Senior Manager, Service Excellence & Case Management

Public Service Division; Singapore; On-site; SGD 110,000 - 150,000; Full time

Job summary

Public Service Division in Singapore seeks a Senior Manager to lead service excellence across the Workforce Services Division, ensuring high standards of delivery and continuous improvement. You will oversee public enquiries/MP appeals case management, develop reporting, conduct internal checks and surveys, coordinate audits, build knowledge resources and manage staff recognition programs.

The role requires strong analytical, project and stakeholder engagement skills to drive cross‑functional

Qualifications

• Experience driving service quality enhancements.
• Strong data analysis and reporting abilities.
• Familiarity with audit processes and regulatory requirements.
• Experience in knowledge management systems.
• Proven stakeholder engagement and cross-team collaboration.
• Project management across multiple workstreams.

Responsibilities

• Oversee public enquiries and MP appeals case handling from intake to closure.
• Develop reporting frameworks to monitor performance and outcomes.
• Design and analyse internal quality checks and customer surveys.
• Coordinate internal and external audits and implement corrective actions.
• Establish and maintain knowledge management systems.
• Manage staff award nominations and recognition programs.

Skills

Service excellence

Analytical skills

Audit & compliance

Knowledge management

Stakeholder engagement

Project management

Tools

CRM systems

Case management tools

Job description

Public Service Division in Singapore seeks a Senior Manager to lead service excellence across the Workforce Services Division, ensuring high standards of delivery and continuous improvement. You will oversee public enquiries/MP appeals case management, develop reporting, conduct internal checks and surveys, coordinate audits, build knowledge resources and manage staff recognition programs.

The role requires strong analytical, project and stakeholder engagement skills to drive cross‑functional