Manager, Career and Skills Advisory Support (Contract)

Role Overview

The Manager, Skills and Training Advisory (STA) Support role is focused on supporting the coordination, operational management, and monitoring of Career and Skills Advisory services provided across various touchpoints including ServiceSG centres, the Lifelong Learning Institute, events, virtual consultations, and other advisory platforms. This position is crucial in enhancing case tracking, service quality, reporting, deployment coordination, operational readiness, and stakeholder collaboration to ensure seamless Skills Ambassador service delivery and accomplishment of advisory objectives. This is a one-year temporary position designed to manage elevated operational demands and to help optimize program performance.

Key Responsibilities

• Assist in planning and coordinating deployment of Skills Ambassadors across multiple advisory channels, events, and service points.
• Monitor operational schedules, manpower allocation, service reach, and advisory demands across the services.
• Collaborate with team leaders and frontline personnel to identify and address operational challenges, service gaps, and resource shortages.
• Facilitate enhancements in advisory workflows, covering virtual consultations, event assistance, and referral processes.
• Maintain updated service data including consultation counts, client demographics, advisory themes, referrals, follow-up actions, and outcomes.
• Compile regular performance reports analyzing trends, operational concerns, and client needs, ensuring timely submissions to internal and external stakeholders.
• Analyze case data to detect prevalent advisory needs and emerging skill gap issues, recommending improvements for service quality.
• Support monitoring of service standards related to consultation quality, documentation, follow-ups, and overall client experience.
• Help in developing or revising service protocols, FAQs, scripts, workflows, and escalation methods.
• Identify procedural gaps and propose practical solutions to enhance consistency, efficiency, and quality of delivery.
• Assist in creating training materials or briefings for Skills Ambassadors as required.
• Coordinate with internal units, ServiceSG points, CDC teams, event organizers, and other partners to facilitate STA service delivery.
• Prepare meeting updates, action trackers, and follow-up notes for internal and external communication.
• Ensure effective communication flow between headquarters and frontline teams regarding program updates, operational changes, and reporting needs.
• Participate in pilot projects or initiatives aimed at improving STA operations, service models, client segmentation, follow-up procedures, or referral mechanisms.
• Collect and consolidate feedback from frontline personnel and clients to inform service redesign efforts.
• Assist integration efforts with other advisory initiatives such as SFA to improve unified client service experience.

Qualifications and Experience

• Diploma or degree in any field, preferably business, social sciences, psychology, communications, public policy, education, training, workforce development, or related disciplines.
• 3 to 5 years of relevant experience in operations, case management, service delivery, stakeholder coordination, reporting, or project assistance.
• Strong organizational and coordination abilities to manage operational aspects across multiple locations or service channels.
• Proficient in handling service data, identifying case trends, and compiling management reports; strong skills in Excel and PowerPoint required.
• Effective communication skills both written and verbal.
• Ability to work collaboratively with frontline teams, internal stakeholders, and external partners.
• Experience in advisory services, career development, workforce development, social or public service, or customer-facing operations is advantageous.

Additional Information

Applicants without the exact qualifications or experience are encouraged to apply. This engagement is a 1-year contract position with the possibility of extension. Only candidates selected for further consideration will be contacted.