Senior Operations & Case Management Lead

Public Service Division

Singapore

On-site

SGD 60,000 - 90,000

Full time

7 days ago

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Job summary

Public Service Division in Singapore seeks an operationally experienced professional to oversee case management and service operations. You will support frontline teams, manage complex cases, and work with IT and external vendors to improve systems and reporting.

You will monitor KPI trends, run service investigations, and design dashboards to provide real-time visibility. Experience in data analytics and process automation will be highly valued for improving customer outcomes.

Qualifications

3+ years in operational or case management roles, preferably in government/public sector.
Experience in customer service operations, workflow management, and service delivery processes.
Exposure to correspondence management systems or similar customer-facing platforms is highly desirable.
Proven ability to monitor service performance indicators and prepare management reports.

Responsibilities

Serve as primary escalation point for complex or impasse cases, guiding resolution with stakeholders.
Conduct service investigations to identify root causes and recommend corrective actions.
Provide hands-on support and coaching to frontline staff on case handling and standards.
Ensure timely progression of cases and adherence to SLAs and KPIs.
Coordinate with internal divisions to remove bottlenecks and facilitate case resolution.
Design and maintain dashboards to monitor service performance and enable data-driven decisions.