Senior Manager, Service Excellence & Case Management

sggovterp; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

The Senior Manager role in the Workforce Services Division focuses on driving service excellence across public enquiries and MP appeals, with emphasis on timely responses and quality improvements. Responsibilities include reporting, audits, knowledge management, and staff recognition to ensure high standards of service delivery.

Applicants should have a background in public or employment-related services and be adept at stakeholder engagement, data analysis, and multi-project coordination in a

Qualifications

• Experience driving service quality initiatives and handling appeals.
• Strong analytics to translate data into actionable improvements.
• Knowledge of audit processes, risk management, and compliance.
• Experience in building knowledge repositories and learning resources.

Responsibilities

• Handle public enquiries and MP appeals end-to-end with timely, accurate responses.
• Develop reporting frameworks to track performance, outcomes and updates.
• Design internal quality checks to ensure consistent service delivery.
• Coordinate audits and manage corrective actions across teams.
• Establish and maintain a robust knowledge management system.
• Oversee staff award nominations, records, and communications.

Skills

Service quality management

Analytical reporting

Audit and compliance

Knowledge management

Stakeholder engagement

Organisational/project management

Education

Background in public service, social services, or employment-related services

Tools

CRM systems

Case management tools

Job description

The Senior Manager role in the Workforce Services Division focuses on driving service excellence across public enquiries and MP appeals, with emphasis on timely responses and quality improvements. Responsibilities include reporting, audits, knowledge management, and staff recognition to ensure high standards of service delivery.

Applicants should have a background in public or employment-related services and be adept at stakeholder engagement, data analysis, and multi-project coordination in a