Manager, Customer Management for SkillsFuture Level-Up Programme (WPD)

skills and workforce development agency; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

The skills and workforce development agency is seeking a Manager to support the customer management process for programmes overseen by the Division. You will link citizens with SWDA by handling public feedback, enquiries, and appeals and provide insights to inform policy formulation.

As a Manager, you will review and implement the Appeals Framework, coordinate with teams for complex queries, prepare reports with data visuals for meetings, update SOPs and templated responses, and conduct staff

Qualifications

• At least 5 years of relevant work experience in service delivery operations and customer service.
• Effective interpersonal and customer engagement skills.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills that translate analysis into in-depth case assessment and strong ability to handle exceptional cases.
• Proficiency in Excel for data entry, tracking, and generating reports.
• Self- motivated and resilient to be able to handle difficult customers.
• Meticulous and attentive to details.

Responsibilities

• Reviewing and implementing the Appeals Framework for key programmes.
• Managing and addressing public enquiries and feedback adhering to policy guidelines and established protocols within stipulated timeframe.
• Being the key point of liaising and coordinating with team members and relevant divisions for query resolution in handling complex stakeholder queries and escalations.
• Driving the preparation of reports by collating and tracking data/ information / statistics for regular reporting and using data visualisations to present findings in appropriate formats in key meetings.
• Driving the review and updating key customer management documents such as knowledge articles, SOPs, templated responses to enhance efficiency, quality and performance consistency, and communicating changes and updates to policy and SOP to key stakeholders timely and effectively.
• Conducting training for staff to equip them to manage appeals.

Skills

Interpersonal and customer engagement

Written and verbal communication

Analytical and problem-solving

Self-motivation

Resilience

Attention to detail

Tools

Excel

Job description

Working in a dynamic environment supporting the customer management process for programmes that the Division oversees. You will be the link between citizens and SWDA for key programmes targeted at Individuals by managing and addressing public feedback, enquiries and appeals. You will provide insights from your engagements with citizens to help inform policy formulation and review to ensure programmes objectives are met.

As a Manager, you will be responsible for:

• Reviewing and implementing the Appeals Framework for key programmes
• Managing and addressing public enquiries and feedback adhering to policy guidelines and established protocols within stipulated timeframe
• Being the key point of liaising and coordinating with team members and relevant divisions for query resolution in handling complex stakeholder queries and escalations
• Driving the preparation of reports by collating and tracking data/ information / statistics for regular reporting and using data visualisations to present findings in appropriate formats in key meetings
• Driving the review and updating key customer management documents such as knowledge articles, SOPs, templated responses to enhance efficiency, quality and performance consistency, and communicating changes and updates to policy and SOP to key stakeholders timely and effectively
• Conducting training for staff to equip them to manage appeals

Requirements:

1. At least 5 years of relevant work experience in service delivery operations and customer service environment
2. Possess effective interpersonal and customer engagement skills
3. Excellent written and verbal communication skills
4. Strong analytical and problem-solving skills that can translate analysis into in-depth case assessment and strong ability to handle exceptional cases
5. Proficiency in Excel for data entry, tracking, and generating reports
6. Self- motivated and resilient to be able to handle difficult customers
7. Meticulous and attentive to details