Manager, Public Program Appeals & Customer Insights

Skills & Workforce Development Agency (SWDA); Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Skills & Workforce Development Agency (SWDA) in Singapore seeks a Manager/Senior Manager to support the customer management process for government programmes. The role connects citizens with SWDA for key programmes, handling public feedback, enquiries and appeals, and informing policy formulation with engagement insights.

The position involves liaison across teams to resolve complex stakeholder queries, preparing regular data reports with visualisations, updating SOPs and knowledge articles, and

Qualifications

• 3 to 5 years of relevant work experience in service delivery operations and customer service environment.
• Effective interpersonal and customer engagement skills.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills that translate analysis into in-depth case assessment and handle exceptional cases.
• Proficiency in Excel for data entry, tracking, and generating reports.
• Self-motivated and resilient to handle difficult customers.
• Meticulous and attentive to details.

Responsibilities

• Reviewing and implementing the Appeals Framework for key programmes including SFC and TA.
• 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 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.

Skills

Interpersonal skills

Customer engagement

Written and verbal communication

Analytical thinking

Problem solving

Self-motivation

Attention to detail

Resilience

Tools

Excel

Job description

Skills & Workforce Development Agency (SWDA) in Singapore seeks a Manager/Senior Manager to support the customer management process for government programmes. The role connects citizens with SWDA for key programmes, handling public feedback, enquiries and appeals, and informing policy formulation with engagement insights.

The position involves liaison across teams to resolve complex stakeholder queries, preparing regular data reports with visualisations, updating SOPs and knowledge articles, and