Manager (Relations Management)

MINDEF; Singapore; On-site; SGD 50,000 - 90,000; Full time

Job summary

MINDEF in Singapore seeks a dedicated professional to manage and resolve complex pre-enlistment public queries with tailored support and proactive engagement. You will drive timely, high-quality outcomes while analysing case data to identify trends.

Surface insights to Subject Matter Experts, support continuous improvements in unit operations and customer relations, and ensure adherence to National Service policies. Appointment depends on experience.

Qualifications

• Experience in case management or customer service preferred.
• Experience in managing CRM data for analysis and reporting advantageous.
• Strong interpersonal and adaptable communication skills.

Responsibilities

• Manage and resolve complex public queries related to pre-enlistment.
• Provide tailored support and ensure timely, high-quality outcomes for each case.
• Engage proactively with the public to address concerns.
• Analyse case data to identify trends and emerging issues.
• Surface insights to Subject Matter Experts for awareness and learning.
• Drive continuous improvements in unit operations and customer relations.

Skills

Case management

CRM data analysis

Interpersonal skills

Job description

What the role is:

You ensure consistent, prompt, and quality resolution of complex public queries relating to pre-enlistment through tailored support and proactive engagement. You also analyse and highlight trends or emerging issues for Subject Matter Experts' awareness and drive continuous improvements in unit operations and customer relations.

What you will be working on:

• Manage and resolve complex public queries relating to pre-enlistment
• Provide tailored support and ensure timely, high-quality outcomes for each case
• Engage proactively with members of the public to address concerns
• Analyse case data to identify trends and emerging issues
• Surface key insights to Subject Matter Experts for awareness and learning
• Drive continuous improvements in unit operations and customer relations

Challenge(s)- Remaining consistent and objective when managing a diverse range of cases- Delivering quality service and maintaining high standards of customer relations while strictly adhering to mandatory National Service policies

What we are looking for:

• Prior experience in case management or customer service is preferred
• Prior experience in managing Customer Relationship Management (CRM) system data for analysis and preparation of reports will be advantageous
• Strong interpersonal skills with the ability to exercise flexibility in working and communication styles(Applicants with no experience may apply.)

Appointment will be commensurate with your experience.Only shortlisted candidates will be notified.

About MINDEF

The mission of MINDEF and the Singapore Armed Forces is to enhance Singapore's peace and security through deterrence and diplomacy, and should these fail, to secure a swift and decisive victory over the aggressor.The Defence Executive Officer (DXO) scheme is the non-uniformed career scheme of MINDEF that offers myriad opportunities in various job functions, such as corporate communications, cyber security, data analytics and visualisation, defence policy, finance, HR, psychology, and more. Embodying the same level of commitment towards defence, DXOs work together with their military counterparts to contribute to MINDEF/SAF’s mission and ensure Singapore's security and stability. United by this common cause, our lines of defence complement each other to secure the prosperity and progress of our nation.