Total 36 quality manager job vacancies in Customer Service category in Singapore

Job Requirements:

Education

• Bachelor's degree in Business Administration, Engineering, IT, Marketing, or a related field.
• A master's degree is an advantage.

Experience

• 5–8 years of experience in after-sales service, customer service, or service operations.
• At least 3-5 years in a managerial or supervisory role.

Skills

• Strong leadership and team management skills.
• Excellent customer service and relationship management.
• Strong problem-solving and decision-making abilities.
• Effective communication and interpersonal skills.
• Negotiation and conflict resolution skills.
• Good analytical and reporting capabilities.
• Budget planning and cost management.
• Proficiency in Microsoft Office and ERP/CRM systems (e.g., SAP, Oracle, Salesforce).
• Ability to work under pressure and manage multiple priorities.

Key Competencies

• Customer-focused mindset
• Leadership
• Strategic thinking
• Results-oriented
• Time management
• Process improvement
• Attention to detail
• Adaptability
• Collaboration
• Accountability

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• Customer retention rate
• Service response time
• First-time fix rate
• Warranty claim turnaround time
• Service revenue growth
• Complaint resolution time
• Team productivity
• Service cost efficiency

Key Responsibilities:

Customer Service Management

• Lead and manage the after-sales support team to deliver excellent customer service.
• Handle escalated customer complaints and ensure timely resolution.
• Monitor customer satisfaction and implement improvement initiatives.
• Build long-term customer relationships to improve loyalty and retention.

Service Operations

• Oversee repair, maintenance, warranty, and return (RMA) processes.
• Ensure service requests are completed within agreed service level agreements (SLAs).
• Develop and improve after-sales service policies, procedures, and workflows.
• Monitor service turnaround time (TAT) and productivity.

Warranty & Technical Support

• Manage warranty claims
• Coordinate with technical support teams on product troubleshooting and repairs.
• Analyze recurring technical issues and recommend corrective actions.

Retail Store Support

• Support retail outlets with after-sales service processes and customer issue resolution.
• Coordinate with store managers to ensure consistent service standards.
• Monitor service performance across multiple retail branches.
• Ensure service counters are adequately staffed and equipped.

Inventory & Spare Parts Management

• Manage spare parts inventory to ensure availability.
• Coordinate stock replenishment with procurement and suppliers.
• Minimize obsolete inventory while maintaining service efficiency.

Cross-Functional Collaboration

• Work closely with Sales, Retail Operations, Logistics, Procurement, and Technical teams.
• Coordinate product recalls and service campaigns when required.
• Provide customer feedback to product management and vendors to improve product quality.

Perks & Benefits

• Allowance (travel stipends, transportation, etc.)
• Personal development opportunities
• Paid training and development

Key Responsibilities:

Customer Service Management

• Lead and manage the after-sales support team to deliver excellent customer service.
• Handle escalated customer complaints and ensure timely resolution.
• Monitor customer satisfaction and implement improvement initiatives.
• Build long-term customer relationships to improve loyalty and retention.

Service Operations

• Oversee repair, maintenance, warranty, and return (RMA) processes.
• Ensure service requests are completed within agreed service level agreements (SLAs).
• Develop and improve after-sales service policies, procedures, and workflows.
• Monitor service turnaround time (TAT) and productivity.

Warranty & Technical Support

• Manage warranty claims
• Coordinate with technical support teams on product troubleshooting and repairs.
• Analyze recurring technical issues and recommend corrective actions.

Retail Store Support

• Support retail outlets with after-sales service processes and customer issue resolution.
• Coordinate with store managers to ensure consistent service standards.
• Monitor service performance across multiple retail branches.
• Ensure service counters are adequately staffed and equipped.

Inventory & Spare Parts Management

• Manage spare parts inventory to ensure availability.
• Coordinate stock replenishment with procurement and suppliers.
• Minimize obsolete inventory while maintaining service efficiency.

Cross-Functional Collaboration

• Work closely with Sales, Retail Operations, Logistics, Procurement, and Technical teams.
• Coordinate product recalls and service campaigns when required.
• Provide customer feedback to product management and vendors to improve product quality.

