life. We believe in the power of effective partnerships and seamless communications across teams. Together, we amplify each other’s strengths and achieve remarkable results.

Our learning never stops. We encourage your inquisitiveness and courage to embrace new challenges head-on. Your agility, readiness to challenge conventions, embrace of data-driven strategies, dedication to learning and applying new skills fuels our innovation and progress.

At the core of everything we do lies a genuine desire to make a difference. We serve our community and support each other with compassion, empathy, and unwavering dedications. Every action we take is guided by a deep sense of purpose and a commitment to those we serve.

Join us at #TeamCPF! Together, let's redefine possibilities and leave a legacy that echoes for generations.

In this role, you will:

• Plan, conceptualise, and develop comprehensive strategies for counter and call appointment services to elevate customer satisfaction and streamline operations.
• Conduct research, benchmarking, and comparative studies to remain at the forefront of digital and technological advancements in counter service.
• Identify opportunities for enhancing customer delight and recommend their implementation within the organisation.
• Gather and analyse customer insights, identify trending topics, and pinpoint service gaps and policy issues.
• Develop actionable recommendations to address these concerns and improve overall service delivery.
• Oversee and maintain operational systems utilised by the service centres, ensuring their smooth functioning and optimisation.
• Establish and implement monitoring systems for service performance, leveraging operations research models or analytical tools to continuously analyse data for customer insights, trending topics, gaps, process improvements and service delivery.
• Provide guidance and support to Executives on daily operations, including statistics reporting, general administrative duties, and procurement matters.

We value the diverse talents and experiences that each individual brings to the table. Whilst mastery of every requirement may not be necessary, familiarity and expertise in some of the following areas will position you for success within this team.

• Relevant experience in project management, particularly in service operations or customer service settings.
• Familiarity with a wide range of statistical and process improvement tools to solve problems and mine data for business insights, such as Excel, UiPath, Power BI, SAS, or Python.
• Experience in data visualisation tools, such as Canva, will be an added advantage.
• Have experience in analytical skills with the ability to gather, analyse, and interpret data to drive decision-making.
• Have experience in organisational skills with keen attention to detail.
• Communicates effectively, both in writing and speaking.
• Works independently and manages priorities effectively.
• Adaptable and resourceful in handling different tasks and challenges.

The seniority of appointment and actual corporate job title will commensurate with individual work experiences.

Position is on a 1-year full-time contract directly under the payroll of CPF Board with an option to renew, contingent upon confirmation and subject to organisational needs. Additionally, there is potential for emplacement into a permanent position.

Being part of #TeamCPF means embarking on a challenging and rewarding career in a progressive workplace that values productivity and growth. Here’s what awaits you:

• Opportunities to engage in a mix of formal and informal training, keeping your skills sharp in our ever-evolving technological landscape.
• Promotion opportunities based on your capability and on-the-job performance.
• A vibrant community of like-minded and friendly colleagues, where collaboration and creativity thrive.
• A hybrid work model that offers flexibility for remote work, subject to exigencies of service.
• Flexible dress code that empowers you to choose your appropriate outfit for the day.
• A comprehensive rewards package that includes annual leave, pro-family leave, medical and dental benefits, and access to recreational activities.