Case Management & Engagement, Assistant Manager

Location: Outram Park
Contract period: 12 Months

Salary: $4,238/Month

Mondays to Thursdays: 8.30am to 6pm, Fridays: 8.30am to 5.30pm

About the Role

This role will support the assessment of citizen enquiries and appeals relating to government schemes, while contributing to service improvement and analytics initiatives. We require strong analytical skills, stakeholder management capabilities, and the ability to handle complex cases with professionalism and attention to detail.

The successful candidate will work closely with public agencies and internal stakeholders to ensure timely and effective resolution of cases, while leveraging data insights to support service delivery improvements and system enhancement initiatives.

Key Responsibilities

• Handle enquiries and assess appeals relating to government schemes in accordance with established policies and guidelines.
• Conduct thorough reviews of cases and provide recommendations based on available information and relevant criteria.
• Manage complex cases that require detailed analysis, stakeholder coordination, and follow-up actions.
• Liaise with public agencies and relevant stakeholders to gather information, coordinate responses, and address citizens' needs effectively.
• Conduct data analysis on quality service management enquiries and public feedback to identify trends and areas for improvement.
• Support projects involving CRM systems and AI-related initiatives, including analysis of operational and service-related data.
• Work collaboratively with team members to identify opportunities for process improvements and system enhancements.
• Contribute to service delivery improvements through data-driven insights and recommendations.
• Perform other administrative and operational duties as assigned.

Requirements

• Degree in any discipline.
• Relevant experience in case management, customer service, public administration, operations, or related fields.
• Experience handling citizen enquiries, appeals, or service-related casework is advantageous.
• Experience liaising with multiple stakeholders, public agencies, or external partners.
• Experience supporting process improvement initiatives or system enhancement projects.
• Strong analytical and problem-solving skills with a keen attention to detail.
• Ability to evaluate information objectively and exercise sound judgement.
• Strong written and verbal communication skills.
• Ability to work independently and manage timelines effectively.
• Adaptable and resourceful when managing competing priorities and evolving requirements.
• Demonstrates initiative and a proactive approach to learning and problem-solving.
• Proficient in Microsoft Office applications; experience in data analysis and reporting is advantageous.