Job Requirements:

• At least 4 years of customer service experience

Perks & Benefits

• Allowance (travel stipends, transportation, etc.)
• Personal development opportunities
• Paid training and development

主要職責

客戶服務管理

• 領導和管理售後支援團隊，提供優質的客戶服務。
• 處理升級的客戶投訴，並確保及時解決。
• 監測客戶滿意度並實施改善措施。
• 建立長期的客戶關係，以提高客戶忠誠度和留存率。

服務營運

• 監督維修、保養、保固和退貨（RMA）流程。
• 確保服務請求在約定的服務等級協定（SLA）範圍內完成。
• 制定和改善售後服務政策、流程和工作流程。
• 監控服務週轉時間（TAT）和生產效率。

保固和技術支援

• 管理保固索賠
• 與技術支援團隊協調進行產品故障排除和維修。
• 分析反覆出現的技術問題並提出糾正措施建議。

零售店支持

• 為零售據點提供售後服務流程和客戶問題解決方案支援。
• 與門市經理協調，確保服務標準的一致性。
• 監控多家零售網點的服務績效。
• 確保服務櫃檯人員配備充足，設備齊全。

庫存和備件管理

• 管理備件庫存，確保供應充足。
• 與採購部門和供應商協調庫存補貨事宜。
• 在保持服務效率的同時，最大限度地減少過時庫存。

跨職能協作

• 與銷售、零售營運、物流、採購和技術團隊緊密合作。
• 必要時協調產品召回和服務活動。
• 將客戶回饋提供給產品管理和供應商，以提高產品品質。

福利待遇

• 津貼（旅費、交通費等）
• 個人發展機會
• 有薪培訓和發展

Singlife is a leading homegrown financial services company, offering consumers a better way to financial freedom. Through innovative, technology-enabled solutions and a wide range of products and services, Singlife provides consumers control over their financial wellbeing at every stage of their lives.

In addition to a comprehensive suite of insurance plans, employee benefits, partnerships with financial adviser channels and bancassurance, Singlife offers investment and advisory solutions through its GROW with Singlife platform. It also offers the Singlife Account, a mobile-first insurance savings plan.

Singlife is the exclusive insurance provider for the Ministry of Defence, Ministry of Home Affairs and Public Officers Group Insurance Scheme. Singlife is also an official signatory of the United Nations Principles for Sustainable Insurance and the United Nations-supported Principles for Responsible Investment, affirming its commitment to finding a better way to sustainability.

The merger of Aviva Singapore and Singlife was announced in September 2020 and created one of the largest homegrown financial services companies in Singapore in a deal valued at S$3.2 billion. It was the largest insurance deal in Singapore at the time. Singlife was subsequently acquired by Sumitomo Life in March 2024, one of Japan’s leading life insurers, which valued Singlife at S$4.6 billion, making the transaction one of the largest insurance deals in Southeast Asia.

Key Responsibilities

• Effective management of escalated customer complaints in achieving fairness for the customer and operational efficiencies for the company
• Deliver MAS FAIR Dealing Outcome #5 - Financial institutions handle customer complaints in an independent, effective and prompt manner – by the efficacy and quality of complaints and dispute resolutions done.
• Turn our customer experience around positively, and in overseeing junior complaint handlers in swift resolution of disputes.
• Conduct investigations of escalated complaints by understanding our range of products offered, working with other business units, and navigating our systems to obtain policy information necessary for dispute resolutions.
• Review root causes of gaps identified and propose improvements.
• Achieve fair dealings and deliver excellent service to complainants in managing their disputes.
• Maintain our Complaint Register, ensuring all cases are followed through to proper closures with accurate documentation of all case files.
• Manage disputes at Dispute Resolution Centres.
• Participate in service improvements projects.
• Preparing management reports.
• Knowledge of all life, investment linked and health insurance products under the company.
• Knowledge of regulatory requirements for sales process, FDO, PDPA and FIDReC arbitration legal process.
• Ensure compliance with all applicable laws and regulations relating to the above functional activities. 

Key Decisions within the Role

• Assessment of complaints (based on investigation findings performed in collaboration with relevant stakeholders) to determine if there was a valid lapse committed by us.
• Sign-off on case resolutions proposed by junior complaint handlers.
• Propose resolutions for cases handled at Dispute Resolution Centres.
• Financial authorisation limits as per the Delegation of Authority approved by the Board.

