Senior Manager (Operations, Gambling Safeguards), RPG/PRGS

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) RPG undertakes the statutory functions in the rehabilitation of adult and youth offenders, and the protection of children and families. Our mission is to empower individuals and families to break cycles of abuse, neglect and offending. Description of Division/Branch The Gambling Safeguards is the Secretary to the National Council on Problem Gambling (NCPG). It administers social safeguards and support individuals and/or their families affected by problem gambling.

Brief description of Job Scope You will lead a team that administers NCPG’s social safeguards to protect vulnerable individuals at-risk of problem gambling and their families from gambling ills. Your role involves planning and managing the day-to-day operations to ensure clients are served. Your team will be responsible for conducting interviews with clients and presenting cases before a Committee of Assessors. In this role, you will be working closely with both internal and external stakeholders to achieve organisational goals. You will also undertake operational reviews to refine systems or processes to meet business needs and to enhance service delivery. To be successful in this role, you must be resourceful, able to think on-the-spot, be empathetic, be willing to challenge status quo and are both analytical and persuasive. Responsibilities • Provide leadership, direction and supervision to a team of officers, fostering a motivated and high-performing work environment. • Develop and manage duty rosters and work schedules to ensure optimal resource allocation and operational efficiency. • Review and resolve escalated cases, including complex queries, correspondences, and appeals, with sound judgement and professionalism. • Identify service delivery gaps and drive continuous improvement through the review and enhancement of standard operating procedures and workflows. • Oversee the effective and seamless conduct of weekly hearings, ensuring adherence to operational standards and timelines. • Deliver customer centric services to clients and/or their families professionally • Deliver client-centric services with professionalism, maintaining a high standard of engagement with clients and their families.

Job Requirements • Tertiary qualification preferably in Social Work, Psychology or Sociology. Any other related trainings will be considered. • Relevant experience in service delivery, planning and operations will be an advantage. • Skills on the ease of use of AI, data analytics, trends analysis will be an advantage. • Be result oriented, meticulous and analytical. • Possess good interpersonal, written and communication skills. • A team player who can multi-task and manage multiple stakeholders in a dynamic and fast-paced environment. • Self-motivated and able to work independently.