Senior Manager, Business & Service Excellence (Workforce Services Division)

About the role

The Senior Manager plays a pivotal role in driving service excellence across the Workforce Services Division, ensuring high standards of service delivery and continuous improvement. The role covers public enquiries and MP appeals case management, reporting, quality checks, audit coordination, knowledge management and staff recognition.

Key responsibilities

• Manage end-to-end handling of public enquiries and Member of Parliament (MP) appeals cases, keeping them timely and accurate and maintaining proper documentation.
• Develop and maintain reporting frameworks tracking service performance metrics, case outcomes and operational updates, and present reports to management and stakeholders.
• Design and run internal quality checks and administer and analyse customer satisfaction surveys to identify trends and areas for improvement.
• Coordinate internal and external audits, manage audit findings and ensure teams implement corrective action plans.
• Build and maintain a knowledge management system to capture, organise and share institutional knowledge.
• Run staff award nomination and recognition programmes, including submissions, records and stakeholder communication.

Required profile

• Proven ability to drive service quality initiatives, manage appeals and feedback processes and implement improvements based on data and customer insights.
• Strong analytical and reporting skills, with the ability to compile, analyse and present operational data to support management decisions.
• Understanding of audit processes, risk management and regulatory compliance, with experience coordinating internal and external audits.
• Experience building and maintaining knowledge repositories and organisational learning resources.
• Strong stakeholder engagement, organisational and project management skills, able to handle multiple workstreams and meet deadlines.
• Preferred: background in public service, social services or employment-related services, and familiarity with CRM systems and case management tools.

Successful candidates will be offered a contract in the first instance and may be considered for an extension or a permanent tenure. Candidates are encouraged to create a Careers & Skills Passport account and include their public profile in their resume.