Principal Manager, SkillsFuture Credit (IMD)

[What the role is] Incentives Management Division (IMD) is part of SWDA’s Incentives Management and Enforcement Group (IMEG) which contributes to pan-organisational efforts of building an effective, responsive and inclusive CET eco-system through effective grant management, Skills Development Levy (SDL) collection, and enforcement against fraud and abuse. IMD administers training grants, training allowance and SkillsFuture Credit (Enterprise and Individual) to contribute towards the development of a responsive and high-quality CET ecosystem [What you will be working on] 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 Skills Future 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 process es ; 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. [What we are looking for] 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 rol e • 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 Note: This is a team lead role. Successful candidates will be offered a contract in the first instance and may be considered for an extension or be placed on a permanent tenure. Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out www.myskillsfuture.gov.sg for details on the CSP