Job Details:
- Contract Duration: 1 September 2026 to 31 March 2027, subject to extension depend on performance and business needs
- Location: Changi Airport (Hybrid Arrangement)
Role Overview
This role supports the day-to-day campaign operations, spanning tenant voucher reimbursement, passenger enquiry management, and financial reconciliation. The incumbent ensures accurate and timely processing while maintaining a smooth experience for tenants and passengers throughout the campaign period.
Key Responsibilities
1. Voucher Reimbursement (Tenant Operations)
• Manage end-to-end tenant reimbursement process via Tenant Admin Portal
• Monitor and ensure timely submission of tenant declarations in line with monthly timelines
• Validate tenant declarations against system-generated reports (e.g. reimbursement reports/ redemption logs)
• Identify discrepancies (e.g. missing transactions, incorrect amounts) and:
o Follow up with tenants for clarification and supporting details
o Escalate unresolved or complex issues for further investigation
2. Passenger Enquiries
• Manage passenger enquiries received via various channels such as Request-for-Help (RFH), Chatbot, Campaign mailbox
• Perform initial assessment of enquiries to determine appropriate resolution:
o Respond directly using standard templates for common scenarios (e.g. eligibility, missing information, rejection)
o Request additional information from passengers where required
• Handle basic service recovery cases where applicable
• Escalate complex or system-related cases to internal team for further investigation
• Maintain proper case tracking and ensure timely follow-up and closure
3. Financial Reconciliation
• Support monthly reconciliation across internal system records, voucher issuance and expiry logs, finance issuance reports
• Verify consistency of voucher values, assign codes, and totals across reports
• Assist in identifying discrepancies for further investigation
• Coordinate internal confirmation and send closure email to Finance with supporting documents
4. Post-Campaign Reporting
• Consolidate campaign data (e.g. voucher redemption, reimbursement and enquiry records) to support post-campaign reporting
• Assist the manager in preparing post-campaign summary reports and presentation materials
• Track key metrics (e.g. redemption rates, reimbursement totals, enquiry volumes and resolution times) for reporting
5. General
• Undertake any other ad-hoc tasks as assigned by the reporting manager
Requirements
• 3 to 5 years of relevant working experience (preferred)
• Meticulous, with a strong eye for detail
• Strong project management and organisational skills
• Able to thrive and prioritise effectively in a fast-paced environment
• Degree holder in a relevant discipline
• Proficient in Microsoft Office applications, especially Excel (e.g. pivot tables and lookups), for reconciliation and reporting
• Good written and verbal communication skills, with a service-oriented mindset for handling passenger enquiries
• Strong organisational and time-management skills, able to juggle multiple priorities and meet tight deadlines
• A proactive team player who is also able to work independently with minimal supervision
• Prior experience in operations, customer service or finance administration is an advantage
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