As a Principal Manager, you are a Team Leader supervising a team of Managers. You report to the Assistant Director and are responsible for the operations management of SWDA’s programmes such as SkillsFuture 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 SWDA’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 processes; 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. 

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. 

• Possess the required competencies to execute the job duties proficiently 

• 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