Manager (Relations Management)

Role overview

This position focuses on providing dependable, timely, and high-quality resolution for difficult public enquiries related to pre-enlistment matters. The role also requires active engagement with members of the public, careful trend analysis, and the sharing of useful insights with Subject Matter Experts to support service enhancement and operational learning.

Key responsibilities

• Handle and resolve complex public enquiries connected to pre-enlistment issues.
• Deliver solutions that are tailored to each case and completed within a prompt timeframe.
• Communicate proactively with the public to understand and address concerns.
• Review case information to spot patterns, recurring issues, and emerging risks.
• Bring important observations to Subject Matter Experts for awareness and follow-up learning.
• Contribute to ongoing improvements in unit processes and customer relationship practices.

Challenges in the role

• Maintaining consistency and objectivity while dealing with a wide variety of cases.
• Providing strong service quality and customer relations while complying fully with mandatory National Service policies.

Candidate profile

• Experience in case handling or customer service is preferred.
• Experience with CRM data management for analysis and report preparation will be an advantage.
• Strong interpersonal ability and adaptable communication style are important.
• Applicants without prior experience may still apply.

Additional information

Appointment will depend on the candidate’s experience level.

Only shortlisted candidates will be contacted.