Senior Manager, Community Engagement

Job Purpose

Responsible for leading and driving SMRT's community engagement strategy, programmes and partnerships to strengthen trust, affinity and collaboration between SMRT and the communities it serves. Key interface with Grassroots Advisers, Grassroots Organisations, government agencies, community partners and other external stakeholders to foster strong relationships, enhance ground sensing capabilities, and enable effective management of community concerns and sensitive issues.

Oversee the planning, development, implementation and evaluation of community engagement initiatives and projects that support SMRT's operational objectives, strengthen social capital, and create positive commuter and community experiences. The role requires strong stakeholder management, project leadership and cross-functional collaboration capabilities to drive impactful community outcomes and organisational readiness.

Responsibilities

List is not comprehensive and related duties and responsibilities may be changed from time to time.

 Strategic Community Engagement

• Develop, lead and implement SMRT's community engagement strategies, plans and programmes to strengthen community relationships, trust and affinity with key stakeholders.
• Drive community engagement initiatives that support business priorities, operational readiness and SMRT's role as a community-focused public transport operator.
• Establish and maintain a comprehensive understanding of community sentiments, emerging issues and local developments that may impact SMRT operations and reputation.
• Identify opportunities to strengthen community partnerships and develop sustainable engagement platforms that deliver long-term value to SMRT and the community.

Stakeholder Management and Partnerships

• Serve as the primary relationship manager for Grassroots Advisers, People's Association, LTA Community Partnership Network and other strategic community partners.
• Identify and develop strategic partnerships to co-create impactful programmes that enhance commuter and community experiences with government agencies, community leaders, residents, institutions and industry partners.
• Develop stakeholder engagement strategies and engagement plans to ensure proactive communications, effective issue management and sustained stakeholder support.
• Lead stakeholder consultations and engagements for operational projects, service enhancements and community initiatives.
• Represent SMRT at community events, stakeholder meetings, dialogue sessions and partnership platforms.

Community Programmes and Events

• Lead and support both SMRT-initiated and community partner-led projects and programmes, grassroots engagements, station-based events and public education initiatives that promote social connectedness, inclusivity and community vibrancy.
• Lead the end-to-end planning and execution of multiple concurrent activities while ensuring alignment with organisational objectives and stakeholder expectations.
• Develop project plans, timelines, budgets, risk assessments and performance metrics to ensure successful delivery of initiatives.
• Prepare presentations and updates on project progress, stakeholder concerns and community engagement outcomes.

• Build strong partnerships with internal stakeholders across Operations, Corporate Communications, Customer Relations, Service Quality, Safety and other business units.

Community Feedback and Ground Sensing

• Work closely with Customer Relations and Operations teams to ensure coordinated handling of feedback and stakeholder engagement matters.
• Surface critical and sensitive community issues to management and recommend engagement strategies to mitigate reputational and operational risks.

Team Leadership

• Lead, mentor and develop a team of manager(s), executive(s) and supervisor(s) to achieve departmental objectives and professional growth.
• Provide guidance on stakeholder engagement, project management and issue management best practices.
• Drive team performance, capability development and continuous improvement initiatives.

Qualifications & Work Experience

• Degree in Communications, Public Relations, Business, Social Sciences, Marketing, Engineering or related disciplines.
• Minimum 8 years of relevant experience in community engagement, stakeholder relations, public affairs, corporate communications, partnership management, project management or operations management, with at least 3 years in a leadership role.
• Proven track record in leading complex stakeholder engagement initiatives, community programmes and cross-functional projects.
• Experience working with government agencies, grassroots organisations, community institutions and strategic partners will be advantageous.
• Strong project management, stakeholder management and relationship-building capabilities.

Skills

Core Competencies

• Community Engagement & Partnership Development
• Stakeholder Management & Influencing
• Strategic Planning & Programme Development
• Project Management & Delivery
• Public Communications & Presentation Skills
• Incident and Risk Management
• Cross-Functional Collaboration
• Leadership & Team Development

Personal Attributes

• Strong interpersonal and relationship-building skills.
• Excellent communication, negotiation and influencing abilities.
• Strategic thinker with strong analytical and problem-solving skills.
• Highly organised with the ability to manage multiple priorities and stakeholders.
• Resourceful, proactive and outcomes-driven.
• Able to work effectively in a fast-paced and dynamic operating environment.