Senior Operations & Case Management Leader

Government Technology Agency (GovTech); Singapore; On-site; SGD 60,000 - 84,000; Full time

Job summary

GovTech in Singapore seeks an operationally experienced professional to ensure smooth operation of HDB’s services, focusing on case management, stakeholder engagement, and system enhancements with IT and vendors. You will use data analytics and automation to streamline reporting, drive efficiency, and improve customer experience.

You will monitor KPIs, conduct investigations, train frontline staff, and design dashboards to support data-driven decisions across the team.

Qualifications

• Bachelor’s degree in Real Estate, Estate Management, Business Administration, or related field.
• Minimum 3 years of experience in operational or case management roles, preferably within government agencies or public sector organisations.
• Demonstrated experience in customer service operations, workflow management, and service delivery processes.
• Previous exposure to correspondence management systems or similar customer-facing platforms is highly desirable.
• Proven track record in monitoring service performance indicators, conducting data analysis for operational improvements, and preparing statistical reports for management review.
• Experience in stakeholder engagement and cross-functional project coordination, particularly in system enhancement or process improvement initiatives.

Responsibilities

• Case Management & Daily Operations: Serve as the primary escalation point for operational staff on complex, sensitive, or impasse cases, providing guidance and facilitating resolution through effective stakeholder engagement.
• Case Management & Daily Operations: Conduct service investigations into feedback, identifying root causes and recommending corrective actions to prevent recurrence.
• Case Management & Daily Operations: Provide hands-on support and coaching to frontline staff on case handling procedures, service standards, and the use of case management systems.
• Case Management & Daily Operations: Ensure cases are progressed in a timely manner and that service level timelines and KPIs are consistently met.
• Case Management & Daily Operations: Liaise with internal stakeholders across divisions to coordinate case resolution and remove operational bottlenecks.
• Service Performance & Analysis: Monitor organisational service performance indicators on a regular basis and conduct in-depth analysis of performance data to identify trends and areas for improvement.
• Service Performance & Analysis: Prepare regular service performance reports and deliver presentations to senior management, highlighting key findings, trends, and recommendations for operational improvements.
• Service Performance & Analysis: Design and maintain interactive visualisation dashboards to provide real-time visibility into service performance metrics, enabling data-driven decision-making across the team and management.
• Systems & Process Improvement: Collaborate with IT and relevant stakeholders on system enhancements for HDB's Correspondence Management System, including the curation of templated replies, refinement of feedback categories, and improvements to workflow efficiency.
• Systems & Process Improvement: Identify opportunities to automate repetitive operational tasks and reporting workflows, leveraging automation tools to improve efficiency and reduce manual effort.
• Systems & Process Improvement: Support User Acceptance Testing (UAT) for system upgrades and new features, working with operational users to validate functionality and flag issues before deployment.
• Systems & Process Improvement: Conduct training and briefings for operational users on new system initiatives and updated procedures.

Job description

GovTech in Singapore seeks an operationally experienced professional to ensure smooth operation of HDB’s services, focusing on case management, stakeholder engagement, and system enhancements with IT and vendors. You will use data analytics and automation to streamline reporting, drive efficiency, and improve customer experience.

You will monitor KPIs, conduct investigations, train frontline staff, and design dashboards to support data-driven decisions across the team.