Assistant Manager, Environmental Protection Quality Service Branch (Contract)

Role overview

The Environmental Protection Quality Service Branch handles public feedback related to pollution control and waste management, supporting five EP divisions: Pollution Control 1 Division, Pollution Control 2 Division, Waste Management Division, Development Control and Licensing Division, and Environmental Monitoring and Modelling Division. The team manages feedback from a wide range of stakeholders, from members of the public to Members of Parliament, including matters escalated to NEA and MSE senior management. The focus is to resolve cases in a sustainable, citizen-focused way while meeting NEA service standards and internal protocols on time.

Service quality management

• Carry out service audits to check whether processes are being followed and to assess the quality of service delivery in assigned areas.
• Support the creation of corrective action plans and work with operations teams to put remedial steps into practice.
• Track service performance indicators and help maintain quality standards across divisions.
• Offer guidance to officers on service issues, interpretation of policy, and case handling procedures.

Strategic case management

• Help implement NEA’s case management framework for complex exceptions and escalated matters.
• Liaise with external agencies and important stakeholders to close out complicated cases that cut across more than one jurisdiction.
• Provide support in overseeing high-priority case resolution efforts.

Reporting and analysis

• Prepare well-structured reports with clear analysis for senior management.
• Support quality checks so reports are complete, accurate, and useful for decision-making.
• Perform root cause analysis and assist in building action plans to address service gaps.

Process improvement and innovation

• Help set up monitoring systems for service standards and compliance across operational areas.
• Support the use of digital tools and technology to improve service efficiency and effectiveness.
• Assist in tracking and resolving issues related to policy implementation and broader systemic challenges.
• Take part in cross-functional work and coordinate inputs across multiple digital platforms to improve service integration.

Candidate profile

Suitable candidates should be comfortable working across functions and with diverse stakeholders from the private, public, and people sectors. Fresh graduates may also apply. A good grasp of the responsibilities of other agencies such as MSO, BCA, MOM, LTA, and other NEA departments is useful. The role also calls for familiarity with data analytics tools, an interest in pollution control and waste management, strong communication and people skills, and the ability to write clearly, stay organised, manage multiple tasks, and remain calm and resourceful in difficult situations.

Additional information

This is a contract role based in Singapore, Singapore. The position is full time and onsite. No salary, allowance, duration, start date, application deadline, perks, or vacancy count were stated in the source.