What the role is:ASST MANAGER, APPEALS OPS & SETTLEMENTWhat you will be working on:You will be responsible for overseeing a team handling appeals and payment processing (payment and refund) and appeals for offences committed under the Road Traffic Act, Active Mobility Act and other LTA's administrated legislation. Your core duties include overseeing daily operations and supervising processing across multiple platforms, including refund approvals and account reconciliation. You will develop Standard Operating Procedures and provide comprehensive training on new schemes to team members.A key aspect of your role will be monitoring team performance through statistical analysis and reporting, identifying areas for improvement. You will work closely with internal divisions, government agencies and external stakeholders to resolve complex issues, including handling escalated calls from members of the public regarding payment and refund matters. Additionally, you will lead initiatives to enhance work processes and streamline workflows.What we are looking for:Knowledge in any disciplineAt least 3 years of relevant experience ideally in enforcement functions or customer service preferredGood communication, writing, interpersonal and analytical skillsProactive, able to work independently and as a team in a dynamic and fast-paced environmentMeticulous and resourcefulProficient in Microsoft Office applications (Excel, Word, PowerPoint)As part of the shortlisting process for the role, you may be required to complete a medical declaration and / or undergo further assessment.About Land Transport Authority:The Land Transport Authority (LTA) is a statutory board under Ministry of Transport that spearheads land transport developments in Singapore. We are seeking dynamic, energetic, highly motivated, passionate and qualified professionals to join us. Many opportunities & challenges await those who are keen on an exciting career to realise our commitment to envision & implement an integrated transport system.
