Assistant Manager / Manager (Vendor Management), RPG/PCD

Description of Group Looking for a workplace with passion and commitment to empower and restore lives of the vulnerable population in Singapore? Join the Rehabilitation and Protection Group (RPG)! Description of Division/Branch RPG provides statutory intervention and leads in child protection and adult protection policies and processes to safeguard Children and Young Persons (CYPs) as well as Vulnerable Adults (VAs) in Singapore. The science and art of our work remain very much firmly rooted in keeping vulnerable persons safe from harm, working in partnership with families and stakeholders such as the schools, hospitals and other community partners. The Performance and Vendor Management (PVM) unit plays a pivotal role in enhancing client safety and optimising manpower resources through the strategic outsourcing of operational functions to vendors. Your role will primarily focus on overseeing vendor services which are critical in ensuring the safety, well-being and continuity of care for PSV clients. In this role, you will maintain oversight of vendors, working closely with them to ensure effective service delivery and compliance with practice standards. As a member of the PVM team, you will also collaborate with internal stakeholders such as Operations, Service Planning, and Procurement teams to identify opportunities and align vendor services with PSV’s business needs across various functions. You will contribute to risk mitigation efforts and support the division in achieving optimal value from vendor partnerships. This role will also provide you with valuable exposure to different areas within vendor management, offering opportunities for professional development and cross-functional learning.

Responsibilities Reporting to the Senior Manager / Team Lead, you will: 1. Vendor Service Management - Engage with vendors on day-to-day operational matters including onboarding, service implementation, operational guidance and feedback collection to ensure compliance with PSV’s operational requirements and practice standards. 2. Performance Monitoring and KPI Management - Monitor vendor performance against established KPIs or service requirements, conduct regular performance reviews and implement corrective measures to address underperformance or service gaps. 3. Service Workflow and Quality Oversight - Oversee end-to-end service workflows, including processing of high-volume service requests and referrals, conducting suitability assessments, coordinating resource allocation, and liaising with the clients' care network to optimise service delivery. 4. Stakeholder Relationship and Issue Management - Maintain effective working relationships with vendors, providing frontline support for operational queries and managing day-to-day escalation of issues or safety concerns in collaboration with supervisors for timely resolution. 5. Operational Assessment and Continuous Improvement – Analyze data, review existing vendor workflows and service delivery processes to identify risks and improvement opportunities, contribute recommendations and support implementation of solutions that enhance operational efficiency and client safety. 6. Programme Development and Policy Review - Contribute to programme development, implementation and evaluation processes, including data collection and reviews of the operational policies and procedures to ensure effectiveness and regulatory compliance. 7. Team Support - Guide support staff in executing administrative and supportive functions for vendor programmes, ensuring tasks are completed to organisational standards. 8. Crisis Response and Service Recovery – Participate in recovery efforts for critical incidents involving vendors and PSV clients, which may include direct engagement with involved persons to ensure continuity of care and implement service continuity plans.

Requirements • Educational Background in Social Work, Psychology, or related disciplines • Minimum 1-2 years of relevant experience working with vulnerable children and families, and/or in vendor/service management roles in the social service settings • Highly organised with strong attention to detail; proficient in data management and analysis • Excellent communication and problem-solving skills, with the ability to work calmly and deliver results in stressful situations • Demonstrate professionalism, empathy and interpersonal skills when engaging both internal and external stakeholders • Proactive mindset and receptive to feedback, changes and innovation to improve processes and service delivery • A motivated team player who is also able to work independently