Senior Manager: Service Excellence & Case Management

skills and workforce development agency; Singapore; On-site; SGD 120,000 - 170,000; Full time

Job summary

The Senior Manager at Skills and Workforce Development Agency will drive service excellence across Workforce Services Division, ensuring high standards of delivery and continuous improvement. You will manage the end-to-end handling of public enquiries and MP appeals, coordinating with stakeholders to resolve complex cases and maintain documentation.

You will develop reporting frameworks to track performance, present insights to management, and design internal quality checks.

Qualifications

• Minimum requirement: experience in service delivery improvement and governance.
• Experience in handling enquiries and case management.
• Understanding of reporting frameworks and performance metrics.

Responsibilities

• Oversee public enquiries and MP appeals case management end-to-end.
• Develop and monitor service performance metrics and reporting.
• Design internal quality checks and lead customer satisfaction surveys.
• Coordinate audit processes and manage corrective actions.
• Establish and maintain a knowledge management system.
• Collaborate across divisions to ensure compliance and continuous improvement.

Skills

Service excellence

Analytical reporting

Audit and compliance management

Knowledge management

Stakeholder engagement

Project management

Education

Public service background

Tools

CRM systems

Case management tools

Job description

The Senior Manager at Skills and Workforce Development Agency will drive service excellence across Workforce Services Division, ensuring high standards of delivery and continuous improvement. You will manage the end-to-end handling of public enquiries and MP appeals, coordinating with stakeholders to resolve complex cases and maintain documentation.

You will develop reporting frameworks to track performance, present insights to management, and design internal quality checks.