Team

• Direct accountability for 3 staff.

Requirements

Experience

• At least 4 years of experience in Customer Service.
• Good oral and written communication skills.
• Good command of English, both oral and written.
• Good customer service skills.
• Good problem-solving skills.
• Good time management skills.

Education

• Academic: Degree / diploma (preferred)

Key Stakeholders

External:

• Customers (of Singlife’s individual life & health insurance businesses) and their servicing advisers.
• Law firms engaged by our customers.
• Regulatory bodies, e.g. Monetary Authority of Singapore (MAS), Central Provident Fund Board (CPF Board), Ministry of Health (MOH) etc.
• Dispute Resolution Centres, e.g. Financial Industry Dispute Resolution Centre (FIDReC), Consumers Association of Singapore (CASE), Small Claims Tribunal (SCT) etc.

Internal:

• All relevant stakeholders involved with the complaints (e.g. Compliance, New Business, Underwriting, Claims, Policy Servicing, Premium Management, Actuarial, Products, Corporate Communications etc)

Job Scope :

• Liaise with process engineers on quality-related issues to follow-up on effective corrective and preventive actions
• Investigate, perform failure analysis (including external laboratory testing) and prepare 8Dreport for customers' complaints
• Drive internal compliance audit of company's business processes and quality management system
• Establish and implement in-house quality monitoring system
• Ensure continuous improvements in process and procedures implemented in manufacturing
• Carry out and implement appropriate quality plans for new products, materials/processes
• Drive both preventive and corrective action programmes including customer-relatedissues
• Other duties as assigned by superiors

Requirements:

• Diploma in Quality Assurance / Mechanical Engineering or equivalent
• 3 years relevant working experience in a manufacturing environment
• Good knowledge of statistical problem solving methodologies like FMEA, DOE and SPC
• Good knowledge of various statistical methods, quality management system and ISO standards such as ISO9001, ISO14001 and IATF16949
• Proficient in Microsoft Office software application
• Able to work independently as well as in a team
• Good analytical, communication and interpersonal skills

• Ensure the consistent delivery of high-quality Printed Wiring Boards that meet customer specifications and industry standards by managing quality assurance processes and serving as the primary liaison for customer service accounts.
• Responsible for driving continuous improvement, resolving quality-related customer issues, and upholding compliance with regulatory and internal quality systems to enhance customer satisfaction and product reliability.

Customer Quality Liaison

• Act as the primary contact for customer quality-related inquiries and complaints
• Coordinate resolution of customer issues through root cause analysis and corrective actions

Quality Control Oversight

• Monitor inspection and testing procedures are followed
• Monitor product conformance to IPC and customer-specific standards

Documentation & Compliance

• Maintain quality records in accordance with ISO 9001 and internal QMS protocols
• Prepare and submit quality reports to customers and internal stakeholders

Process Improvement

• Identify recurring quality issues and lead initiatives to improve manufacturing pro
• Support implementation of Problem-Solving methodologies

Audit & Review

• Participate in internal and external audits
• Ensure readiness for customers and regulatory inspection

Training & Support

• Provide guidance to production teams on quality standards and procedures
• Assist in onboarding new staff with QA related training
• Support new product introduction (NPI) with quality input and validation

Requirements:

• Degree in any Engineering discipline (Quality Engineering preferred) in a manufacturing environment
• Min 2 years of experience in Quality Assurance activities/operational
• Good communication, report writing and presentation skills
• Good analytical skills with ability to work effectively
• Independent, decisive and good at problem solving
• Able to adapt in a fast-paced environment
• Preferred with knowledge of PWB manufacturing processes
• Proficiency in Microsoft Office

5 days' work week
Electronics MFG Industry
Loyang Area

Interested candidates, please forward a detailed resume and email to audris@alignrecruitment.com.sg

Align Recruitment Pte Ltd

License No: 20C0253

Attention: Pan Hong (Reg No. R2094728)

Job Description
1) Solution Design & Consultancy (Security) :
a. Understand and articulate layered security approaches across endpoint, network, cloud, and application layers.
b. Explore, evaluate, and recommend existing and emerging security products.
c. Conduct Proof of Concept (POC) testing and drive productization of validated solutions.
d. Provide technical consultancy and advisory services to clients on security best practices.
(The person might be required to perform Solution Design or Consultancy for other products which department currently carries [for example: Managed Service for LAN infra]).

