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Asst. Manager/ Manager/ Snr. Manager, Customer Ops

3 months ago

Singapore Ministry of Manpower Full time

What the role is

  • The job holder is responsible implementing foreign manpower policies, assessing and processing the various types of common requests from companies (nonunique to any specific business sectors) in a prompt and timely manner so as to meet the industry's foreign manpower needs, assist to improve Customer Operations (CO) Department's knowledge and standardize SOP management across CO allowing Processing Officers to have easy access to updated information they need to perform their work, and reviewing relevant work processes and devising changes with technology aid to improve efficiency within the Common Processing Group.

What you will be working on

  • To handle adhoc complex cases and general enquiries from companies/ foreigners that are escalated through MOM communication channels and provide appropriate advice to customers
  • To lead reviews and identify work processes and service gaps and redesign to implement changes for optimal operational and service efficiency. This includes working closely with various teams in WPD, MOM and partner agencies e.g. ICA, MHA etc.
  • To liaise and work closely with IT vendors, policy colleagues, and other stakeholders to digitalise existing manual processes (e.g. use of Robotic Automation Process to perform simple, repeated processes and minimises data entry errors).
  • Participate in system enhancement projects and execute User Acceptance Testing for system changes
  • To develop and maintain SOPs related to assigned work areas and ensure that the background, policies and workflows are kept uptodate so that the team can have ready and easily access to the most updated information when faced with enquiries or sharing purposes (where applicable).

What we are looking for

  • Possess good customer service, communication (written and spoken) and interpersonal skills
  • Possess analytical, creative thinking and problemsolving skills
  • Be a good team player with a customerfocused mindset
  • Able to work independently and adapt to complex changes; and can handle multiple tasks/ portfolio
  • PWDs are welcome to apply