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

Skills and Workforce Development Agency; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Skills and Workforce Development Agency in Singapore seeks an experienced Manager to lead customer management for national programmes. You will bridge citizens and SWDA, handling feedback, enquiries and appeals, and translating insights into policy and programme improvements.

You will drive data reporting, knowledge management, and staff training to ensure consistent service delivery and timely policy updates across divisions. Strong communication and analytical skills are essential.

Qualifications

• Minimum 5 years of experience in service delivery operations and customer service.
• Excellent written and verbal communication.
• Strong analytical and problem-solving skills.
• Proficiency in Excel for data entry and reporting.
• Meticulous and detail-oriented with ability to handle difficult customers.
• Candidate with relevant experience but lacking formal qualifications will be considered.

Responsibilities

• Review and implement Appeals Framework for key programmes.
• Manage public enquiries and feedback within policy guidelines.
• Coordinate with teams for complex stakeholder queries and escalations.
• Prepare reports and visualise data for meetings.
• Update knowledge articles, SOPs and templated responses.
• Conduct staff training on appeals handling.

Skills

Customer service

Interpersonal skills

Written and verbal communication

Analytical thinking

Excel proficiency

Stakeholder management

Education

Bachelor's degree in relevant field

Tools

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

About Skills and Workforce Development Agency

The Skills and Workforce Development Agency (SWDA), a statutory board under the Ministry of Manpower (MOM), drives lifelong learning and workforce development to enable Singaporeans to take charge of their careers, learn for life, access good jobs, and grow in fulfilling careers. We enable employers to build a skilled, future-ready workforce, design quality jobs, and adopt skills recognition practices. Together with our partners, we build a trusted, high-quality, industry-relevant, and innovative ecosystem that meets the evolving workforce needs of both businesses and workers.Guided by our vision of a Singapore where everyone can grow in fulfilling careers, we live our promise of Building Skills, Growing Careers by nurturing lifelong learning, strengthening employability and enabling career growth for all, including our own officers, through a continuous learning culture and a supportive, flexible, inclusive working environment that fosters innovation, collaboration, and well-being.So, join us to be part of a dynamic team driving the national SkillsFuture movement and building a strong Singaporean core. Together, we create opportunities, transform lives, and shape the future of work.