Manager/Senior Manager, Skillsfuture Credit Programme (Wpd)

What the role is: Working in a dynamic environment supporting the customer management process for programmes that the Division oversees. You will be the link between citizens and SSG for key programmes targeted at Individuals by managing and addressing public feedback, enquiries and appeals. You will provide insights from your engagements with citizens to help inform policy formulation and review to ensure programmes objectives are met. As a Manager/Senior Manager, you will be responsible for: Reviewing and implementing the Appeals Framework for key programmes including SFC and TA Managing and addressing public enquiries and feedback adhering to policy guidelines and established protocols within stipulated timeframe Being the key point of liaising and coordinating with team members and relevant divisions for query resolution in handling complex stakeholder queries and escalations Driving the preparation of reports by collating and tracking data/ information / statistics for regular reporting and using data visualisations to present findings in appropriate formats in key meetings Driving the review and updating key customer management documents such as knowledge articles, SOPs, templated responses to enhance efficiency, quality and performance consistency, and communicating changes and updates to policy and SOP to key stakeholders timely and effectively Conducting training for staff to equip them to manage appeals Requirements: At least 3 to 5 years of relevant work experience in service delivery operations and customer service environment Possess effective interpersonal and customer engagement skills Excellent written and verbal communication skills Strong analytical and problem-solving skills that can translate analysis into in-depth case assessment and strong ability to handle exceptional cases Proficiency in Excel for data entry, tracking, and generating reports Self- motivated and resilient to be able to handle difficult customers Meticulous and attentive to details Candidateswithout the required qualifications but possess the relevant work experienceand required skills will also be considered.