Daniel Chan
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
18
18
years of professional experience
Work History
Senior Assistant Director (Frontline Services)
Ministry Of Manpower
05.2021 - Current
- Implemented service improvement projects (e.g. scent nebulisers and ambient music) in service halls in service halls to create a calm service environment.
- Launched QR Code for Special Pass, making it convenient for customers to check validity of their Special Pass with SGWorkPass.
- Introduced video recording and priority queue as part of foyer enhancements to optimise customer service and expectations. Also worked with team on ground up initiative to introduce visual prompts such as LED lights for customers to know when officers are ready to serve and their language proficiency to avoid misdirected queue and to manage customers' expectations while queuing.
- Analyzed Frontline touchpoints to derive insights and expanded audit checks for service quality.
- Established learning circles for officers to share case studies and handling tips.
- Developed an interactive digital storyboard showcasing CRD Frontline's transformation journey over the past decade. This is shared with visitors or senior management when hosting them.
- Upgraded wayfinding systems for improved customer navigation at MOM Services Centre.
- Work with in-house training team to curate and develop training programs to enhance Frontline officers' service capabilities.
- Finalised transfer of manpower and contracts with vendors for frontline operations from Work Pass Division to Customer Responsiveness Department. This allows CRD to deliver the full spectrum of services to customers, spanning Advisory Services, Special Pass Services, Card Registration Services, and other Services catering to Work Pass holders and their dependents.
- Reviewed and enhanced customer workflows and SOPs for comprehensive service delivery and nimble cross deployment of trained resources.
- Pursued cross-agency collaborations to minimise customer visits to MOM's Service Halls.
- Reviewed records management for potential digitalisation of legacy materials.
- Regularly refined business continuity plans for Service Halls.
Assistant Director (Advisory Services)
Ministry Of Manpower
10.2019 - 04.2021
- Headed the Frontline Advisory team, upholding service standards and advancing customer-centric initiatives.
- Initiated digital consultation services, including Video Chats and Remote Digital Consultation, to minimise in person interaction during the COVID-19 pandemic.
- Coordinated with policy departments to brief Frontline Services officers to enhance effective communication to customers.
- Monitored well-being of displaced migrant workers, working closely with ops departments enabling prompt interventions to prevent escalation of issues during COVID-19.
- Collaborated on Safe Management Measures for service areas and equipped officers with protective gear and devices such as sneeze guards and window intercom.
- Redeployed manpower to assist ops departments in policy communication to affected employers regarding Vaccinated Travel Lanes and Stay Home Notices.
- Partnered with HRD to recruit Case Managers, addressing the surge in public queries amid COVID-19.
- Implemented self-help services for Special Pass extension following swab operations and engaged in spatial redesign of one of the services hall for improved customer experience.
Assistant Director (Operations Management 1)
Ministry Of Manpower
07.2019 - 09.2019
- Led the change management plans when department transited to a new case management system, ensuring smooth communication and user guidance.
- Managed vehicle fleet and explored data loggers for operational efficiency.
Head (Capability Development)
Ministry Of Manpower
04.2015 - 06.2019
- Enhanced compliance with employment laws and developed the enforcement capabilities of the Employment Standards Enforcement Department.
- Sourced and customised external training for officers in operational risk management and emergency response.
- Updated departmental operational plans, including arrest procedures and use of force policies and case exhibit management.
- Implement enforcement frameworks, such as Administrative Penalties, for Employment Act infringements in relation to Key Employment Terms and Issuance of itemised Payslips.
- Increased public awareness of employment obligations and rights through media profiling of non-compliant employers.
- Facilitated learning exchanges with other enforcement agencies to adopt best practices.
- Involved in inter-departmental tender evaluation committee for interpreter services to support operations.
Senior Manager Ops Policy and International Labour
Ministry Of Manpower
04.2013 - 03.2015
- Involved in secretarial responsibilities for tripartite workgroup meetings, driving the review of the Industrial Relations Act and Employment Act.
- Managed public consultations, legislative amendments, and tripartite guidelines in the review of the Industrial Relations Act, including educating SNEF and SBF members on amendments.
- Renewed the ILO-MOM Partnership Agreement, coordinating events such as the ASEAN Workshop on Employment Disputes.
- Supported logistics for the trans-Pacific Partnership (TPP) Round 16 discussions hosted in Singapore.
- Staffed MOM delegation at International Labour Conference in 2014, preparing speeches for Minister for Manpower and fostering connections between Minister for Manpower and Overseas Singaporeans in Geneva at the sidelines of the International Labour Conference.
