Job Description

What the role is:Responsible for overseeing a new grant scheme.What you will be working on:You will be responsible for overseeing various workstreams related to a new grant scheme, demonstrating a diverse skill set including: - Supervise and manage all aspects of the scheme implementation, including take-up rate, rejection rate, service timelines, budget utilisation, risk controls, fraud management and grant recovery - Lead the continuous review of the customer service journey and experience (both digital and human experiences), processes, SOPs and communications to enhance efficiency and effectiveness, improve stakeholder management, through regular monitoring and analysis of relevant data - Collaborate with stakeholders, including the Ministry of Manpower and partner agencies, to ensure alignment between implementation development and evolving policy objectives, as well as conducting reviews to assess the effectiveness of the scheme - Drive change management and staff capability development, both internal and external, to facilitate the sustainable implementation of the scheme in the long term. This includes mapping out, aligning and integrating scheme efforts with Whole of Government developments, building new capabilities, securing necessary resources, and ensuring operational technological integration (e.g. through digitalisation and system development efforts)What we are looking for:You should possess the following skill sets: - Leadership and team management: Capable of leading, developing and motivating a team of officers to effectively meet KPIs and deliver a positive customer service experience, while fostering a productive work environment - Operations planning and management: Proficient in understanding the principles behind the scheme and translating policy objectives into clear and practical implementation SOPs, as well as developing workarounds and appeal processes within allocated manpower - Critical thinking and problem-solving: Skilled in analysing grant application and other relevant customer data to draw insights, recommend refinements to policy and SOPs, and guide the team to problem-solve by making appropriate judgement to deviate if required, based on the circumstances of each case - Personal effectiveness: Able to meet timelines for data requests, email replies and preparation of presentations, contribute to high-level discussions on the scheme, build rapport with team members, assign work effectively and ensure timely completion of tasks with quality - Service design and customer management: Proficient in empathizing with customer experience, improving service delivery, managing difficult customers and supporting team in managing rejected cases if required - Resource acquisition and management: Capable of computing/estimating budgets and resources required for different areas (e.g. system enhancements, maintenance, processing, enforcement), prioritising the use of available budgets and resources and making trade-offs when necessary - Risk management and enforcement: Skilled in identifying risk areas (e.g. fraudulent applications). Guiding the team to implement effective mechanisms to manage these risks, taking and following through appropriate enforcement actions - Communication: Proficient in writing clear submissions and reports and frame appropriate narratives to suit different target audiences to achieve communications objectives All applicants will be notified on whether they are shortlisted or not within 4 weeks of the closing date of this job posting.About Workforce Singapore:Workforce Singapore (WSG) is a statutory board under the Ministry of Manpower (MOM). It will oversee the transformation of the local workforce and industry to meet ongoing economic challenges. WSG will promote the development, competitiveness, inclusiveness, and employability of all levels of the workforce. This will ensure that all sectors of the economy are supported by a strong, inclusive Singaporean core. While its key focus is to help workers meet their career aspirations and secure quality jobs at different stages of life, WSG will also address the needs of business owners and companies by providing support to enable manpower-lean enterprises to remain competitive. It will help businesses in different economic sectors create quality jobs, develop a manpower pipeline to support industry growth, and match the right people to the right jobs

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