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.
Ministry of Manpower
Manager / Senior Manager, Customer Operations (Services Sector), WPD
Contract
Closing on 23 Jan 2026What the role is
What you will be working on
• 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
What we are looking for
• 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
About your application process
This job is closing on 23 Jan 2026.
If you do not hear from us within 4 weeks of the job ad closing date, we seek your understanding that it is likely that we are not moving forward with your application for this role. We thank you for your interest and would like to assure you that this does not affect your other job applications with the Public Service. We encourage you to explore and apply for other roles within Ministry of Manpower or the wider Public Service.
About Ministry of Manpower
Championing Human Potential for a Thriving Singapore
Singaporeans are at the heart of what we do. The Ministry of Manpower (MOM) empowers our people and fosters a thriving, inclusive workforce that drives Singapore's growth and prosperity. By working closely with our tripartite partners, industry and community stakeholders, we strive to create workforce and workplace policies that foster resilience, adaptability, and a bright future for a thriving Singapore.
As an MOM officer, you will be part of this meaningful mission, contributing across diverse and impactful areas - from shaping forward-looking and effective manpower policies and strengthening industrial relations, to enhancing workplace safety standards and ensuring balanced local and foreign workforce regulations. Here at MOM, we are committed to creating an inclusive experience not just for our national workforce, but also for our officers who work tirelessly to champion human potential for a thriving Singapore.
Learn more about Ministry of Manpower