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

skills & workforce development agency (swda); Singapore; On-site; SGD 70,000 - 95,000; Full time

Job summary

The Skills & Workforce Development Agency (SWDA) is hiring a Manager to support the customer management process for our programmes. You will be the link between citizens and SWDA, handling public feedback, enquiries and appeals and turning engagements into policy insights.

You will lead the Appeals Framework, coordinate across divisions for complex queries, and drive reports and documentation updates. Training staff to handle appeals is also part of the role.

Qualifications

• At least 5 years of relevant work experience in service delivery operations and customer service environment.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills that can translate analysis into in-depth case assessment.

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.
• 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 data/information/statistics and using data visualisations to present findings in meetings.
• Updating customer management documents such as knowledge articles, SOPs, and templated responses; communicating policy changes to stakeholders.
• Conducting training for staff to equip them to manage appeals.

Skills

Interpersonal skills

Customer engagement

Written communication

Verbal communication

Analytical thinking

Problem solving

Attention to detail

Self-motivation

Tools

Excel

Job description

What The Role Is

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.

What The Role Is

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.

What You Will Be Working On

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

What We Are Looking For

• At least 5 years of relevant work experience in service delivery operations and customer service environment
• Possess effective interpersonal and customer engagement skills
• Excellent written and verbal communication skills
• Strong analytical and problem-solving skills that can 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 detailsCandidates without the required qualifications but possess the relevant work experience and required skills will also be consideredCandidates 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.