At a Glance
- Tasks: Lead operations for a public service bureau and enhance digital court filing experiences.
- Company: Join a dynamic team within the Judiciary, shaping user experiences and service standards.
- Benefits: Competitive salary, professional development, and a chance to make a real impact.
- Other info: One-year contract with potential for growth and impactful work.
- Why this job: Be at the forefront of improving public services and digital experiences in the legal sector.
- Qualifications: 8-10 years in operations management; strong analytical and stakeholder management skills required.
The predicted salary is between 60000 - 75000 £ per year.
About the Role
We are looking for a seasoned operations leader to take overall charge of the Service Bureau (a public-facing service point providing filing, processing and enquiry services) and the eLitigation (a digital platform for electronic court filings) user experience. You will own operational performance, service standards, and the customer experience across both, and serve as the primary conduit to the management of the Judiciary for insights, reporting, and escalations.
Key Responsibilities
- Vendor and Operations Oversight
- Serve as the primary point of contact and work closely with the Judiciary to monitor the appointed vendor’s operational performance against KPIs and service level commitments of the Service Bureau.
- Conduct regular service reviews, audits, spot checks and review operational reports and validate against on-the-ground observations.
- Oversee end-to-end vendor operations across counter services, back-end processing, and enquiry channels.
- Resolve operational issues on the ground in real time, working directly with vendor staff, supervisors, and relevant stakeholders from the Judiciary and Singapore Academy of Law.
- Oversee manpower deployment, queue management, and contingency arrangements, particularly during peak periods or disruptions.
- Service Bureau Customer Experience
- Set the service improvement agenda, working with the vendor and Judiciary stakeholders to lift operational KPIs and service standards.
- Identify and act on opportunities to enhance the in-person customer experience at the Service Bureau.
- Analyse customer feedback, complaints, and service data to uncover pain points and inform improvements.
- Lead process re-engineering, digitalisation, and automation projects to shape the roadmap for service standards.
- eLitigation User Experience
- Take charge of the eLitigation user experience, reviewing the end-to-end customer journey to identify friction points and improvement opportunities.
- Conduct discovery conversations with users — law firms, litigants-in-person, and Service Bureau staff — to surface pain points and understand journeys across the platform.
- Develop user-facing content and resources — online guides, FAQs, templates, walkthroughs, and practical workarounds for common system pain points — to help users navigate eLitigation more effectively.
- Focus on improvements at the user experience layer and help to quantify, prioritise and recommend UX improvements for the eLitigation system.
- Governance, Monitoring & Escalation
- Design and maintain governance frameworks, escalation pathways, and monitoring mechanisms to ensure issues across the Service Bureau and eLitigation user experience are identified and addressed promptly.
- Establish monitoring systems and dashboards that provide real-time visibility of Service Bureau performance and eLitigation user experience metrics.
- Lead incident management and service recovery, ensuring root cause analyses and preventive measures are implemented.
- Escalate material risks and systemic issues to senior management of our company and the Judiciary.
- Stakeholder Engagement & Reporting
- Serve as the primary bridge between the Judiciary and the vendor, aligning decisions and communication across both parties.
- Provide regular insights, updates, and recommendations to senior management of the Judiciary on operations, service standards, and improvements across the Service Bureau and eLitigation.
- Build strong working relationships with stakeholders across Judiciary divisions supporting the Service Bureau and eLitigation.
- Engage with external users — law firms, litigants-in-person, and members of the public — to understand needs across both channels and communicate service changes.
Requirements
- Qualifications & Experience
- Bachelor’s degree in Business, Operations Management, or a related field; postgraduate qualification an advantage.
- At least 8–10 years of relevant experience in operations management, service delivery, or vendor management, with a track record of leading large-scale service operations.
- Demonstrated experience managing outsourced service providers under performance-based contracts.
- Public sector or regulated service industry experience an advantage.
- Skills & Attributes
- Strong vendor management and operational judgement, with the ability to troubleshoot on the ground.
- Ability to navigate multi-party governance structures and balance competing stakeholder interests.
- Experience designing governance frameworks, escalation protocols, and monitoring/reporting systems.
- Strong analytical skills and proficiency in data analysis tools (e.g. Excel, Power BI).
- Excellent stakeholder management and communication skills, including preparing reports for senior management audiences.
- Customer-centric mindset with a strong service orientation.
- Resilient, pragmatic, and collaborative, with a strong sense of ownership and accountability for service outcomes.
The successful applicant will be offered a one-year contract in the first instance. Kindly note that only shortlisted candidates will be contacted.
Senior Assistant Director (Service and eLitigation) (12 Months) in Penarth employer: SINGAPORE ACADEMY OF LAW
As a leading public service provider, we pride ourselves on fostering a collaborative and inclusive work culture that prioritises employee growth and development. Our commitment to operational excellence in the Service Bureau and eLitigation ensures that you will play a pivotal role in enhancing user experiences while benefiting from comprehensive training and support. Join us in making a meaningful impact within the community, all while enjoying a dynamic work environment in the heart of Singapore.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Assistant Director (Service and eLitigation) (12 Months) in Penarth
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We think you need these skills to ace Senior Assistant Director (Service and eLitigation) (12 Months) in Penarth
Some tips for your application 🫡
Emphasise your understanding of public policy:In your application, make sure to highlight any knowledge or experience you have related to public policy, governance or community engagement. Show us how you can contribute to the public sector’s mission, especially if you've worked on relevant projects or initiatives before!
Tailor your CV to the sector's expectations:When crafting your CV, focus on including experiences that showcase your ability to work within government structures or similar environments. Use clear, concise language and consider adding any volunteer work or internships that reflect your commitment to public service.
Show flexibility and willingness to learn:Since this is a temporary role, it’s crucial to convey your adaptability and eagerness to pick up new skills quickly. In your cover letter, let us know how you plan to make the most of this short-term experience and what you hope to learn from it.
Include relevant certificates and training:If you've completed any training or have certifications that are relevant to the role (like public administration, project management, or data analysis), don't forget to mention them. These can really make you stand out in the application process!
How to prepare for a job interview at SINGAPORE ACADEMY OF LAW
✨Demonstrate Your Commitment to Public Service
In the government and public sector, showing that you're genuinely passionate about serving the community is key. Get ready to share examples where you've contributed to social good or tackled community issues, as this will resonate with interviewers from SINGAPORE ACADEMY OF LAW.
✨Prepare for Policy and Regulatory Questions
Expect questions about policies, regulations, or recently implemented government initiatives. Brush up on the latest news relating to public sector developments—being informed will help you demonstrate that you're ready to hit the ground running, especially in a temporary role.
✨Flexibility is Your Best Friend
Since this is a temporary role, emphasise your ability to adapt quickly. Share examples where you've successfully taken on new challenges or adjusted to different team dynamics, that'll show SINGAPORE ACADEMY OF LAW that you’re reliable and can effectively support various projects without a long onboarding process.
✨Prepare to Showcase Teamwork Skills
In the public sector, collaboration is vital. Be ready to discuss past experiences working in teams, especially in diverse environments. Highlight how you've contributed positively to group settings—this could really set you apart from other candidates in this temporary role.
