Principal Manager, Incentives Management

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

Job summary

A governmental organization in Singapore is seeking a Principal Manager to oversee operations within the Levy and Incentives Management Division. You'll lead a team and manage significant programmes, ensuring alignment with strategic policies. Candidates should have at least 7 years of relevant experience, excellent people management skills, and a strong customer service attitude. This role offers a one-year contract with potential for extension, fostering an environment aimed at lifelong learning and skills mastery.

Qualifications

• At least 7 years of relevant work experience in operations, programme or project management.
• Strong people management skill, with at least 3 years in a supervisory role.
• Able to multi-task and perform well under pressure.

Responsibilities

• Supervising a team of managers and overseeing programme operations.
• Formulate and review operational policies to support programs.
• Collaborate with stakeholders to facilitate service delivery.

Skills

Operations management

People management

Customer service

Analysis and reporting

Interpersonal skills

Job description

What the role is:

Levy and Incentives Management Division (LIMD) is part of SSG’s Incentives Management and Enforcement Group (IMEG) which contributes to pan-organisational efforts of building an effective, responsive and inclusive CET eco-system through effective grant management, Skills Development Levy (SDL) collection, and enforcement against fraud and abuse. LIMD drives effective SDL collection and grant management to contribute towards the development of a responsive and high-quality CET ecosystem.

What you will be working on:

As a Principal Manager, you are a Team Leader supervising a team of Managers. You report to the Deputy Director and are responsible for the operations management of SSG’s programmes such as SkillsFuture Credits, SkillsFuture Enterprise Credit and other funding programmes.

Responsibilities and Competencies:

• Policy-Operations-Technology Integration
  • Strategic System Alignment: Ensure operational processes are supported by technology systems and aligned with SSG’s funding policies and strategic intent
  • Operational Policy Development: Formulate and review operational policies to support programme implementation and grants management, translating policy directives into operational guides
  • Continuous Improvement Management: Implement systematic refinements to enhance operational effectiveness while maintaining compliance and quality standards.
• User Experience and Customer Service Mindset
  • Customer Journey Design: Develop comprehensive end-to-end customer interaction points (offline and online); identifying service gaps and value-creation opportunities.
  • Process Streamlining and Appeals Management: Streamline customer management processes and appeal process; manage escalated enquiries and audit queries on post training activities, grant administration and disbursement process.
  • Service Standards Implementation: Implement robust service standards and monitor performance of the process to ensure alignment with service framework.
• Partnership and Vendor Management
  • Strategic Stakeholder Collaboration: Collaborate effectively with internal and external stakeholders and service providers to facilitate delivery of shared services.
  • System Development Coordination: Coordinate with internal divisions and service providers to manage system development, change requests, problem resolution, including validating requirements and testing.
  • Vendor Performance Management: Develop workflows and work instructions for outsourced providers to implement the programmes; monitors service provider performance in operational delivery and customer service.
• Performance Monitoring and Reporting
  • Performance Analytics and Reporting: Monitor, track and report programme performance including Service Level Agreements indicators and Key Performance indicators, translating metrics into actionable insights for management.
  • Risk Assessment and Mitigation: Identify areas of risks, devise mitigating measures, and establishes control measures to ensure operations align with intended policy parameters.
• People Management
  • Nurtures and provide guidance to team members and develops their leadership and functional capabilities through mentoring and coaching.

What we are looking for:

You are passionate about solving customer issues, detail-oriented with key strengths in operations management and work processes. You are a people person and is committed to nurture, develop and give guidance to your team members.

• Proficient in executing job duties with required competencies.
• At least 7 years of relevant work experience in operations, programme or project management.
• Strong people management skill, with at least 3 years in a supervisory role
• Strong customer service attitude
• Strong in analysis, communication (both verbal and written), interpersonal, process and project management skills
• Able to multi-task, work independently and perform well under pressure and tight timelines

Note: This is a team lead role.

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.