2) Presales Support
a. Collaborate with sales teams to identify customer requirements and propose tailored security solutions.
b. Deliver technical presentations, demonstrations, and workshops to prospects and clients.
c. Assist in RFP/RFI responses and solution proposals.

3) Sales Enablement
a. Train and enable sales teams with technical knowledge of security offerings.
b. Develop presales collateral such as solution briefs, architecture diagrams, and competitive positioning.

4) Sales Enablement
a. Train and enable sales teams with technical knowledge of security offerings.
b. Develop presales collateral such as solution briefs, architecture diagrams, and competitive positioning.

Job Requirements
1) Minimum 5 years of experience in a Security Service Provider or equivalent role.
2) Strong exposure to:
a. Microsoft O365 Security (Defender, Purview, etc.)
b. Network Security (SASE, firewalls, intrusion prevention, zero trust frameworks)
c. Cloud Security (AWS, Azure, GCP security controls)
3) Proven experience in conducting POCs and transitioning validated solutions into productized offerings.
4) Excellent communication and presentation skills for both technical and non-technical audiences.
5) Ability to work cross-functionally with sales, product, and delivery teams.
6) Bachelor’s degree in IT, Engineering, or related field.

·        Degree in Information Technology, Computer Science, Engineering, or a related field.

· Minimum 5–8 years of experience in service delivery, operations management, or technical support environments.

· Experience managing mission-critical systems or large-scale enterprise platforms.

· Experience in application support, including troubleshooting, issue investigation, log analysis, user support, and coordination with development or engineering teams for issue resolution.

· Strong experience in incident management, problem management, and customer handling.

· Experience in biometric systems, border control systems, security systems, or government projects is an advantage.

· Familiarity with infrastructure, networking, servers, virtualization, cloud-native platforms, or enterprise applications is preferred.

· Strong analytical, troubleshooting, and coordination skills.

·        Excellent communication and stakeholder management skills.

Duties & Responsibilities

• Watchfully responds to client inquiries in a professional manner and ensures that concerns are addressed quickly and completely
• Gathers customer information thoroughly and effectively, accesses and satisfies client demands
• Educates the salon customers based on their real needs during their visit to the shop
• Provides professional customer support with a forthcoming mindset for customers to keep coming back and avoid unpleasant future encounters
• Maintains a positive, empathetic, and professional attitude toward customers at all times
• Attends to and communicates promptly to address customers’ queries at the most excellent approach
• Acknowledges and resolves customer feedback and concerns
• Knows products inside and out to answer product queries
• Communicates and coordinates with team and management
• Ensures customer satisfaction and increases customer retention
• Gathers customer satisfaction levels and feedback on customer services for continuous improvement
• Provides feedback on the efficiency of the operations and customer service process

Qualifications

• Bachelor’s Degree in Business, Commerce or relevant fields
• Three (3) to five (5) years of leadership and management experience in customer-service-related capacity
• Consistently well-groomed according to the high appearance standards of the salon and the company
• High degree of professionalism in customer service
• Exceptional people skills
• High standards of customer communication skills
• Prior experience in the beauty line preferred
• Ability to stay calm and excellent in handling difficult customers
• Computer literate

Position Title: Care Studio and Rehab Manager
Location: Bright Hill
Working Days: Monday – Friday
Working Hours: 8:30AM – 6:00PM
Salary: $7,000 – $9,000

Job Description

• Support the development and implementation of operational and strategic initiatives for the Care Studio and Rehabilitation Department.

• Assist in the development and enhancement of Care Studio programmes and services.

• Monitor departmental KPIs and manage budget and resource utilization.

• Oversee manpower planning and operations of the Care Studio and Rehabilitation teams.

• Develop policies and ensure compliance with regulatory requirements and MOH licensing standards.

• Support recruitment, staff development, and retention initiatives.

