Assistant Manager / Manager / Senior Manager, Common Processing Group, WPD

Ministry of Manpower; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

The Ministry of Manpower is looking for a professional to support various Law Enforcement Agencies in Singapore. The job involves managing requests, leading reviews to enhance operational efficiency, and liaising with stakeholders to digitize processes. Candidates should possess strong customer service and communication skills, with at least 2 years of experience preferred. This role offers a chance to contribute to shaping inclusive workforce policies while working independently and collaboratively.

Qualifications

• At least 2 years of working experience is preferred.
• Possess good customer service and communication skills.
• Good analytical, creative thinking, and problem-solving skills.

Responsibilities

• Assess, process, and manage requests from various Law Enforcement Agencies.
• Lead reviews and identify work processes and service gaps.
• Liaise with IT vendors and stakeholders to digitize manual processes.
• Coordinate system enhancements and service requests.
• Develop and maintain SOPs related to assigned work areas.

Skills

Customer service skills

Communication skills

Analytical thinking

Problem-solving skills

Team player

Adaptability

Job description

What the role is

The job holder is responsible for working closely and supporting various Law Enforcement Agencies (LEAs) in keeping Singapore safe and secure and help to ensure a smooth implementation and post-implementation monitoring of security-related policies concerning MOM pass holders, while continuing to regulate access to foreign manpower and empowering businesses to thrive.

What you will be working on

• To assess, process and manage requests/queries from various Law Enforcement Agencies (LEAs) and companies, in accordance with established framework/policies and prepare submissions to seek relevant management for approval (where necessary)
• To lead reviews and identify work processes and service gaps and refine or re-design to implement changes for optimal operational and service efficiency. This includes working closely with stakeholders and teams in developing new and/or refining existing SOPs and frameworks.
• To handle ad-hoc complex cases and enquiries from companies/ foreigners that are escalated through MOM communication channels and provide appropriate advice to customers.
• To liaise and work closely with IT vendors, policy colleagues, and other stakeholders to digitalise existing manual processes (e.g. usage of Robotic Automation Process (RPA)).
• To provide support and coordinate system enhancements, automation initiatives and service requests (SR), including participation in User Acceptance Testing to improve service delivery and productivity.
• To develop and maintain SOPs related to assigned work areas and ensure that the background, policies and workflows are updated that the team can be accessible to the most updated information.

What we are looking for

• At least 2 years of working experience is preferred.
• Possess good customer service and communication (written and spoken) and stakeholder management skills
• Possess good analytical, creative thinking and problem-solving skills
• Good team player with a customer-focused mindset
• Be proactive in problem solving and handling multiple portfolios/tasks
• Be able to handle difficult customers and adaptable in dealing with difficult situations
• Able to work independently and adapt to fast and complex changes
• Candidates with no prior working experience are welcome to apply PWDs are welcome to apply

About Ministry of Manpower

Championing Human Potential for a Thriving SingaporeSingaporeans are at the heart of what we do. The Ministry of Manpower (MOM) empowers our people and fosters a thriving, inclusive workforce that drives Singapore's growth and prosperity. By working closely with our tripartite partners, industry and community stakeholders, we strive to create workforce and workplace policies that foster resilience, adaptability, and a bright future for a thriving Singapore. As an MOM officer, you will be part of this meaningful mission, contributing across diverse and impactful areas - from shaping forward-looking and effective manpower policies and strengthening industrial relations, to enhancing workplace safety standards and ensuring balanced local and foreign workforce regulations. Here at MOM, we are committed to creating an inclusive experience not just for our national workforce, but also for our officers who work tirelessly to champion human potential for a thriving Singapore.