Manager / Senior Manager, SkillsFuture Credit Programme (PED)

SkillsFuture Singapore; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A statutory board under the Ministry of Education is seeking a customer management professional to oversee public feedback processes. The ideal candidate will have over 5 years of relevant experience and strong skills in communication, problem-solving, and stakeholder management. This role involves driving the preparation of reports, managing enquiries, and coordinating with team members, along with conducting training sessions. A 1-year contract may lead to permanent tenure, enhancing lifelong learning systems in Singapore.

Qualifications

• At least 5 years of relevant work experience in service delivery operations and customer service environment.
• Strong ability to handle exceptional cases.
• Self-motivated and resilient to manage difficult customers.

Responsibilities

• Review and implement the Appeals Framework for key programmes.
• Manage and address public enquiries and feedback within stipulated timeframe.
• Liaise and coordinate with team members for query resolution.
• Prepare reports by collating and tracking data for key meetings.
• Conduct training for staff to manage appeals.

Skills

Interpersonal and customer engagement skills

Excellent written and verbal communication

Analytical and problem-solving skills

Proficiency in Excel

Attention to detail

Job description

About the role

Working in a dynamic environment supporting the customer management process for programmes that the Division oversees. You will be the link between citizens and SSG 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.

Responsibilities

• 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, and statistics for regular reporting and using data visualisations to present findings in appropriate formats in key meetings
• Reviewing 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

Qualifications

• At least 5 years of relevant work experience in service delivery operations and customer service environment
• Possession of 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 a 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

Benefits & Information

Successful candidates will be offered a 1‑year contract with potential for a 1‑year extension and consideration for permanent tenure thereafter.

Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out www.myskillsfuture.gov.sg for details on the CSP.

About SkillsFuture Singapore

SkillsFuture Singapore (SSG) is a statutory board under the Ministry of Education (MOE). It will drive and coordinate the implementation of the national SkillsFuture movement, promote a culture and holistic system of lifelong learning through the pursuit of skills mastery, and strengthen the ecosystem of quality education and training in Singapore. SSG will strengthen the adult training infrastructure by taking on all existing functions of the Committee for Private Education (CPE) and guide the Institute for Adult Learning (IAL) to enhance the capabilities and professionalism of adult educators. SSG will play a key role in the quality assurance for private education institutions and adult training centres. Together with educational institutions and training partners, SSG will ensure that students and working adults have access to high quality, industry‑relevant training throughout life. SSG will also bring together synergies in continuing education and training (CET) and pre‑employment training (PET), so skills requirements will continue to meet the demands of different sectors of the economy.