- Developed reports on retrenchment and managed public inquiries on Portable Medical Benefits.
- Coordinated cross-divisional inputs for ILO reports on ratified conventions and baseline reviews of un-ratified core conventions.
Manager Ops Policy and International Labour
Ministry Of Manpower
03.2011 - 03.2013
- Bolstered Singapore's global standing in labor relations through strategic partnership with the International Labour Organisation (ILO) , promoting the nation as a prime investment hub with advanced labour practice.
- Ensured the Employment Act and associated labour policies were effectively implemented and regularly assessed for improvements.
- Successfully executed ASEAN Senior Labour Officials Meeting-Work Group's 2011-2012 agenda, including a seminar on Work-Life Harmony and Flexible Labour Practices.
- Provided critical support to MOM delegations at International Labour Conferences, including speech drafting, bilateral meetings, side study trips and associated logistical coordination.
- Played a key role in drafting and coordinating input from internal stakeholders and tripartite partners to comprehensive reports for ILO and UN conventions on labour matters.
- Facilitated international workgroup engagements and study visits to Singapore, enhancing MOM's global labor relations.
- Actively participated in ASEAN Senior Labour Officials Meetings, monitoring discussions and supporting MOM's head of delegation in intervening on topics vital to MOM's interests.
- Engaged with the ILO, Ministry of Foreign Affairs, and internal stakeholders regarding the ratification of ILO Convention C187 on Occupational Safety and Health.
Business Development Executive
SATS Ltd.
06.2008 - 12.2010
- Liaise with Heads of entities to conduct feasibility studies on potential markets and partners.
- Conduct due diligence studies and draw up turnaround business plans to support investments/businesses or implement strategic initiatives, process/system standardisation, policy compliance, etc as required.
Marketing Coordinator
Cathay Pacific Airways
05.2006 - 06.2008
- Execution of marketing and campaign activities alongside the Marketing Manager and appointed creative and media agencies. This involves reviewing creative and media plans, liaising with internal stakeholders for reviews and insights, and helping to track campaign performance.
- Worked on marketing campaigns across paid channels and owned channels e.g. website/email content as well as via partnerships, helping develop collateral for trade agents and corporate clients. The main objective is to raise awareness and consideration of the Cathay Pacific brand in Singapore, driving bookings for key destinations.
Education
Bachelor of Social Science - Geography
National University of Singapore
Singapore2006
Skills
- Operations Management
- Crisis Management
- Relationship Management
- Staff Development
- Strategic Planning
- Budget Planning
Accomplishments
- President of NUS Geographical Society (2003-2004)
- National Inter-Schools Shaw Foundation Cricket League, A-division boys, 4th position, 1999
- National Schools' Yachting Championships, 420 Category, A-division boys, 3rd position, 1998
- National Schools' Yachting Championships, 420 Category, A-division boys, 1st position, 1997
- 9th Singapore Laser Regatta, Laser II category, 3rd position, 1997
- Singapore South Zone Schools' Sports Council Colours Award for achievement in yachting, 1997
Timeline
Senior Assistant Director (Frontline Services)
Ministry Of Manpower
05.2021 - Current
Assistant Director (Advisory Services)
Ministry Of Manpower
10.2019 - 04.2021
Assistant Director (Operations Management 1)
Ministry Of Manpower
07.2019 - 09.2019
Head (Capability Development)
Ministry Of Manpower
04.2015 - 06.2019
Senior Manager Ops Policy and International Labour
Ministry Of Manpower
04.2013 - 03.2015
Manager Ops Policy and International Labour
Ministry Of Manpower
03.2011 - 03.2013
Business Development Executive
SATS Ltd.
06.2008 - 12.2010
Marketing Coordinator
Cathay Pacific Airways
05.2006 - 06.2008
Bachelor of Social Science - Geography
National University of Singapore
Similar Profiles
Nurin Sabrina Binti Mohd AdnanNurin Sabrina Binti Mohd Adnan
Customer Experience Officer at Ministry of ManpowerCustomer Experience Officer at Ministry of Manpower
MOHAMED SHARJUN MOHAMED SHAJAHANMOHAMED SHARJUN MOHAMED SHAJAHAN
Senior Manager at Ministry of ManpowerSenior Manager at Ministry of Manpower
Gabriel PangGabriel Pang
Survey Experience Supervisor at Ministry of ManpowerSurvey Experience Supervisor at Ministry of Manpower