Manager, Customer Experience Management [Integrated Business Services Division]

RMA Group


Job Description

Job Title: Manager, Customer Experience Management [Integrated Business Services Division]

Job Type: Contract, 2 years

Job Location: East Singapore

Key Skills: Operations Management & Customer Service

Our client:

It is a statutory board under the Ministry of Education (MOE). It enables individuals to learn for life, pursue skills mastery and develop fulfilling careers, for a future-ready Singapore

Job Responsibilities:

  • Reporting to the Principal Manager or Team Lead, the Manager will be responsible for the following:
  • Oversee the daily operation of One Call Centre’ (OCC) which is managed by an outsourced vendor.
  • Monitor OCC’s daily and monthly service KPI achievements and ensure that necessary remedial actions are carried out promptly.
  • Manage knowledge transfer activities to Customer Service Officers (CSO) and coordinate briefings and trainings conducted by Divisions
  • Propose and implement SOPs to improve efficiency, quality and performance consistency.
  • Support OCC officers to achieve timely resolution of cases.
  • Manage case investigations and review findings on complaints/feedback related to OCC service and quality.
  • Ensure prompt service recovery measures are carried out and propose corrective actions to meet quality requirements.
  • Facilitate and maintain IT system access rights requests for new OCC officers.
  • Collaborate with other divisions to review and implement effective approaches for good customer experience and reduce enquiry volume by:
  • Providing insights on customer feedback and expectations
  • Recommending measures to improve case management
  • Enhancing FAQ contents to achieve first contact resolution
  • Support the team in managing OCC Quality Audit (QA) and educate officers to comply with SOP
  • Oversee the telephony system and propose changes to Integration Voice Recording (IVR) options within the hotlines
  • Collate and track data/ information/ statistics for regular reports
  • Coordinate meetings within the division and/or with external parties, and provide secretariat support for cross-functional taskforce


  • Tertiary qualifications. Candidates without the required qualifications but possess the relevant work experience and required skills will also be considered.
  • Up to 3 years of relevant work experience in operations management and customer service.
  • Knowledge of chatbot applications (e.g. AskJamie), data analytics and customer relationship management (CRM) systems will be advantageous.
  • Possess effective interpersonal and stakeholder engagement skills and is customer-centric.
  • Meticulous and attentive to details.
  • Candidates without the required qualifications but with relevant experience are welcome to apply.

If keen & interested to learn more, please apply with your updated CV in word format at [email protected] stating your salary expectations and availability to discuss it further.

To expedite processing, you can lodge your application directly at or

Manisha Sharma

RMA Consultants Pte Ltd

EA License No. 93C4403

EA Regn. No. R1872602

RMA Group
RMA Group
8 Kaki Bukit Avenue 1 #05-05/06/07/08