Senior Operations & Case Manager

sggovterp; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

sggovterp in Singapore seeks an operationally experienced professional to manage case handling and service performance. You will coordinate with stakeholders across IT and external vendors, analyze operational data, and drive efficiency through automation and enhanced reporting.

The role involves coaching frontline staff, ensuring timely case progression, and supporting system enhancements to improve customer experience. Collaboration and strong communication are essential.

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.
• Demonstrated experience in customer service operations, workflow management, and service delivery processes.
• Experience with correspondence management systems or similar customer-facing platforms is highly desirable.
• Proven ability to monitor service performance indicators and prepare management reports.

Responsibilities

• Case Management & Daily Operations: Serve as escalation point for complex cases and coordinate resolution.
• Conduct service investigations and recommend corrective actions to prevent recurrence.
• Coach frontline staff on case handling procedures and tools; ensure SLAs and KPIs are met.
• Liaise with internal stakeholders to coordinate case resolution and remove bottlenecks.
• Monitor service performance indicators and analyze data to identify trends and improvements.
• Design and maintain dashboards for real-time service visibility and decision making.
• Collaborate with IT on system enhancements and automation of reporting workflows.
• Support UAT for system upgrades and train operational users.

Skills

Stakeholder engagement

Data analysis

Workflow management

Process improvement

Education

Bachelor's degree

Real Estate / Estate Management / Business Administration

Tools

Correspondence Management System

Job description

sggovterp in Singapore seeks an operationally experienced professional to manage case handling and service performance. You will coordinate with stakeholders across IT and external vendors, analyze operational data, and drive efficiency through automation and enhanced reporting.

The role involves coaching frontline staff, ensuring timely case progression, and supporting system enhancements to improve customer experience. Collaboration and strong communication are essential.