Senior Manager, Service Excellence & Case Management

Skills & Workforce Development Agency (SWDA); Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

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

The role focuses on managing public enquiries and MP appeals, developing reporting frameworks, conducting internal quality checks, coordinating audits, and building a robust knowledge management system to support diverse stakeholder needs.

Qualifications

• Experience managing public enquiries and MP appeals cases
• Ability to design and implement reporting frameworks
• Track record in internal quality checks and process improvement
• Familiarity with audits and compliance requirements
• Knowledge management and staff recognition processes

Responsibilities

• Manage end-to-end handling of public enquiries and MP appeals cases, ensuring timely responses
• Develop and maintain regular reporting frameworks to track performance and outcomes
• Design internal quality checks to ensure consistency in service delivery
• Coordinate internal and external audits and drive corrective actions
• Establish and maintain a robust knowledge management system
• Oversee staff awards nominations and recognition programs
• Engage stakeholders and coordinate cross-functional teams to drive improvements

Skills

Service excellence

Analytics

Stakeholder engagement

Project management

Audit & compliance

Education

Public service background

Tools

CRM systems

Case management tools

Job description

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

The role focuses on managing public enquiries and MP appeals, developing reporting frameworks, conducting internal quality checks, coordinating audits, and building a robust knowledge management system to support diverse stakeholder needs.