Senior Manager, Business & Service Excellence [WSD]

[What the role is]

The Senior Manager will play a pivotal role in driving service excellence across the Workforce Services Division, ensuring high standards of service delivery and continuous improvement.

[What you will be working on]

Public Enquiries/MP Appeals Case Management

Manage the end-to-end handling of public enquiries and Member of Parliament (MP) appeals cases, ensuring timely and accurate responses that meet organisational standards. Monitor case progress, coordinate with relevant stakeholders to resolve complex cases, and maintain proper documentation for reporting purposes.

Reporting and Updates

Develop and maintain regular reporting frameworks to track service performance metrics, case outcomes, and operational updates. Prepare and present reports to management and relevant stakeholders, translating data into actionable insights to support decision-making and continuous service improvement.

Internal Checks and Customer Satisfaction Surveys

Design and conduct internal quality checks to ensure consistency and accuracy in service delivery across the division. Administer and analyse customer satisfaction surveys, identifying trends and areas for improvement to enhance the overall customer experience.

Audit Management

Coordinate internal and external audit processes, ensuring the division's operations meet compliance standards and organisational policies. Manage audit findings, and ensure various teams implement corrective action plans in a timely manner.

Knowledge Management

Establish and maintain a robust knowledge management system to capture, organise, and disseminate institutional knowledge across the division.

Staff Awards and Recognition

Manage the end-to-end process for staff award nominations and recognition programmes, including coordinating submissions, maintaining records, and ensuring timely communication to stakeholders.

[What we are looking for]

Key Competencies

• Service excellence and service quality management: Demonstrated ability to drive service quality initiatives, manage appeals and feedback processes, and implement improvements based on data and customer insights.
• Analytical and reporting skills: Proficiency in compiling, analysing, and presenting operational data and reports to support management decision-making.
• Audit and compliance management: Strong understanding of audit processes, risk management, and regulatory compliance, with experience in coordinating internal and external audits.
• Knowledge management: Experience in developing and maintaining knowledge repositories, and organisational learning resources.
• Stakeholder engagement: Strong interpersonal and communication skills with the ability to work effectively across teams and with external parties.
• Organisational and project management skills: Ability to manage multiple workstreams concurrently, prioritise effectively, and meet deadlines in a fast-paced environment.

Preferred Qualifications

• Background in public service, social services, or employment-related services

Familiarity with CRM systems and case management tools