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Senior Manager /Manager /Assistant Manager (Performance and Operations Support Unit)

Agency: Central Provident Fund Board
Job no.: 532714
Work type: Permanent/Contract
Location: Singapore

The Central Provident Fund (CPF) is a social security savings scheme jointly supported by employees, employers and the Government. Its basic purpose is to help CPF members meet primary needs like shelter, food, clothing and health services in their old age or when they are no longer able to work. Benefits offered are to help meet one or more needs of the CPF Member in his retirement. They include withdrawals by the Member for retirement, permanent disablement, home ownership and health care. The amounts available depend on how much the Member has saved in the CPF.

The CPF Board are trustees for the CPF savings of Members. We aim to provide CPF Members, in a cost-effective manner, the widest range of quality services possible. We seek also to help employers pay CPF contributions promptly and correctly in as efficient and convenient a way as possible. Where we can, we make our assets and services available to help meet Singapore's social and economic objectives, thereby improving the quality of life of all Singaporeans and CPF Members.

Senior Manager /Manager /Assistant Manager (Performance and Operations Support Unit)

As trustee of the nation’s retirement savings, the Central Provident Fund (CPF) Board helps 3.8 million CPF members save for their retirement, healthcare and housing needs. Every CPF Ambassador plays a vital role in helping Singaporeans save for a secure retirement. So long as you have the passion and commitment to serve the public, you will find your niche in our big family.

CPF members can use their CPF savings to buy a house, take care of their healthcare needs and save up for their retirement income for their golden years via the various schemes offered.  If you are meticulous, a systematic thinker and derive satisfaction from helping others, you will fit right into this job.

[Seniority of appointment will commensurate with relevant work experience.]

Key Responsibilities

  • Conceptualise and review initiatives to improve contact centres’ customer service
  • Conduct research, identify and spearhead service initiatives and innovations
  • Solicit and analyse customer feedback for service improvements through focus group discussions and surveys etc
  • Provide planning and analytical support for strategic reviews and budgetary resourcing to optimise administration of contact centre operations
  • Deep-dive into quantitative data to derive business intelligence insights for future-proofing of contact centre operations
  • Manage and implement projects to improve the efficiency and effectiveness of contact centre operations
  • Host learning visits for local and foreign delegates

Required Attributes

  • Tertiary qualification in any discipline, preferably with relevant working experience
  • Strong analytical skills with the ability to collect, organise, model and interpret data using statistical techniques to deliver insightful findings
  • Detailed oriented and resourceful in devising effective solutions
  • Good leadership and administration experience
  • Good time management skills, and willing to meet tight deadlines in order to meet the service standards
  • Strong communication (verbal and written) skills and highly organised
  • Able to work independently as an individual and effectively as a team
  • Proficient with data visualisation tools, data mining tools and query languages (e.g. SQL)

Find out more at CPF Careers page

TRUST. Everything We Stand For.

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