• Manage the daily operations of the Care Studio and Rehabilitation Department.

• Develop and promote centre-based and home-based rehabilitation and day care programmes.

• Oversee the delivery of community and home care services.

• Manage healthcare needs assessments and the implementation of care plans for clients.

• Coordinate and monitor clinical and service quality indicators for continuous improvement.

• Manage enquiries, feedback, complaints, and incidents relating to centre operations.

• Identify and establish partnerships to support business development and client acquisition.

• Maintain relationships with existing and prospective partners and organizations.

• Ensure compliance with the Personal Data Protection Act (PDPA) relating to clients and staff.

Requirements

• Degree or Master's qualification in Allied Health or related disciplines preferred.

• Minimum 5 years of experience in a community care setting.

• Minimum 2 years of supervisory experience.

• Possess a valid BCLS + AED certification.

• Knowledge of the Intermediate and Long-Term Care (ILTC) landscape will be an advantage.

• Experience in quality and risk management.

• Experience in coaching, counselling, and manpower planning.

• Experience in start-up operations for care centres, nursing homes, or elderly home care services will be an advantage.

• Proficient in Microsoft Office applications.

• Experience with Infocare systems will be an advantage.

If you are keen to apply, please send me your resume and job applied for on WhatsApp at 9789 3505 or email me at anabel.thesupreme@gmail.com (˶ᵔ ᵕ ᵔ˶)

❄️Anabel Boon Xue Qi | Recruitment Consultant (R25159272) |

View/Repost Job Posting - Customer Service Manager

1. JOB DESCRIPTION

Job Title

Customer Service Manager

Occupation

Customer Service Manager

Job Description & Requirements

Duties & Responsibilities

1. Watchfully responds to client inquiries in a professional manner and ensures that concerns are addressed quickly and completely

2. Gathers customer information thoroughly and effectively, accesses and satisfies client demands

3. Educates the salon customers based on their real needs during their visit to the shop

4. Provides professional customer support with a forthcoming mindset for customers to keep coming back and avoid unpleasant future encounters

5. Maintains a positive, empathetic, and professional attitude toward customers at all times

6. Attends to and communicates promptly to address customers’ queries at the most excellent approach

7. Acknowledges and resolves customer feedback and concerns

8. Knows products inside and out to answer product queries

9. Communicates and coordinates with team and management

10. Ensures customer satisfaction and increases customer retention

11. Gathers customer satisfaction levels and feedback on customer services for continuous improvement

12. Provides feedback on the efficiency of the operations and customer service process

Qualifications

• Bachelor’s Degree in Business, Commerce or relevant fields

• Three (3) to five (5) years of leadership and management experience in customer-service-related capacity

• Consistently well-groomed according to the high appearance standards of the salon and the company

• High degree of professionalism in customer service

• Exceptional people skills

• High standards of customer communication skills

• Prior experience in the beauty line preferred

• Ability to stay calm and excellent in handling difficult customers

• Computer literate

2. SKILLS

Customer Retention Leadership Microsoft Office Customer Experience Customer Support Interpersonal Skills Customer Information Administration Communication SkillsExcelCustomer SatisfactionTeam Player Customer ServiceCustomer CommunicationCustomer ServicesCustomer Service Experience

3. KEY INFORMATION

Job Post Duration

30 Calendar Days

Number of Vacancies

10

Job Function

Personal Care / Beauty , customer service

Position Level

Manager

Minimum Years of Experience

3

Employment Type

Permanent, Full Time

Minimum Qualification Level

Bachelor's Degree or equivalent

Field of Study

Business & Administration n.e.c. (including entrepreneurship)

Monthly Salary Range (SGD)

$7,000 - $9,500

Government Support

No schemes selected

4. WORKPLACE DETAILS

Workplace Address

Local

Postal Code

228773

Block/House No.

20

Street Name

KRAMAT LANE

Building Name (optional)

UNITED HOUSE

5. SCREENING QUESTIONS

oin us in our mission to transform the healthcare landscape in Singapore! We - the NUHS@Home team - are a dynamic new home hospital service looking for passionate and innovative administrative staff to co-create with us. 

