Senior Programs & Operations Leader

Skills and Workforce Development Agency; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Skills and Workforce Development Agency (SWDA) invites a Principal Manager to lead a team of Managers within the Incentives Management Division, overseeing programmes like SkillsFuture Credits and other funding initiatives.

You will report to the Assistant Director, drive operations, policy translation into guides, system alignment, and service excellence across offline and online touchpoints. The role focuses on building a responsive CET ecosystem and ensuring effective grant management.

Qualifications

• At least 7 years of relevant work experience in operations, programme or project management.
• Strong people management skill, with at least 3 years in a supervisory role.
• Strong customer service attitude.
• Strong in analysis, communication (both verbal and written), interpersonal, process and project management skills.
• Able to multi-task, work independently and perform well under pressure and tight timelines.

Responsibilities

• Strategic System Alignment: Ensure operational processes are supported by technology systems and aligned with SWDA’s funding policies and strategic intent.
• Operational Policy Development: Formulate and review operational policies to support programme implementation and grants management, translating policy directives into operational guides.
• Continuous Improvement Management: Implement systematic refinements to enhance operational effectiveness while maintaining compliance and quality standards.
• Customer Journey Design: Develop comprehensive end-to-end customer interaction points (offline and online); identifying service gaps and value-creation opportunities.
• Process Streamlining and Appeals Management: Streamline customer management processes and appeal processes; manage escalated enquiries and audit queries on post training activities, grant administration and disbursement process.
• Service Standards Implementation: Implement robust service standards and monitor performance of the process to ensure alignment with service framework.
• Strategic Stakeholder Collaboration: Collaborate effectively with internal and external stakeholders and service providers to facilitate delivery of shared services.
• System Development Coordination: Coordinate with internal divisions and service providers to manage system development, change requests, problem resolution, including validating requirements and testing.
• Vendor Performance Management: Develop workflows and work instructions for outsourced providers to implement the programmes; monitors service provider performance in operational delivery and customer service.
• Performance Analytics and Reporting: Monitor, track and report programme performance including Service Level Agreements indicators and Key Performance indicators, translating metrics into actionable insights for management.
• Risk Assessment and Mitigation: Identify areas of risks, devise mitigating measures, and establishes control measures to ensure operations align with intended policy parameters.
• Nurtures and provide guidance to team members and develops their leadership and functional capabilities through mentoring and coaching.

Skills

People management

Analytical skills

Communication skills

Project management

Customer service mindset

Job description

Skills and Workforce Development Agency (SWDA) invites a Principal Manager to lead a team of Managers within the Incentives Management Division, overseeing programmes like SkillsFuture Credits and other funding initiatives.

You will report to the Assistant Director, drive operations, policy translation into guides, system alignment, and service excellence across offline and online touchpoints. The role focuses on building a responsive CET ecosystem and ensuring effective grant management.