Principal Manager, Incentives Management (SkillsFuture Credit and Programme Operations Management) (LIMD) - Tampines

LIMD drives effective SDL collection and grant management to contribute towards the development of a responsive and high-quality CET ecosystem.

As a Principal Manager, you are a Team Leader supervising a team of Managers. You report to the Deputy Director and are responsible for the operations management of SSG’s programmes such as SkillsFuture Credits, SkillsFuture Enterprise Credit and other funding programmes.

Responsibilities and Competencies:

• Strategic System Alignment: Ensure operational processes are supported by technology systems and aligned with SSG’s funding policies and strategic intent
• Operational Policy Development: Formulate and review operational policies to support programme implementation and grants management, translating policy directives into operational guides
• Continuous Improvement Management: Implement systematic refinements to enhance operational effectiveness while maintaining compliance and quality standards.

• Customer Journey Design: Develop comprehensive end-to-end customer interaction points (offline and online); identifying service gaps and value-creation opportunities.
• Process Streamlining and Appeals Management: Streamline customer management processes and appeal process; manage escalated enquiries and audit queries on post training activities, grant administration and disbursement process.
• Service Standards Implementation: Implement robust service standards and monitor performance of the process to ensure alignment with service framework.

• Strategic Stakeholder Collaboration: Collaborate effectively with internal and external stakeholders and service providers to facilitate delivery of shared services.
• System Development Coordination: Coordinate with internal divisions and service providers to manage system development, change requests, problem resolution, including validating requirements and testing.
• Vendor Performance Management: Develop workflows and work instructions for outsourced providers to implement the programmes; monitors service provider performance in operational delivery and customer service.

• Performance Analytics and Reporting: Monitor, track and report programme performance including Service Level Agreements indicators and Key Performance indicators, translating metrics into actionable insights for management.
• Risk Assessment and Mitigation: Identify areas of risks, devise mitigating measures, and establishes control measures to ensure operations align with intended policy parameters.

• Nurtures and provide guidance to team members and develops their leadership and functional capabilities through mentoring and coaching.

What we are looking for

• Proficient in executing job duties with required competencies.
• At least 7 years of relevant work experience in operations, programme or project management.
• Strong people management skill, with at least 3 years in a supervisory role
• Strong customer service attitude
• Strong in analysis, communication (both verbal and written), interpersonal, process and project management skills
• Able to multi-task, work independently and perform well under pressure and tight timelines

Note: This is a team lead role.

Successful candidate will be offered a 2-year contract in the first instance and may be considered for an extension or be placed on a permanent tenure.

Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out www.myskillsfuture.gov.sg for details on the CSP.