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

Skills & Workforce Development Agency (SWDA); Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

Skills & Workforce Development Agency (SWDA) in Singapore seeks a Manager to support the customer management process for its programmes. You will be the link between citizens and SWDA, addressing public feedback, enquiries and appeals.

The role involves reviewing the Appeals Framework, coordinating with teams, preparing data-driven reports, and updating knowledge articles and SOPs to ensure high-quality service and policy alignment.

Qualifications

• At least 5 years of relevant work experience in service delivery operations and customer service environment.
• Strong interpersonal and customer engagement skills are required.
• Excellent written and verbal communication skills are essential.
• Strong analytical and problem-solving abilities for in-depth case assessment.

Responsibilities

• Review and implement the Appeals Framework for key programmes.
• Manage and address public enquiries and feedback within policy guidelines.
• Coordinate with team members and relevant divisions for query resolution.
• Prepare reports by collating data and using visualisations for meetings.
• Update customer management documents such as SOPs and templated responses and communicate changes to stakeholders.
• Conduct staff training to equip them to manage appeals.

Skills

Interpersonal skills

Customer engagement

Written & verbal communication

Analytical thinking

Excel proficiency

Attention to detail

Self-motivation

Resilience

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 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 details

Candidates without the required qualifications but possess the relevant work experience and required skills will also be considered