The Assistant Manager/ Senior Assistant Manager for NUHS@Home will play a crucial role in supporting services planning, optimizing the operational workflow and providing administrative support for procurement of essential supplies. You will also be required to support the Department’s initiatives to generate publicity and leveraging social media platforms.

Job Responsibilities

 Clinical Service Development

• Manage all aspects of clinical service(s):Work closely with other departments to ensure a holistic service delivery that generates positive experience for patients along the continuum of care.Conduct proper planning of new clinical service(s) where assigned, which includes providing projections on workload, identifying resources required and getting the necessary approvals to secure these resources, and manage key project timelines to deliver the project(s) on a timely basis and within budget.Secure budget and monitor utilization as well as manage procurement of equipment and consumables to support the operation of the clinic / ward.

Clinical Initiative Support

• Support any Departmental-wide initiatives that impact clinical areas.
• Coordinate with internal i.e. legal, comms & external partners on initiative expansion.

Other Adhoc Tasks 

• Successful execution of other matters as and when assigned by RO and HOD.

Requirements

• Bachelor’s degree in business, healthcare, or a related field
• Strong communication, interpersonal, and planning skills, with the ability to build relationships with diverse stakeholders.
• Proven ability to work effectively in a fast-paced environment, managing and prioritizing multiple tasks.
• Excellent teamwork skills combined with the ability to work independently when required.
• Positive work attitude and adaptability to changing situations.
• Strong organizational and problem-solving skills, with keen attention to detail.
• Preferably 1 year of experience in project management, operations, or a related field, ideally in healthcare. However, prior experience in a hospital setting is not mandatory but may be advantageous.
• Familiarity with project management methodologies and tools (e.g., Gantt charts, project management software) is a plus.
• Proficient in Microsoft Office

As a Customer Success Manager at TabSquare, you will be responsible for building strong relationships with our clients, ensuring they derive maximum value from our AI-driven solutions. You will serve as the primary point of contact for customer engagement, retention, and satisfaction, working closely with internal teams to address client needs and drive product adoption.

If you’re passionate about customer success and want to make a real impact in the F&B tech space, we’d love to hear from you! Apply today and be part of our exciting journey at TabSquare.

This position will report to the VP of Customer Success based in Singapore.

Responsibilities:

• Serve as the main point of contact for assigned customers, ensuring their success with TabSquare’s solutions.

• Develop and maintain strong relationships with key stakeholders, understanding their business objectives and challenges.

• Drive product adoption and engagement by providing, best practices, and proactive recommendations.

• Monitor usage metrics, and identify opportunities for growth or improvement.

• Collaborate with sales, product, and global tech support teams to identify root causes and bring permanent solutions

• Conduct regular business reviews to assess customer health and develop strategies for renewal and expansion.

• Advocate for customers internally, gathering feedback to inform product development and enhancements.

• Collaborate with commercial teams to develop and execute retention strategies to minimize churn and maximize customer lifetime value.

• Stay up-to-date with industry trends, competitors, and emerging technologies in the F&B space.

COMPANY DESCRIPTION

THKMC was incorporated on 13 October 2011 as a charity to provide multiple social and welfare services to the community at large, and achieved an Institute of Public Character (IPC) status on 18 November 2011.

THKMC is the charitable arm of Thye Hua Kwan Moral Society, which lives by the mission - To Serve Mankind - to help anyone who needs help regardless of their race, religion, colour, language, creed and culture. THKMC today serves more than 70,000 beneficiaries through more than 70 programmes across five Services, which include Disability, Early Intervention for Children, Family, Seniors' Community, and Therapy.

RESPONSIBILITIES

To serve seniors in designated cluster, providing physical, mental, emotional, and spiritual support through outreach & active ageing programmes

DUTIES & RESPONSIBILITIES

Reporting to the Asst /Divisional Director of Elderly Services, the Lead/Senior Centre Manager is responsible for overseeing the Active Ageing Centres.

