Senior Manager, Service Excellence & Case Management

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

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.