Principal Manager, SkillsFuture Credit (IMD)

As a Principal Manager, you are a Team Leader supervising a team of Managers. You report to theAssistantDirector andare responsible forthe operations management of SWDA's programmes such asSkillsFutureCreditsand 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 whilemaintainingcompliance and quality standards.

User Experience and Customer Service Mindset

• Customer Journey Design:Develop comprehensive end-to-end customer interaction points (offline and online)identifyingservice 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, grantadministrationand 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 tofacilitatedelivery 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 programmesmonitors 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:Identifyareas of risks, devise mitigating measures, andestablishescontrol 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,programmeor 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