The Environmental Protection Quality Service Branch is responsible for managing public feedback on pollution control and waste management matters. This is done in support of four (4) key divisions within EP: Pollution Control 1 Division, Pollution Control 2 Division, Waste Management Division, and Environmental Monitoring and Modelling Division. The feedback is received from diverse stakeholders ranging from members of the public to Members of Parliament, including those addressed to NEA and MSE senior management. The branch manages this feedback in a sustainable and citizen-centric manner, whilst ensuring timeliness of service delivery in compliance with NEA's service standards and protocols.

[What the role is]

[What you will be working on]

Service Quality Management

Conduct service audits to evaluate compliance with established processes and assess service delivery quality within assigned areas

Assist in developing corrective action plans and collaborate with Operations staff to implement remedial measures

Monitor service delivery performance metrics and support maintenance of quality standards across divisions

Provide advisory support to officers on service-related matters, policy interpretation, and case management protocols

Strategic Case Management

Support implementation of NEA case management frameworks for handling complex exceptions and escalated cases

Coordinate with external agencies and key stakeholders to resolve complex multi-jurisdictional cases

Assist in providing oversight for high-priority case resolution initiatives

Reporting and Analysis

Prepare comprehensive reports with clear structure and analysis to convey information to senior management

Support quality assurance processes to ensure reports are accurate, complete, and provide actionable insights for decision-making

Conduct root cause analysis and assist in developing action plans to address identified service gaps

Process Improvement and Innovation

Support establishment of monitoring systems for service standards and process compliance across operational areas

Assist in adoption of digital tools and technologies to improve service delivery efficiency and effectiveness

Help track and resolve service policy implementation issues and systemic challenges

Participate in cross-functional teams and coordinate inputs across multiple digital platforms for enhanced service integration

[What we are looking for]

The job might be for you if you possess the following qualities:

At least 3 - 5 years of working experience, preferably in cross-functional reviews working with diverse stakeholders from the private, public and people sectors

Good understanding of the works of the other agencies, for example, MSO, BCA, MOM, LTA, and other departments within NEA

Good knowledge of data analytics tools to analyse and make sense of feedback data to aid policy reviews and improve service quality and operations

Good understanding of and keen interest in pollution control and waste management issues

A team player with excellent communication and interpersonal skills

Excellent communication skills and emotional intelligence and enjoys working with others

Meticulous, analytical with good writing skills

Organized and able to multi-task

Mature, independent, and resourceful

Highly resilient and able to handle adverse situations and difficult customers

Self-driven and always ready to strive for improvement