Manager (Customer Service Delivery - Enterprise Grants Management)

at  IRA Inland Revenue Authority of Singapore

[What the role is]
At IRAS, we partner you to deliver quality services and foster a competitive economic environment to achieve growth for our nation. You will be part of a future-ready team that leverages data and digital capabilities to support enterprise growth and inclusive workforce practices through effective enterprise grants management.
This role manages the distribution of funds for the government and ensures that there are safeguards in place for the payouts to be fairly and correctly disbursed.
[What you will be working on]

Service Delivery

• Handles queries from enterprises on Government payouts schemes administered by IRAS, including handling appeals and feedback across multiple contact channels, displaying IRAS’ service attributes (e.g. 3PCs) to deliver the desired IRAS experience

• Understands the profile of stakeholders, identifies their needs and nudges them towards self-help channels

• Facilitates understanding of scheme eligibility conditions

• Is proficient in using various digital tools and systems to provide service to taxpayers

• Keeps abreast of tax and service developments to provide up-to-date and accurate advice to stakeholders

• Service data analysis

Stakeholders Engagement & Education

• Analyse target stakeholders’ profile, define engagement purpose and devise engagement content
• Analyse market trends, business models and audit observations that may impact compliance level and plan for relevant engagement/education activities to prevent non-compliance
• With understanding of IRAS services, products and methodologies (e.g. Design, BI), develop and execute robust stakeholder engagement and education campaigns through digital and non-digital channels (e.g. social media) to tackle areas of non-compliance
• Promote the use of digital services and digital record-keeping to improve overall compliance
• Ensure contents (digital and non-digital channels) meet channel goals and taxpayers’ expectations
• Create concepts and messages that are user-centric and provide visual experiences to users across digital assets (web and other digital channels)

[What we are looking for]

• Degree in any discipline
• Experience in customer service, good interpersonal, verbal and written communication skills
• Ability to question, probe and analyse
• Organized and systematic in handling data
• Resourceful and able to work independently in a team environment

We regret to inform that only short-listed candidates will be notified.
All successful hires will be offered a 2 year contract in the first instance.

Please refer the Job description for details