Senior Operations Lead - SkillsFuture Credits & Grants

SkillsFuture Singapore Agency; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

SkillsFuture Singapore Agency is seeking a Principal Manager to lead a team of Managers within the Levy and Incentives Management Division, part of IMEG, overseeing operations for SkillsFuture Credits, SDL, and other funding programmes. You will drive policy-operations-technology integration and ensure services meet strategic goals.

The role emphasises customer journey design, stakeholder collaboration, and performance reporting, with a focus on process improvement, risk management, and strong

Qualifications

• Passionate about solving customer issues and improving operations.
• Proficient in executing duties with required competencies.
• Strong in analysis, communication, interpersonal and project management.

Responsibilities

• Strategic System Alignment: Ensure processes are supported by technology and aligned with funding policies.
• Operational Policy Development: Formulate policies to support programme implementation.
• Continuous Improvement Management: Refine operations while maintaining compliance.
• Customer Journey Design: Develop end-to-end customer interactions and identify gaps.
• Process Streamlining and Appeals Management: Streamline customer processes and manage appeals.
• Service Standards Implementation: Set and monitor service standards.
• Strategic Stakeholder Collaboration: Collaborate with internal and external stakeholders.
• System Development Coordination: Coordinate system development and testing with divisions and providers.
• Vendor Performance Management: Manage outsourced providers and performance.
• Performance Analytics and Reporting: Monitor KPIs and translate metrics into insights.
• Risk Assessment and Mitigation: Identify risks and implement controls.
• People Management: Mentor and develop team members.

Skills

People management

Customer service

Analytical skills

Communication skills

Project management

Multitasking

Job description

SkillsFuture Singapore Agency is seeking a Principal Manager to lead a team of Managers within the Levy and Incentives Management Division, part of IMEG, overseeing operations for SkillsFuture Credits, SDL, and other funding programmes. You will drive policy-operations-technology integration and ensure services meet strategic goals.

The role emphasises customer journey design, stakeholder collaboration, and performance reporting, with a focus on process improvement, risk management, and strong