Senior Manager, Business & Service Excellence [WSD]

Skills and Workforce Development Agency; Singapore; On-site; SGD 110,000 - 170,000; Full time

Job summary

Skills and Workforce Development Agency in Singapore seeks a Senior Manager to drive service excellence within the Workforce Services Division. You will oversee public enquiries and MP appeals, develop performance reporting, and coordinate audits to ensure compliance.

The role also focuses on quality checks, customer satisfaction surveys, knowledge management, and staff recognition programs to continuously improve service delivery. A contract may lead to permanent tenure based on performance.

Qualifications

• Experience driving service quality improvements and handling feedback processes.
• Ability to compile and present operational data and reports.
• Knowledge of audit processes, risk management, and compliance.
• Experience building and maintaining knowledge repositories.
• Strong interpersonal skills to work across teams and with external parties.
• Ability to manage multiple workstreams and meet deadlines in a fast-paced setting.

Responsibilities

• Manage end-to-end handling of public enquiries and MP appeals, ensuring timely responses and proper documentation.
• Develop reporting frameworks to track service performance and update management.
• Design internal quality checks and administer customer satisfaction surveys.
• Coordinate internal and external audits and address corrective actions.
• Establish and maintain a robust knowledge management system.
• Oversee staff awards nominations and recognition processes.

Skills

Service quality management

Analytical reporting

Audit & compliance

Knowledge management

Stakeholder engagement

Project management

Tools

CRM systems

Case management tools

Job description

The Senior Manager will play a pivotal role in driving service excellence across the Workforce Services Division, ensuring high standards of service delivery and continuous improvement.

Public Enquiries/MP Appeals Case Management

Manage the end-to-end handling of public enquiries and Member of Parliament (MP) appeals cases, ensuring timely and accurate responses that meet organisational standards. Monitor case progress, coordinate with relevant stakeholders to resolve complex cases, and maintain proper documentation for reporting purposes.

Reporting and Updates

Develop and maintain regular reporting frameworks to track service performance metrics, case outcomes, and operational updates. Prepare and present reports to management and relevant stakeholders, translating data into actionable insights to support decision-making and continuous service improvement.

Internal Checks and Customer Satisfaction Surveys

Design and conduct internal quality checks to ensure consistency and accuracy in service delivery across the division. Administer and analyse customer satisfaction surveys, identifying trends and areas for improvement to enhance the overall customer experience.

Audit Management

Coordinate internal and external audit processes, ensuring the division's operations meet compliance standards and organisational policies. Manage audit findings, and ensure various teams implement corrective action plans in a timely manner.

Knowledge Management

Establish and maintain a robust knowledge management system to capture, organise, and disseminate institutional knowledge across the division.

Staff Awards and Recognition

Manage the end-to-end process for staff award nominations and recognition programmes, including coordinating submissions, maintaining records, and ensuring timely communication to stakeholders.

Key Competencies

• Service excellence and service quality management : Demonstrated ability to drive service quality initiatives, manage appeals and feedback processes, and implement improvements based on data and customer insights.
• Analytical and reporting skills : Proficiency in compiling, analysing, and presenting operational data and reports to support management decision-making.
• Audit and compliance management : Strong understanding of audit processes, risk management, and regulatory compliance, with experience in coordinating internal and external audits.
• Knowledge management : Experience in developing and maintaining knowledge repositories, and organisational learning resources.
• Stakeholder engagement : Strong interpersonal and communication skills with the ability to work effectively across teams and with external parties.
• Organisational and project management skills: Ability to manage multiple workstreams concurrently, prioritise effectively, and meet deadlines in a fast-paced environment .

Preferred Qualifications

• Background in public service, social services, or employment-related services
• Familiarity with CRM systems and case management tools

Successful candidates will be offered a contract in the first instance and may be considered for an extension or be placed on a permanent tenure.

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