Manager, Customer Operations (Services Sector), WPD

Ministry of Manpower; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A government agency in Singapore is seeking a dedicated professional to evaluate Work Pass applications and lead the operationalization of policy changes. The ideal candidate will have tertiary qualifications, strong analytical and problem-solving skills, excellent communication abilities, and a customer-focused mindset. This role involves handling complex cases, collaborating with stakeholders, and ensuring efficient processes.

Qualifications

• Tertiary qualifications in any discipline.
• Strong analytical and problem-solving skills are essential.
• Excellent customer service and communication skills required.

Responsibilities

• Evaluate Work Pass applications and provide tailored recommendations.
• Operationalize Work Pass policy changes and drive project implementation.
• Handle escalated Work Pass queries and advise on walk-in cases.

Skills

Customer service

Communication skills

Analytical skills

Creative thinking

Problem-solving skills

Team player

Education

Tertiary qualifications in any discipline

Job description

What the role is:

The job holder is responsible for implementing foreign manpower policies, evaluating Work Pass applications/appeals, reviewing operational processes, and handling public enquiries to meet the industry’s foreign manpower needs through a flexible, responsive, and dynamic Work Pass Framework.

What you will be working on:

• Evaluate Work Pass applications and tailor recommendations or replies to appeals, especially for complex cases that fall outside established guidelines.
• Lead in operationalizing Work Pass policy changes, acting as a nexus between policy, operations/IT, and driving overall project implementation.
• Lead reviews and process re-designs to continually enhance operational processes, ensuring they remain relevant, effective, and efficient. This includes working closely with internal and external stakeholders.
• Handle Work Pass queries escalated from various MOM communication channels and provide prompt advice to MOM Services Centre for walk-in cases.

What we are looking for:

• Tertiary qualifications in any discipline.
• Good customer service, communication (written and spoken), and interpersonal skills.
• Strong analytical, creative thinking, and problem-solving skills.
• A team player with a customer-focused mindset.
• Ability to work independently, adapt to fast and complex changes, and handle multiple tasks/portfolios.

About Ministry of Manpower

The Ministry of Manpower (MOM) champions human potential for a thriving Singapore. We empower our people and foster an inclusive workforce that drives Singapore's growth and prosperity. By collaborating with tripartite partners, industry, and community stakeholders, we create workforce and workplace policies that foster resilience, adaptability, and a bright future.
As an MOM officer, you will contribute to this meaningful mission across diverse areas—shaping manpower policies, strengthening industrial relations, enhancing workplace safety, and balancing local and foreign workforce regulations. We are committed to an inclusive experience for our national workforce and our officers who work tirelessly to champion human potential for a thriving Singapore.