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Organisation Development Executive

Agency: PUB, The National Water Agency
Job no.: 528310
Work type: Permanent/Contract
Location: Singapore
Categories:Organisation Development

"PUB is an organisation that is recognised internationally for good water management. PUB won the 2007 Stockholm Industry Water Award and was named Water Agency of the Year 2006 in the international Global Water Awards. In 2008, PUB was awarded the Singapore Quality Award for business excellence. NEWater, Singapore's high-quality reclaimed water, also clinched the 'Environmental Contribution of the Year' at the Global Water Awards 2008. At PUB, the national water agency, you will enjoy opportunities to build a clear future for the water industry."

As an Organisation Development Executive in the Service Excellence Team, you will be part of the team responsible for the following : 

·         Performance Analysis - Manage service quality reports senior management, explore analytics tools for service improvements and monitor of service quality

·         Service Capabilities - Work with internal stakeholders on training needs to equip service staff with necessary skills/ knowledge, work with departments to improve processes, environment and implement service improvement projects

·         Service Culture & Recognition - Feature service stories and compliments to recognise staff and promote our service philosophy and principles, design and organise board-wide and department service workshops and award events to build service culture

·         Service Operations - Manage feedback cases including to review draft replies, guide departments on service-related standards, conduct and review audits to ensure departments are on track in service performance, review SOPs and guidelines to support officers in delivering service to stakeholders

·         Customer Expectation and Satisfaction - implement customer satisfaction measures at different touchpoints to analyse and improve customer experience, explore the use of tools to better understand customer expectation including the use of digital initiatives

·         Systems and Digital Government - work with internal and external stakeholders to implement new initiatives, programmes and systems changes to deliver better and more efficient municipal services



  • General degree
  • Prior experience in customer-service related work preferred
  • Able to work independently as well as good team player
  • Resourceful with good organisational, communications, interpersonal and negotiation skills
  • Officer will be based at WaterHub (Jurong East)

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