Career Opportunities

Successful applicant will play an active role in managing and maintaining SEAB’s image as a trusted authority in examinations and assessment, and as an organisation that is customer-focused, in translating service strategy into actionable plans to better engage SEAB’s stakeholders through appropriate platforms and channels. The key responsibilities include: 

• Develop and set up the strategies, standards, systems and processes for the daily operations of the customer service centre to manage call, emails and counter services.
• Mentor and build the capability of a team of customer support agents to deliver quality customer service. Drive and monitor delivery of quality and effective services to SEAB’s customers.
• Conduct analysis of customer feedback, identify customer needs and translate them into service journey goals, opportunities, experiences and measures of success.
• Use service tools and technologies to enable end-to-end service delivery, and to improve service experience and improve productivity.
• Develop ground strategies to engage stakeholders in a sustained manner to educate and seek buy-in of SEAB’s policies and processes.
• Plan and facilitate corporate visits to SEAB by external organisations.
• Work with stakeholders to identify and deliver suitable digital collaterals that drives external engagement across different digital platforms (e.g. website, videos, publications).

REQUIREMENTS

• At least 2 years of experience in a customer service environment, preferaby in the public service.
• Familiar with the Customer Relation Management Systems such as Call Management Systems, Case Management Systems, and with the use of Microsoft applications e.g., Microsoft Excel.
• Possess strong communication, stakeholder engagement and project management skills.
• Proficient in data analytics, to generate insights to drive operational improvements.
• Experience in events management, social media content management and/or design work with a strong aesthetic sense in design and creativity would be advantageous.
• Ability to take on challenges with thoughtfulness, drive and appropriate urgency.
• Resilient, meticulous and able to handle competing demands and tight deadlines.
• Possess a positive working attitude and high level of pro-activeness.

Successful applicant will play an active role in the planning, administration and delivery of national examination.  The key responsibilities include: 

• Plan the schedule and resources for the examination activities
• Administration and delivery of key examination activities which include:
  • Nominate and manage appointed examination and marking personnel
  • Conduct of the examination
  • Manage the marking exercise and post-examination activities such as scanning operations
• Engage the school and public on national examination matters
• Conduct briefings for examination personnel
• Handle irregularities and emergency situations during the examination and marking exercise
• Ensure security in the delivering of national examinations
• Ensure accuracy and timeliness in the arrangement and conduct of examination activities, as well as processing of examination data
• Review work processes, guidelines and procedures to enhance operational security and efficiency.

REQUIREMENTS

• At least 1 year of working experience in administrative and/or operations-related work, preferably with supervisory experience
• Possess strong analytical and problem-solving skills
• Possess innovative mindset 
• Possess a high degree of integrity
• Able to multi-task effectively, is result driven and meticulous
• Possess positive working attitude with excellent interpersonal skills
  
• Able to to work effectively with and manage multiple stakeholders 
• Able to lead a team effectively to achieve targets
• Possess good communication and writing skills
• Possess good knowledge in IT applications (e.g., MS Word, Excel, PowerPoint)​​​