• Curate and implement new and innovative programmes that promote active ageing and ageing well in place across the assigned Centres.
• Network with critical stakeholders and sponsors to enhance community engagement and programme sponsorship for the assigned Centres.
• Direct and supervise the operations and administrative functions of the centres assigned.
• Assist and coordinate timely submissions of assigned Centres on:
  • Dashboard Statistics (monthly/quarterly)
  • Accounts Reports
  • Volunteer Management Data
  • Corporate Communications Submissions (i.e., Admin Programmes and Order of Proceedings for events)
  • Human Resource Data (i.e., Updating training attended for P-file, time-off, MC submissions, etc
• Assist Centres with the following submissions:
  • EPES or other required KPI submissions (quarterly / annually) to Funder
  • Internal and external audit reports
  • Attaining PIF standards or other standards required by Funder.
• Communicate important messages and urgent circulars from management to the assigned Centres.
• Supervise the recruitment and performance of staff within the assigned Centres.
• Conduct the performance appraisals of Centre Managers of the assigned Centres.
• Support the assigned Centres on administrative work, conflict management and HQ SOP compliance.
• Provide a general report to the Asst Divisional Director/Divisional Director on a quarterly basis.

• Polytechnic Diploma / WSQ Diploma/ Advanced Diploma in Social Services
• At least 7 years of related experience in the social service sector, with 4 years of supervisory experience
• Possess integrity, good interpersonal and communication skills.
• Have a positive attitude, good self-discipline and able to work independently and in a team.
• Possess leadership qualities, creative and resourceful in networking or mobilizing volunteer.
• Proficient in speaking & writing good English. Proficient in speaking and writing a 2nd language and ability to speak dialects will be an added advantage.
• Pleasant personality, energetic and self-motivated.
• Proficiency in MS Office.
• People oriented and passionate towards working with seniors and for seniors.
• Caring, compassionate, has patience and respect for the dignity and privacy of the seniors.
• Must not show favouritism to a particular ethnic, religion or age group; and strive to promote multi-racial and multi-religious interaction.

• Working Hours: 8:30am to 5:30pm (Monday to Friday) | 8:30am to 12:30pm (alternate Saturdays)
• Centres are located South

Responsibilities

Service Operations & Delivery

• Manage day-to-day BAU operations for biometric applications, systems and related infrastructure.

• Ensure system availability, operational stability, and compliance with

SLA/KPI requirements.

• Coordinate and monitor support activities across multiple support teams, vendors, and stakeholders.

• Lead operational reviews and service governance meetings with customers.

Incident Management & Investigation

• Lead major incident handling, troubleshooting coordination, and service recovery activities.

• Drive root cause analysis (RCA) and ensure proper corrective and preventive actions are implemented.

• Coordinate with technical teams for incident investigation, log analysis, and escalation management.

• Track incident trends and recommend improvement actions to reduce recurring issues.

Customer Management

• Act as the primary customer-facing representative for operational and service-related matters.

• Provide timely updates, incident communication, and operational reporting to customers.

• Build strong customer relationships and maintain customer confidence during critical situations.

• Support customer discussions on operational improvements, risk management, and service enhancement initiatives.

Reporting & Governance

• Prepare operational reports, SLA/KPI reports, incident summaries, and management presentations.

• Conduct regular service review meetings with customers and internal stakeholders.

• Ensure proper documentation of incidents, operational procedures, and escalation processes.

• Maintain audit readiness and operational compliance documentation.

Continuous Improvement

• Identify operational gaps and recommend process improvements.

• Drive automation, monitoring enhancement, and operational efficiency initiatives.

• Support system upgrades, patching activities , and operational readiness activities.

Requirements

• Degree in Information Technology, Computer Science, Engineering, or related field.

• Minimum 5–8 years of experience in Service Delivery, Operations

• Management, or Technical Support environments.

• Experience managing mission-critical systems or large-scale enterprise platforms.

• Experience in application support, including troubleshooting, issue investigation, log analysis, user support, and coordination with development or engineering teams for issue resolution.

• Strong experience in incident management, problem management, and customer handling.

• Experience in biometric systems, border control systems, security systems, or government projects is an advantage.

• Familiarity with infrastructure, networking, servers, virtualization, cloud-native platforms, or enterprise applications is preferred.

• Strong analytical, troubleshooting, and coordination skills.

• Excellent communication and stakeholder management skills.

• Able to work under pressure and manage critical incidents effectively.

Licence no: 12C6060