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Assistant Director, Customer Experience Management (Integrated Business Services Division)

Careers@Gov
Agency: SkillsFuture Singapore
Job no.: 523006
Work type: Permanent
Location: Singapore
Categories:Customer Service

SkillsFuture Singapore (SSG) is a statutory board under the Ministry of Education (MOE). It will drive and coordinate the implementation of the national SkillsFuture movement, promote a culture and holistic system of lifelong learning through the pursuit of skills mastery, and strengthen the ecosystem of quality education and training in Singapore.

SSG will strengthen the adult training infrastructure by taking on all existing functions of the Committee for Private Education (CPE) and the Institute for Adult Learning (IAL) to enhance the capabilities and professionalism of adult educators. SSG will play a key role in the quality assurance for private education institutions and adult training centres. Together with educational institutions and training partners, SSG will ensure that students and working adults have access to high quality, industry-relevant training throughout life. SSG will also bring together synergies in continuing education and training (CET) and pre-employment training (PET), so skills requirements will continue to meet the demands of different sectors of the economy.

Responsibilities

You will report to the Deputy Director and be responsible to:

  • Manage SkillsFuture Singapore (SSG) Quality Service Manager functions
  • Collaborate with service touchpoints and internal stakeholders on effective service approaches, design, alignment, and improvements to deliver excellent and quality customer experience, which include:
    • developing effective knowledge management approaches and design to deliver accurate, prompt and consistent responses to enquiries
    • providing insights gleaned to stay ahead of customer requirements and expectations and plan organisational service processes, training and policies
    • ensuring the timely creation, review and update of knowledge-based repository(KBR) and FAQ records to ensure that they keep pace with customer enquiries, needs and concerns
    • the maintenance and upkeep of the Customer Relationship Management (CRM) System
  • Monitor customer satisfaction levels and service KPI achievements at service touchpoints (including internal stakeholders)
  • Ensure the timely creation, review and update of KBR and FAQ records to ensure that they keep pace with customer enquiries, needs and concerns
  • Provide prompt and accurate capturing and analysis of customers' feedback and data
  • Manage complex, cross agency and cross-agency customer cases
  • Create a customer oriented culture to drive excellence in customer service delivery
  • Manage the communication of developments in service excellence efforts
  • Manage the agenda and secretariat support for Cross-functional Taskforce
  • Partner, support, and contribute to other platforms championing service excellence in the Public Service
  • Set annual performance goals, monitor performance and provide constructive feedback to improve performance, and to identify relevant training and development activities for team members

Requirements

  • Tertiary qualifications
  • At least 8 years of relevant experience in operations management and customer service with at least 3 years in a senior manager position
  • Positive and customer-centric attitude with ability to work well under pressure
  • Ability to engage, resolve conflicts, manage and negotiate with multiple stakeholders
  • Possess strong communication, process and project management skills
  • Preferably possess reporting and data analytics skills
  • Knowledge of customer relationship management (CRM) and/or KBR system 
  • Understanding of Continuing Education & Training (CET) landscape and Workforce Skills Qualification (WSQ) framework is preferred
  • Candidates without the required qualifications but with relevant experience are welcome to apply

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