SkillsFuture Singapore

Manager / Senior Manager, SkillsFuture Credit Programme (PED)

Fixed Terms

Closing on 05 Jan 2026

What the role is

What the role is

Working in a dynamic environment supporting the customer management process for programmes that the Division oversees. You will be the link between citizens and SSG for key programmes targeted at Individuals by managing and addressing public feedback, enquiries and appeals. You will provide insights from your engagements with citizens to help inform policy formulation and review to ensure programmes objectives are met.

What you will be working on

As a Manager, you will be responsible for:

Reviewing and implementing the Appeals Framework for key programmes
Managing and addressing public enquiries and feedback adhering to policy guidelines and established protocols within stipulated timeframe
Being the key point of liaising and coordinating with team members and relevant divisions for query resolution in handling complex stakeholder queries and escalations
Driving the preparation of reports by collating and tracking data/ information / statistics for regular reporting and using data visualisations to present findings in appropriate formats in key meetings
Driving the review and updating key customer management documents such as knowledge articles, SOPs, templated responses to enhance efficiency, quality and performance consistency, and communicating changes and updates to policy and SOP to key stakeholders timely and effectively
Conducting training for staff to equip them to manage appeals

What we are looking for

At least 5 years of relevant work experience in service delivery operations and customer service environment
Possess effective interpersonal and customer engagement skills
Excellent written and verbal communication skills
Strong analytical and problem-solving skills that can translate analysis into in-depth case assessment and strong ability to handle exceptional cases
Proficiency in Excel for data entry, tracking, and generating reports
Self- motivated and resilient to be able to handle difficult customers
Meticulous and attentive to details

Successful candidates will be offered a 1-year contract with potential for a 1-year extension and consideration for permanent tenure thereafter

Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out www.myskillsfuture.gov.sg for details on the CSP.

About your application process

This job is closing on 05 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 SkillsFuture Singapore or the wider Public Service.

About SkillsFuture Singapore

SkillsFuture Singapore (SSG) is a statutory board under the Ministry of Education (MOE). It will drive and coordinate the implementation of the national SkillsFuture movement, promote a culture and holistic system of lifelong learning through the pursuit of skills mastery, and strengthen the ecosystem of quality education and training in Singapore. SSG will strengthen the adult training infrastructure by taking on all existing functions of the Committee for Private Education (CPE) and guide the Institute for Adult Learning (IAL) to enhance the capabilities and professionalism of adult educators. SSG will play a key role in the quality assurance for private education institutions and adult training centres. Together with educational institutions and training partners, SSG will ensure that students and working adults have access to high quality, industry-relevant training throughout life. SSG will also bring together synergies in continuing education and training (CET) and pre-employment training (PET), so skills requirements will continue to meet the demands of different sectors of the economy.

Learn more about SkillsFuture Singapore