Manager / Senior Manager, Customer Operations (Services Sector), WPD

The job holder is responsible for implementing foreign manpower policies, evaluating Work Pass applications/appeals, reviewing operational processes and handling public enquiries so as to meet the industry’s foreign manpower needs through a flexible, responsive and dynamic Work Pass Framework. Responsibilities • Evaluate Work Pass applications and tailor recommendations or replies to appeals, particularly for complex cases that fall outside established guidelines • Operationalise Work Pass policy changes, including being a nexus between policy and ops/IT to drive such changes • Lead reviews and process re-design to enhance operational processes. This will ensure that our processes remain relevant, effective and efficient. • Handle Work Pass queries escalated from various communication channels and provide prompt advice to MOM Services Centre and Employment Pass Services Centre (EPSC) for walk-in cases • Guide junior officers on the handling of complex enquiries by coaching them on the application of underlying policy principles; customise appropriate replies to customers Requirements • Possess good customer service and communication (written and spoken) skills • Possess good analytical, creative thinking and problem-solving skills • Be a good team player with a customer-focused mindset • Be able to handle difficult customers, work independently, adapt to fast and complex changes; and handle multiple tasks/portfolio *PWDs are welcome to apply