Assistant Manager / Manager (Transformation Dept) - Contract

[What the role is]

The Transformation Department (TD) consists of two branches, Organisation and Process Review Branch (OPRB) and Process Automation Branch (PAB). TD drives organisational change at NEA by redesigning processes, enabling digital ways of working, and delivering sustainable transformation initiatives. Working closely with cross-departmental teams and operational units, structured reviews are facilitated to ensure initiatives are delivered on time with measurable impact .

You will be involved in coordinating and driving key NEA transformation workstreams to transform the organisation in response to the challenges and opportunities of a changing strategic environment. This role focuses on delivering meaningful and sustainable change by redesigning processes, enabling new ways of working, and supporting adoption through effective change management and digital enablement.

[What you will be working on]

You will work closely with cross‑departmental teams, operations units, and system stakeholders, and facilitate structured reviews to ensure transformation initiatives are delivered on time and achieve intended outcomes. Your responsibilities include the following -

Transformation & Process Improvement

• Review key operational processes in NEA on an ongoing basis to:
  • Ensure continued relevance, robustness, and alignment as operations and related policies evolve
  • Identify opportunities to reduce errors and risks arising from manual or human‑dependent processes
  • Improve productivity, operational effectiveness, and service delivery to stakeholders
  • Ensure manpower and resources are optimally deployed
  • Develop a strong understanding of end‑to‑end business and operational processes through close engagement with line departments

Process Re‑engineering & Analytics

• Redesign and streamline processes using methodologies such as:
  • Business Process Re‑engineering (BPR)
  • Lean Six Sigma
  • Operations Analysis / Operations Research (OA/OR)
  • Systems Thinking and Design Thinking
  • Support improved decision‑making, situational awareness, and operational deployment through better process design, data, and technology enablement

Digital Transformation & Project Delivery

• Drive end‑to‑end transformation initiatives, from problem definition and current‑state assessment to solution design, implementation, adoption, and post‑implementation review.
• Manage transformation and digitalisation projects involving enhancements to existing systems or the development of new solutions
• Support and manage projects involving enterprise platforms and workflow or case management systems (e.g. ServiceNow or equivalent), including:

• Business and operational requirements gathering
• Translation of processes into system and workflow designs
• Coordination with system owners, IT teams, and external vendors or service providers
• User acceptance testing, rollout, and post‑go‑live stabilisation
• Ensure solutions balance business needs, operational realities, and system feasibility.

Change Management & Adoption

• Design and execute structured change management strategies to support new processes, systems, and operating models, including:
  • Stakeholder engagement and communications planning
  • Change impact and readiness assessment
  • Training, enablement, and transition planning
  • Managing and addressing resistance to change
  • Work closely with operations leaders and frontline teams to embed change and sustain outcomes beyond initial implementation

Stakeholder Engagement & Governance

• Work with internal stakeholders across departments, project sponsors, system owners, and external partners to ensure alignment and timely delivery of transformation initiatives
• Facilitate reviews, discussions, and governance sessions to track progress, surface issues, and recommend course corrections where needed

Benefits Realisation & Continuous Improvement

• Track and evaluate the outcomes of transformation initiatives, including productivity improvements, service enhancements, risk reduction, and user adoption
• Identify follow‑up opportunities to refine solutions and improve long‑term effectiveness

Engagement & Capability Building

• Develop and implement outreach and engagement programmes to:
  • Keep NEA officers informed of transformation efforts and progress
  • Establish feedback channels and encourage ground‑up ideas from officers
  • Build organisational capability in the department’s core methodologies by:

• Delivering in‑house training, workshops, and clinics
• Mentoring officers involved in transformation and process improvement work

[What we are looking for]

Requirements:

• - At least 3–5 years of relevant working experience in transformation, process improvement, change management, or project delivery roles
• - Strong analytical, problem‑solving, and writing skills, with the ability to translate complex issues into clear insights and recommendations
• - Demonstrated change management experience, including stakeholder engagement, communications, training, readiness, and adoption planning
• - Experience managing or supporting digital & AI transformation projects involving enterprise platforms (e.g. ServiceNow modules, workflow systems, case management systems, or equivalent) will be an advantage
• - Knowledge of and experience in:
• à Business Process Re‑engineering
• à Lean Six Sigma or similar continuous improvement methodologies
• à Operations analysis / research
• à Systems Thinking and/or Design Thinking (advantage)
• Strong stakeholder management skills, with the ability to work effectively with operations teams, system teams, management, and external vendors
• Highly self‑motivated individual who is mature, independent, and resourceful, and able to operate in a dynamic and evolving environment
• Able to manage multiple priorities and stakeholders concurrently while working under pressure
• A good team player with strong interpersonal and communication skills

As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.

Applicants will be updated on the status of their applications within 4 weeks of the closing date of this job posting.