Senior Manager/Manager, Customer Operations, LRWD

Ministry of Manpower; Singapore; On-site; SGD 70,000 - 100,000; Full time

Job summary

A leading governmental organization in Singapore is looking for a Senior Manager/Manager in Customer Operations. This role focuses on providing reliable advice on the Employment Act and managing escalated customer queries. Ideal candidates will have a tertiary qualification, experience in customer service, and strong communication skills. You will play a crucial role in enhancing the service culture and knowledge management related to employment issues.

Qualifications

• Tertiary qualification is preferred; HR background is an asset.
• Experience in customer service with diverse customers.
• Good communication and concise writing skills.

Responsibilities

• Manage escalated queries on Employment Act and employment-related issues.
• Compile and analyze data from public enquiries for planning and policy reviews.
• Update FAQs and improve knowledge management.

Skills

Customer service

Communication

Writing

Data analysis

Education

Tertiary qualification in any discipline

Background in Human Resources

Tools

Microsoft Excel

Job description

What the role is:

As a Senior Manager/Manager, Customer Operations, you are primarily responsible for providing timely, reliable advice to customers on the Employment Act and employment-related issues. You will also promote and strengthen the service culture of the division.

What you will be working on:

• Assess and manage escalated queries and feedback on Employment Act and employment-related issues through phone calls, written replies, MOM website, and QSM, and where necessary, advise customers over phone or email
• Compile and analyze data from public enquiries for planning and policy reviews
• Improve knowledge management by expanding the database of sample responses, FAQs, and techniques/approaches
• Review and update FAQs on employment practices on the MOM website
• Coordinate with other departments and government agencies on service initiatives.

What we are looking for:

• Tertiary qualification in any discipline; candidates with a background in Human Resources and knowledge of the Employment Act are preferred
• Experience in customer service or dealing with diverse customers
• Good communication and concise writing skills
• Proficiency in Microsoft Excel and some knowledge of data extraction

About Ministry of Manpower

The Ministry of Manpower (MOM) champions human potential for a thriving Singapore. We empower our people and foster an inclusive workforce that drives Singapore's growth. We work with tripartite partners, industry, and community stakeholders to create policies that foster resilience, adaptability, and prosperity. As an MOM officer, you will contribute to shaping manpower policies, industrial relations, workplace safety, and workforce regulations. We are committed to an inclusive environment for our workforce and officers dedicated to championing human potential for a thriving Singapore.