Senior Manager/manager, Partnership and Channel Development

3 days ago

Paya Lebar, Singapore SSG SkillsFuture Singapore Agency Full time

[What the role is]

[What you will be working on]

1) Service Innovation, Data & Delivery
- Customer Experience and Service Design

Use data to understand different customer segments based on characteristics, behaviours and needs, and design services around customer journey and experience
- Customer Service and Case Management

Effectively deliver services, coordinate, and manage service cases, from the start of service requests to their resolution, including resolving service challenges and performing service recovery where needed
- Service Operations Planning and Management

Establish systems, processes and resources needed to deliver services effectively and efficiently.

2) Partnership and Engagement
- Partnership and Engagement Strategy

(a) Connect partnership and engagement plans to policy intent

(b) Situate partnership and engagement plans in operating context and manage risks
- Sense and Evaluate Impact

(a) Monitor performance indicators, identify suitable output and outcome indicators, and collect data

(b) Analyse data and evaluate effectiveness of engagement based on intended outcomes
- Stakeholder Engagement (including internal stakeholders)

(a) Identify and prioritise stakeholders based on issue/domain area

(b) Build and sustain relationships with stakeholders
- Mobilisation

Mobilise partners or community, including internal stakeholders, to co-create and co-deliver outcomes

3) Programme Evaluation
- Evaluation planning

Develop a robust evaluation plan at the start of a programme for the monitoring and execution of reviews for programmes/policies. The components of an evaluation plan include programme theory, indicators to reflect desired outcomes, data collection plans, and evaluation requirements
- Review Execution
- Evaluation Reporting and Follow-ups

Prepare, present, and follow through on the findings and recommendations from reviews in support of organisational decision making

4) Public Communications
- Marketing Communications Strategy

Develop marketing communications strategy and implementation plan tailored to specific audience profile to achieve desired outcomes
- Message Framing and Delivery

Craft and deliver messages in a manner that is aligned to communications strategy and objectives while considering different target audiences
- Outreach and Engagement (including internal communications)

Develop and implement engagement programmes to obtain buy-in from the public and internal stakeholders on policies

[What we are looking for]
- At least 2 to 3 years of experience in partner engagement, account/programme management, and data analytics including data mining
- Strong collaborator, yet able to work independently and articulate findings to management
- Good communicator of ideas and ability to think out of the box
- Initiative-taker, independent and able to rise to challenges and meet implementation deadlines effectively
- Good speaking, writing and critical thinking skills
- Those familiar with data visualisation tools will be an added advantage

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