Job Posting for Executive / Senior Executive (Operations), Community Mediation Unit at Ministry of Law, Singapore
What You Will Be Working On
Administers and manages all applications and referrals for mediation received by the CMC within approved public service standards and timeline.
Processes all applications and referrals, end-to-end, in accordance with the Unit’s Standard Operating Procedures and standing instructions.
Selects suitable mode of mediation and sets it up according to the needs to the parties and ensure the necessary resources are available.
Works with different stakeholders in the management of mediation session when required, including but not limited to CMC’s volunteer mediators and partners from other government agencies.
Manages the various demands and expectations of parties, including those who have been ordered to attend mediation by law, effectively.
Able to perform basic data generation tasks required for reports or presentations.
Able to create presentation materials required for meetings or briefings.
Assists in the management of CMC's events including the annual mediator appreciation event(s) and other public outreach programmes as and when required.
What We Are Looking For
Key Competencies
[Customer Service and Case Management] Effectively deliver services, coordinate and manage service cases, from the start of service requests to their resolution, including resolving service challenges and performing service recovery where needed.
[Service Operations Planning and Management] Establish systems, processes and resources (including outsourced partners) needed to deliver services effectively and efficiently.
[Service Quality and Standards] Manage, develop and review the quality of services delivered through establishment of quality assurance standards and conducting quality checks to identify areas of improvement.
Personal Traits
Fluent in English, a vernacular and/or dialect.
Expected to exercise initiative, adapt quickly to situations and possess excellent interpersonal skills to be able to manage people with various expectations.
Able to write well and be proficient in the current IT tools and platforms including Zoom.
Able to work independently as well as in a team, have a keen eye for attention to details, reliable and be able to remain level-headed during peak periods to ensure work is completed timely and expediently.
Experience in customer service, frontline operations and mediation related work will be to key assets for this position.
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