Senior Manager, Service Excellence & Insight Delivery

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

Job summary

The Skills and Workforce Development Agency (SWDA), a statutory board under MOM, seeks a Senior Manager to drive service excellence across Workforce Services. You will manage public enquiries and MP appeals, develop performance reports, and lead audits and knowledge management initiatives.

Successful candidate will shape customer experience, engage stakeholders, and oversee staff recognition and continuous improvement within a dynamic government setting in Singapore.

Qualifications

• Service excellence and quality management demonstrated in handling appeals and feedback.
• Analytical, reporting, and data-driven decision-making skills.
• Strong understanding of audit processes, risk management, and regulatory compliance.
• Experience in developing and maintaining knowledge repositories.

Responsibilities

• Coordinate end-to-end public enquiries and MP appeals case handling.
• Develop and maintain reporting frameworks to track service performance and outcomes.
• Design internal quality checks and analyse customer satisfaction surveys.
• Coordinate internal and external audit processes and manage audit findings.
• Establish and maintain a knowledge management system across the division.

Skills

Service excellence

Analytical skills

Audit & compliance

Knowledge management

Stakeholder engagement

Project management

Job description

The Skills and Workforce Development Agency (SWDA), a statutory board under MOM, seeks a Senior Manager to drive service excellence across Workforce Services. You will manage public enquiries and MP appeals, develop performance reports, and lead audits and knowledge management initiatives.

Successful candidate will shape customer experience, engage stakeholders, and oversee staff recognition and continuous improvement within a dynamic government setting in Singapore.