Case Management Executive (Public Service Operations & Data Analytics)

Job Description

We are looking for a detail-oriented and proactive individual to support case management operations, citizen engagement, and service improvement initiatives.

You will be responsible for handling public enquiries and appeals related to government schemes, ensuring each case is assessed fairly and thoroughly. You will also work closely with various stakeholders and public agencies to gather information, coordinate responses, and support effective resolution of cases.

Key responsibilities include:

• Manage and assess citizen enquiries and appeals, including complex cases requiring detailed review and coordination with multiple stakeholders
• Liaise with relevant agencies to obtain information, provide updates, and ensure timely case resolution
• Identify opportunities for process improvements and support initiatives to enhance service delivery
• Support projects involving CRM systems, AI solutions, and data-related enhancements, including retrieval-augmented generation (RAG) implementation
• Perform data analysis on service management queries and generate insights to support decision-making
• Prepare reports, track service metrics, and present findings to relevant stakeholders
• Provide administrative support and perform other duties as assigned

Requirements

• Relevant experience in case management, customer service, public sector administration, or citizen engagement-related roles
• Experience managing appeals, enquiries, or cases involving multiple stakeholders is preferred
• Strong communication skills with the ability to engage stakeholders effectively, both verbally and in writing
• Able to work independently, manage priorities, and handle multiple tasks in a fast-paced environment
• Strong analytical skills with good attention to detail and problem-solving abilities
• Proactive mindset with willingness to learn and take on new responsibilities
• Basic Python programming skills are required
• Familiarity with regular expressions for text cleaning, pattern matching, and data extraction from unstructured text is advantageous
• Experience in generating reports, analysing metrics, or presenting data insights to stakeholders will be an added advantage

Interested candidates with a passion for improving public service delivery and supporting data-driven initiatives are encouraged to apply.

Interested applicants, apply now via MyCareersFuture.

Only Shortlisted candidates will be contacted.

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Mustika Jeilani (R26159703)

BGC Group Pte Ltd

EA Licence number: 05C3053