Principal Manager, SkillsFuture Credit and Programme Operations Mgt (LIMD)

What the role is

Levy and Incentives Management Division (LIMD)

LIMD is part of the organisation’s Incentives Management and Enforcement Group (IMEG) which contributes to pan-organisational efforts of building an effective, responsive, and inclusive CET eco-system through effective grant management, Skills Development Levy (SDL) Collection, and enforcement against external fraud and abuse.

LIMD drives effective SDL collection and grant management to contribute towards the development of a responsive and high-quality CET ecosystem.

What you will be working on

As a Principal Manager, you are a Team Leader supervising a team of Managers and Senior Managers. You report to the Deputy Director and are responsible for the operations management of the organisation’s programmes such as SkillsFuture Credits, SkillsFuture Enterprise Credit and other funding programmes.

Your key responsibilities are:

Policy-Operations-Technology Integration and Implementation
1. Ensure operational processes are supported by system and aligned to the organisation’s funding policies and intent.
2. Formulate and review operational policies to support the implementation of the programmes and management of the grants.
3. Implement refinements to continuously improve operational aspects of the programme

User Experience and Customer Service Management
4. Develop end-to-end customer interaction points (offline and online) and the operational processes to implement the programmes; and identify gaps for improvement or opportunities to create value for customers.
5. Streamline customer management and appeal processes.
6. Implement service standards and monitor performance of the process delivery to ensure alignment with service framework
7. Manage appeals, escalated enquiries and audit queries on post-training activities, grants administration and disbursement process.

Partnership and Vendor Management
8. Collaborate with internal, external stakeholders and service providers to facilitate delivery of shared services
9. Coordinate with internal divisions and service providers to manage system development, change requests, problem resolution, including validating requirements and testing.
10. Develop workflows and work instructions for outsourced service providers to implement the programmes
11. Monitor and review the performance of the service providers in the delivery and management of the operational processes and customer service management.

Monitoring and Reporting
12. Monitor, track and report performance of the programme such as the Service Level Agreements monitoring indicators and Key Performance Indicators
13. Identify areas of risks and devise mitigating measures to manage the risks and set up control measures to ensure operations have carried out the intended policy parameters.

People Management
14. Nurture and provide guidance to your team members and develop their leadership and functional capabilities.

What we are looking for

You are passionate about solving customer issues, detail-oriented with key strengths in operations management and work processes. You are a people person and are committed to nurture, develop and give guidance to your team members.

Key requirements are:

• Tertiary qualification
• 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
• Candidates without the required qualifications but with relevant experience are welcome to apply