Senior Manager, Service Excellence & Case Management

Skills and Workforce Development Agency; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

Skills and Workforce Development Agency seeks a Senior Manager to drive service excellence across the Workforce Services Division, ensuring high standards of delivery and continuous improvement.

The role covers public enquiries/MP appeals case management, reporting, internal checks, audits, knowledge management, and staff awards. Candidates will work across multiple teams to ensure timely, compliant, and customer-centered outcomes. Contract offered initially with potential extension.

Qualifications

• Background in public service, social services, or employment-related services
• Familiarity with CRM systems and case management tools

Responsibilities

• Handle end-to-end public enquiries and MP appeals cases with timely, accurate responses and proper documentation.
• Develop and maintain reporting frameworks to track service performance and outcomes for management.
• Design and conduct internal quality checks to ensure consistency in service delivery across the division.
• Coordinate internal and external audit processes and manage audit findings with corrective actions.
• Establish and maintain a knowledge management system to capture and disseminate institutional knowledge.
• Manage staff awards nominations and recognition programmes with timely communication to stakeholders.

Skills

Service excellence

Analytical and reporting

Audit and compliance management

Knowledge management

Stakeholder engagement

Organisational and project management

Tools

CRM systems

Case management tools

Job description

Skills and Workforce Development Agency seeks a Senior Manager to drive service excellence across the Workforce Services Division, ensuring high standards of delivery and continuous improvement.

The role covers public enquiries/MP appeals case management, reporting, internal checks, audits, knowledge management, and staff awards. Candidates will work across multiple teams to ensure timely, compliant, and customer-centered outcomes. Contract offered initially with potential extension.