Senior Manager /Manager /Assistant Manager (Performance and Operations Support Unit)

Central Provident Fund Board

Senior Manager /Manager /Assistant Manager (Performance and Operations Support Unit)

Central Provident Fund Board


Job Nature: Permanent, Contract

Position Level: Experienced

Job Category: Government Sector/Civil Service, Customer Service, Consumer Services

Qualification: Diploma, Bachelor's / Honours, Masters / PhD


Senior Manager /Manager /Assistant Manager (Performance and Operations Support Unit)

As trustee of the nation’s retirement savings, the Central Provident Fund (CPF) Board helps 3.8 million CPF members save for their retirement, healthcare and housing needs. Every CPF Ambassador plays a vital role in helping Singaporeans save for a secure retirement. So long as you have the passion and commitment to serve the public, you will find your niche in our big family.

CPF members can use their CPF savings to buy a house, take care of their healthcare needs and save up for their retirement income for their golden years via the various schemes offered.  If you are meticulous, a systematic thinker and derive satisfaction from helping others, you will fit right into this job.

[Seniority of appointment will commensurate with relevant work experience.]

Key Responsibilities

  • Conceptualise and review initiatives to improve contact centres’ customer service
  • Conduct research, identify and spearhead service initiatives and innovations
  • Solicit and analyse customer feedback for service improvements through focus group discussions and surveys etc
  • Provide planning and analytical support for strategic reviews and budgetary resourcing to optimise administration of contact centre operations
  • Deep-dive into quantitative data to derive business intelligence insights for future-proofing of contact centre operations
  • Manage and implement projects to improve the efficiency and effectiveness of contact centre operations
  • Host learning visits for local and foreign delegates

Required Attributes

  • Tertiary qualification in any discipline, preferably with relevant working experience
  • Strong analytical skills with the ability to collect, organise, model and interpret data using statistical techniques to deliver insightful findings
  • Detailed oriented and resourceful in devising effective solutions
  • Good leadership and administration experience
  • Good time management skills, and willing to meet tight deadlines in order to meet the service standards
  • Strong communication (verbal and written) skills and highly organised
  • Able to work independently as an individual and effectively as a team
  • Proficient with data visualisation tools, data mining tools and query languages (e.g. SQL)

Company Overview

The CPF Board is the trustee of members' CPF savings. We seek to protect and preserve the value of the savings. We provide fair market returns at minimal risk, while opening avenues for members to seek higher returns on their own after carefully considering the risks involved. The guiding principle is prudence. And returns should contribute towards the member's well-being in his retirement.

In CPF Board, we believe in achieving our mission and vision through motivated people who are committed to learn, improve and innovate. We do so by creating a conducive work environment and by attracting, nurturing and retaining talent. We provide competitive rewards & benefits to our staff. We develop our staff through well-structured training & development programmes and career development planning.
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