Senior Manager, Business & Service Excellence [WSD]

[What the role is]

The Senior Manager will play a pivotal role in driving service excellence across the Workforce Services Division, ensuring high standards of service delivery and continuous improvement.

[What you will be working on]

Public Enquiries/MP Appeals Case Management

Manage the end-to-end handling of public enquiries and Member of Parliament (MP) appeals cases, ensuring timely and accurate responses that meet organisational standards. Monitor case progress, coordinate with relevant stakeholders to resolve complex cases, and maintain proper documentation for reporting purposes.

Reporting and Updates

Develop and maintain regular reporting frameworks to track service performance metrics, case outcomes, and operational updates. Prepare and present reports to management and relevant stakeholders, translating data into actionable insights to support decision-making and continuous service improvement.

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