Manager, Customer Management for SkillsFuture Level-Up Programme (WPD) [Temp - 1 Year]

Skills and Workforce Development Agency; Singapore; On-site; SGD 56,000 - 89,000; Full time

Job summary

Skills and Workforce Development Agency in Singapore seeks a Manager to support the customer management process for division programmes, acting as the link between citizens and SWDA to handle feedback, enquiries, and appeals. You will gather insights to inform policy and ensure programme objectives are met.

You will lead the Appeals Framework, coordinate with teams for escalation, prepare regular data-driven reports with visualisations, refresh knowledge bases and SOPs, and train staff to manage

Qualifications

• At least 5 years of relevant work experience in service delivery operations.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Effective interpersonal and customer engagement skills.
• Proficiency in Excel for data tracking and reporting.

Responsibilities

• Reviewing and implementing the Appeals Framework for key programmes.
• Managing public enquiries and feedback per policy and timelines.
• Coordinate with team members and divisions for complex queries.
• Prepare reports by collating data and presenting findings in meetings.
• Update knowledge articles, SOPs, and templated responses for efficiency.
• Conduct training to equip staff to manage appeals.

Skills

Interpersonal skills

Customer engagement

Written communication

Verbal communication

Analytical thinking

Excel proficiency

Resilience

Attention to detail

Public feedback handling

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

Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out www.myskillsfuture.gov.sg for details on the CSP.