Principal Manager, SkillsFuture Credit (IMD)

About the role

The Principal Manager, SkillsFuture Credit (IMD) leads a team of Managers within the Incentives Management Division (IMD), part of the Incentives Management and Enforcement Group. The division administers training grants, training allowances and SkillsFuture Credit (Enterprise and Individual) to build a responsive, high-quality Centre for Enterprise (CET) ecosystem. The Principal Manager reports to the Assistant Director and is responsible for the operations management of the SkillsFuture Credit programme and other funding programmes.

Key responsibilities

• Align operational processes with technology systems and with SWDA's funding policies and strategic intent
• Formulate and review operational policies for programme implementation and grants management
• Improve operational effectiveness while maintaining compliance and quality standards
• Design end-to-end customer journeys (offline and online), streamline customer and appeal processes, and handle escalated enquiries and audit queries
• Implement and monitor service standards
• Collaborate with internal and external stakeholders and service providers, coordinate system development and change requests, and manage vendor performance
• Track programme performance, including SLA and KPI indicators, and assess and mitigate risks
• Mentor and coach team members to develop their leadership and functional capabilities

Required profile

• At least 7 years of relevant experience in operations, programme or project management
• At least 3 years in a supervisory role
• Strong people management skills and a strong customer service attitude
• Able to multi-task, work independently and perform well under pressure and tight deadlines

Required skills

• Analytical thinking
• Verbal and written communication
• Interpersonal, process and project management skills

Candidates are offered a contract initially, with possible extension or permanent tenure. Applicants are encouraged to create a SkillsFuture CSP account and include their public profile in their resume.