Management Executive (NS Registration and Enlistment Centre)

Responsibilities:

• To Manage quality assurance of replies of public enquiries received by NSREC via CRM, MP referrals and counter services.
• To supervise the processing and escalation of public enquiries by the CRM teams and ensure achievement of SLA KPIs
• To manage CRM team to achieve high performance and maintain high morale.

Quality Assurance

• To conduct monthly random “audit” on the replies by our CRM teams and services transacted over CMPB counter.
• To formalise annual training plan, conduct sharing and training plan, conduct sharing and training sessions to enhance the knowledge, competency, customer service skills and evaluate training of CRM teams and frontline counter staff.
• To work with NSREC and CMPB Biz owners to update and fine tune FAQs for counter and CRM teams.
• Public Enquiries Processing
• To supervise and manage the processing and escalation of public enquiries by CRM team, include preparation of replies of challenging cases for clearance.
• To prepare case background submissions and replies (for MP cases assigned). 
• Reporting and Data Support.
• To collate and submit monthly KPI reports (public enquiries) and provide trending, data analysis in support of CMPB enquiries or studies.

Compliance/Risks Management

• To assist the Br Hds to review and update the ISO procedure manual for front line services to facilitate conduct of internal and external audit in support company’s ISO certification for CCOS.
• To conduct 6 monthly review of processes within NSREC to manage and control risk exposure such as security and PD.

Innovation

• To participate in process/system reviews and implementation of initiatives from MINDEF/CMPD as and when required.

Other Duties

• To provide support as Frontline service manager as and when the counter services manager is not available and on saturdays on a rotational basis.
• To function as NSREC IT reps (including administration of IT equipment/items)
• To take on secondary appointments and adhoc requirements such as participate in BCP. secretarial duties, organising committee in events etc, when required.

Period:

• 1 – 2 Years Contract 

Location:

• Depot Road

Working Hours:

• Office Hours, Mon – Fri 

Salary:

• Up to $3500

Requirements:

• Degree in any discipline
• Good command of English (written and spoken)
• Good knowledge in microsoft office and excel applications software
• Data analytics would be a bonus
• Passion in customer service
• Good interpersonal and communication skills to manage customers and lead a small team.

Interested applicants, kindly email your detailed resume (MS Word format is preferred):

joanna@successhrc.com.sg (Reg No: R1077386)

Please ensure that applications sent through email are no bigger than 1Mb.

We thank all applicants for your interest but regret to inform that only shortlisted candidates would be notified.

Success Human Resource Centre Pte Ltd (EA License Number: 97C4832)

1 Sophia Road, Peace Centre,

#06-23/29 Singapore 228149

T: 6337 3183 | F: 6337 0329 | W: www.successhrc.com.sg