Principal Manager, Incentives Management

Levy and Incentives Management Division (LIMD) is part of SSG’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 fraud and abuse. LIMD drives effective SDL collection and grant management to contribute towards the development of a responsive and high-quality CET ecosystem.

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

**Responsibilities and Competencies**:
**Policy-Operations-Technology Integration**
- **Strategic System Alignment**: Ensure operational processes are supported by technology systems and aligned with SSG’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.

**User Experience and Customer Service Mindset**
- **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 process; 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.

**Partnership and Vendor Management**
- **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 Monitoring and Reporting**
- **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.

**People Management**

Nurtures and provide guidance to team members and develops their leadership and functional capabilities through mentoring and coaching.

**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 is committed to nurture, develop and give guidance to your team members.
- Proficient in executing job duties with required competencies.
- 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 skillsAble to multi-task, work independently and perform well under pressure and tight timelines

Note: This is a team lead role.