Assistant Manager/Manager, Customer Operations (Domestic Help Sector), WPD

The job holder is responsible for managing the daily operations of the Applications Section to ensure that its service standards and KPIs are achieved, its processes are streamlined and IT projects/new system developments are delivered in a timely manner to support MOM's Work Pass Framework. Responsibilities • Assess and evaluate FDW Work Permit applications and appeals in accordance to the FDW Work Permit policy and processing criteria and convey the outcome to customers expeditiously • Handle enquiries and provide prompt, accurate and clear advisory to customers relating to FDW Work Permit policy, Work Permit application/appeal procedures • Review SOPs and processing rules; and follow up on changes for improved operations efficiency and customer experience • Provide guidance to MOM Call Centre agents on system and process changes; and provide guidance when required • Partner with other Policy Divisions and IT vendors to implement FDW policy changes Requirements • Good communication (written and spoken) skills • Candidates with behavioural insights or business transformation skills is preferred • Good customer service skills and ability to handle difficult customers • Possess analytical, creative thinking and problem-solving skills • Able to work independently and adapt to complex changes • Able to work well in a team with customer-focused mindset • Able to handle multiple portfolios such as performing operations work, process reviews and managing projects • Candidates with no working experience are welcome to apply. *PwDs are welcome to apply