Assistant Manager / Manager / Senior Manager, Common Processing Group, WPD

The job holder is responsible for working closely and support various Law Enforcement Agencies (LEAs) in keeping Singapore safe and secure and help to ensure a smooth implementation and post-implementation monitoring of security-related policies concerning MOM pass holders, while continuing to regulate access to foreign manpower and empowering businesses to thrive. Responsibilities • To assess, process and manage requests/queries from various Law Enforcement Agencies (LEAs) and companies, in accordance with established framework/policies and prepare submissions to seek relevant management for approval (where necessary) • To lead reviews and identify work processes and service gaps and refine or re-design to implement changes for optimal operational and service efficiency. This includes working closely with stakeholders and teams in developing new and/or refining existing SOPs and frameworks. • To handle ad-hoc complex cases and enquiries from companies/ foreigners that are escalated through MOM communication channels and provide appropriate advice to customers. • To liaise and work closely with IT vendors, policy colleagues, and other stakeholders to digitalise existing manual processes (e.g. usage of Robotic Automation Process (RPA)). • To provide support and coordinate system enhancements, automation initiatives and service requests (SR), including participation in User Acceptance Testing to improve service delivery and productivity. • To develop and maintain SOPs related to assigned work areas and ensure that the background, policies and workflows are updated that the team can be accessible to the most updated information. Requirements • At least 2 years of working experience is preferred. • Possess good customer service and communication (written and spoken) and stakeholder management skills • Possess good analytical, creative thinking and problem-solving skills • Good team player with a customer-focused mindset • Be proactive in problem solving and handling multiple portfolios/tasks • Be able to handle difficult customers and adaptable in dealing with difficult situations • Able to work independently and adapt to fast and complex changes • Candidates with no prior working experience are welcome to apply PWDs are welcome to apply