Manager (Leave Unit - Operations Planning), FLG/SVC

At Family Life Group (FLG), our mission is to build strong and resilient families and support them through all stages of life towards the vision of making Singapore a great place for families. The Services Division administers Government services and schemes that enable and encourage family formation. The Leave Unit requires strategic operations planning to optimise the delivery of Government-Paid Leave Schemes (GPLS), which are key initiatives supporting Marriage and Parenthood.

This position offers an excellent opportunity to develop expertise in a) strategic operations planning and resource optimisation; b) service transformation through multi-stakeholder collaboration; and c) vendor performance management. You will be responsible for (i) developing comprehensive operational plans that translate policy directions into efficient service delivery frameworks for GPLS claims processing and (ii) establishing strategic partnerships with appointed vendors to ensure seamless service delivery. You will lead the strategic planning of operational activities involving personnel, vendors, systems, and processes. This includes developing resource allocation strategies, and performance optimisation frameworks for GPLS administration. You will design and implement planning processes for appeals management to ensure timely and accurate assessment and reimbursement of GPLS claims. Key planning responsibilities include: • Strategic vendor relationship planning and contract performance management, including development of operational dashboards and KPI frameworks • Leading operational transformation planning for GPLS user journey improvements, including comprehensive project planning for claims, appeals, and enquiry management systems • Developing strategic operational frameworks and standard operating procedures for vendor management, including implementation planning for new schemes and transition management • Collaborating with Ops Policy and Systems teams on operational impact assessments and solution planning for system enhancements, including resource planning and change management strategies • Continuous service improvement planning through data-driven analysis of vendor performance and client satisfaction metrics

• Strategic thinker with strong analytical and planning capabilities, demonstrating a solutions-oriented approach to operational challenges • Proven ability to work independently and lead cross-functional teams, with excellent stakeholder management skills across public and private sectors • Outstanding written and verbal communication skills with experience in presenting operational plans to senior management • Minimum 2 years of proven experience in operations planning, resource management, and service delivery optimisation (with systems development involvement will be an advantage) Only shortlisted candidates will be notified within 4 weeks from the closing date of this position.