Asst Manager/Manager/Senior Manager, Customer Ops (Domestic Help Sector), WPD

Ministry of Manpower

  • Singapore
  • Permanent
  • Full-time
  • 29 days ago
What the role is:The job holder is responsible for managing the daily operations of the Applications Section to ensure that its service standards and KPIs are achieved, its processes are streamlined and IT projects/new system developments are delivered in a timely manner to support MOM's Work Pass Framework.What you will be working on:
  • Assess and evaluate FDW Work Permit applications and appeals in accordance to the FDW Work Permit policy and processing criteria and convey the outcome to customers expeditiously • Handle enquiries and provide prompt, accurate and clear advisory to customers relating to FDW Work Permit policy, Work Permit application/appeal procedures • Review SOPs and processing rules; and follow up on changes for improved operations efficiency and customer experience • Provide guidance to MOM Call Centre agents on system and process changes; and provide guidance when required • Partner with other Policy Divisions and IT vendors to implement FDW policy changes
What we are looking for:
  • Good communication (written and spoken) skills • Good customer service skills and ability to handle difficult customers • Possess analytical, creative thinking and problem-solving skills • Able to work independently and adapt to complex changes • Able to work well in a team with customer-focused mindset • Able to handle multiple portfolios such as performing operations work, process reviews and managing projects • Candidates with no working experience are welcome to apply.
About Ministry of Manpower:Championing Human Potential for a Thriving Singapore Singaporeans are at the heart of what we do. The Ministry of Manpower (MOM) empowers our people and fosters a thriving, inclusive workforce that drives Singapore's growth and prosperity. By working closely with our tripartite partners, industry and community stakeholders, we strive to create workforce and workplace policies that foster resilience, adaptability, and a bright future for a thriving Singapore. As an MOM officer, you will be part of this meaningful mission, contributing across diverse and impactful areas - from shaping forward-looking and effective manpower policies and strengthening industrial relations, to enhancing workplace safety standards and ensuring balanced local and foreign workforce regulations. Here at MOM, we are committed to creating an inclusive experience not just for our national workforce, but also for our officers who work tirelessly to champion human potential for a thriving Singapore.

Ministry of Manpower