Principal Manager/Senior Manager, Customer Ops (SG WorkPass), WPD (Contract)

Ministry of Manpower; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A government ministry in Singapore is seeking a product strategist to join the SGWorkPass team. The role requires 5 to 8 years of experience in operational policy development and digital transformation projects. Responsibilities include driving product strategy, overseeing development processes, and engaging stakeholders to enhance user experience. This position is crucial for promoting a trusted app for foreign workers, ensuring their interests are safeguarded.

Qualifications

• 5 to 8 years of working experience in operational policy development and strategic planning.
• Experience in digital transformation projects is advantageous.
• Understanding of public sector financial management and government processes required.

Responsibilities

• Develop SGWorkPass product strategy based on data analysis.
• Oversee end-to-end product development including quality assurance.
• Foster stakeholder engagement through workshops and discussions.

Skills

Leadership skills

Stakeholder engagement

Team collaboration

Operational policy development

Digital transformation

Job description

What the role is:

What the role is: You will be part of the SGWorkPass team in the Work Pass Division that drives the development of the SGWorkPass app as a trusted app for foreign workers, allowing them to make informed employment decisions and enable them to transact directly with us. We want to help safeguard foreign workers’ interest through the app and help Singapore become a country of choice for global talent.

What you will be working on:

• Develop SGWorkPass product strategy through data driven analysis of user requirements, market trends, and new technologies including AI-powered verification systems
• Provide inputs to decision-making for feature prioritization, resource allocation, and implementation timelines based on user requirements, technical feasibility, and policy alignment
• Contribute in innovation initiatives by evaluating global best practices in digital identity and mobile government services to enhance product capabilities
• Oversee end‑to‑end product development, including specification reviews, user story approvals, and quality assurance processes
• Foster stakeholder engagement through workshops, strategic planning sessions, and regular alignment discussions to ensure product meets organizational objectives
• Champion user experience improvements through analysis of metrics and feedback
• Implement comprehensive user education and onboarding solutions while ensuring alignment with digital government benchmarks
• Contribute to technological innovation initiatives, including AI integration, biometric capabilities, and future‑ready features to maintain product competitiveness

What we are looking for:

• At least 5 to 8 years of working experience, preferably in operational policy development and strategic planning
• Experience in digital transformation projects is advantageous
• Good understanding of public sector financial management and government processes
• Ability to work effectively with various stakeholders and build positive working relationships
• Strong leadership and team collaboration skills
• Able to work independently as well as in a team
• Knowledge of Singapore's work pass framework would be beneficial
• *PWDs are welcome to apply

About Ministry of Manpower

Championing Human Potential for a Thriving SingaporeSingaporeans are at the heart of what we do. The Ministry of Manpower (MOM) empowers our people and fosters a thriving, inclusive workforce that drives Singapore's growth and prosperity. By working closely with our tripartite partners, industry and community stakeholders, we strive to create workforce and workplace policies that foster resilience, adaptability, and a bright future for a thriving Singapore.As an MOM officer, you will be part of this meaningful mission, contributing across diverse and impactful areas - from shaping forward‑looking and effective manpower policies and strengthening industrial relations, to enhancing workplace safety standards and ensuring balanced local and foreign workforce regulations. Here at MOM, we are committed to creating an inclusive experience not just for our national workforce, but also for our officers who work tirelessly to champion human potential for a thriving Singapore.