Senior Manager/ Manager, Quality Service Management

Job Summary

The Senior Manager/Manager, Quality Service Management (QSM) leads MENDAKI’s organisation-wide service excellence and feedback management strategy. Reporting to the Director, Communications, this role drives the development and continuous improvement of service quality frameworks, systems, and practices across the organisation.

He/She oversees the QSM team and collaborates with senior stakeholders to strengthen service standards, enhance stakeholder experience, and ensure effective management of public feedback and communication channels, including outsourced services such as call centre operations.

This role is key to embedding a culture of service excellence, leveraging data and insights to support decision-making, and aligning service delivery with organisational priorities.

The jobholder works from 8:30 a.m. to 6:00 p.m. on weekdays, with occasional weekend and public holiday duties to support organisational events. While primarily office-based, the role may require occasional travel for meetings and programme visits.

Key Responsibility Areas

1. Lead the development and implementation of MENDAKI’s service quality strategy, frameworks, and policies.
2. Set organisational standards for service delivery, response timelines, and stakeholder engagement.
3. Drive continuous improvement initiatives to enhance service effectiveness and stakeholder experience.

1. Oversee the management of organisational feedback channels, ensuring timely, consistent, and high-quality responses.
2. Establish and strengthen feedback management and service recovery frameworks across departments.
3. Handle and advise on complex, sensitive, or high-risk feedback cases where required.

1. Oversee the tracking and reporting of service performance indicators and feedback metrics.
2. Translate data and feedback trends into actionable insights and recommendations for senior management.
3. Provide regular updates to leadership on service performance, risks, and improvement initiatives.

1. Partner with departments to review service processes and drive improvements across the organisation.
2. Influence and guide stakeholders to adopt best practices in service quality and feedback management.
3. Represent QSM in organisational committees, projects, or cross-functional initiatives.

1. Lead, supervise, and develop the QSM team to ensure high performance and capability growth.
2. Build organisational capabilities in service excellence through training, frameworks, and tools.
3. Foster a culture of accountability, responsiveness, and continuous improvement.

1. Oversee service quality audits, reviews, and compliance with organisational standards.
2. Identify service-related risks and implement mitigation strategies.
3. Ensure alignment with organisational policies, governance requirements, and public service expectations.

1. Lead the appointment, onboarding, and management of external service providers (e.g. call centre vendors) supporting public enquiry and feedback channels.
2. Establish and enforce service level agreements (SLAs), performance standards, and quality assurance frameworks for outsourced operations.
3. Monitor vendor performance through regular reviews, audits, and reporting, ensuring alignment with MENDAKI’s service standards and stakeholder experience goals.
4. Work with vendors and internal stakeholders to continuously improve processes, scripts, and service delivery.
5. Manage escalations and ensure proper handling of complex or sensitive cases by external partners.

1. Degree in Business, Communications, Public Administration, Social Sciences, or a related field.
2. At least 5 - 7 years of relevant experience in service quality management, customer service, stakeholder engagement or organisational improvement.
3. Proven experience in leading organization-wide service excellence or feedback management initiatives.
4. Experience in managing or working with outsourced service providers e.g. call centres/contact centres, including familiarity with service level agreements, performance metrics, and vendor governance.
5. Strong experience in data analysis, performance reporting, and translating insights into strategic recommendations.
6. Experience handling complex, sensitive or high-risk public feedback and service recovery situations.