Public Enquiries & Case Management Lead

Public Service Division; Singapore; Presencial; SGD 120.000 - 180.000; Jornada completa

Descripción de la vacante

Public Service Division is seeking a Senior Manager to lead service excellence across the Workforce Services Division. You will drive public enquiries and MP appeals case management, ensuring timely, accurate responses and continuous improvement.

You will also develop reporting frameworks, monitor performance metrics, and translate data into actionable insights for leadership. The role includes internal quality checks, surveys, audit management, knowledge capture, and staff awards coordination.

Formación

• Experience driving service quality initiatives and handling appeals/feedback.
• Ability to compile and present operational data and reports.
• Knowledge of audit processes, risk and regulatory compliance.

Responsabilidades

• Manage end-to-end handling of public enquiries and MP appeals.
• Develop and maintain reporting frameworks to track performance.
• Design internal quality checks and analyse customer surveys.
• Coordinate internal and external audit processes.
• Establish and maintain a knowledge management system.
• Oversee staff awards nominations and communications.

Conocimientos

Service quality

Analytical skills

Audit & compliance

Knowledge management

Stakeholder engagement

Project management

Herramientas

CRM systems

Case management tools

Descripción del empleo

Public Service Division is seeking a Senior Manager to lead service excellence across the Workforce Services Division. You will drive public enquiries and MP appeals case management, ensuring timely, accurate responses and continuous improvement.

You will also develop reporting frameworks, monitor performance metrics, and translate data into actionable insights for leadership. The role includes internal quality checks, surveys, audit management, knowledge capture, and staff awards coordination.