Manager Advisory Support

### Key Responsibilities: **1. Advisory Operations and Deployment Support** - Support the planning and coordination of Skills Ambassador deployment across advisory touchpoints, events and service locations. - Track operational schedules, manpower deployment, service coverage and advisory demand across channels. - Work with team leads and frontline staff to monitor operational issues, service gaps and resource constraints. - Support the implementation of improved advisory workflows, including virtual consultations, event support and referral processes. **2. Case Tracking, Data Management and Reporting** - Maintain and update STA service data, including consultation volumes, client profiles, advisory themes, referrals, follow-up status and service outcomes. - Prepare regular management reports on STA performance, trends, operational issues and client needs. - Support analysis of case data to identify common advisory needs, emerging skills concerns and opportunities to improve service quality. - Ensure timely and accurate reporting to internal stakeholders and external agencies where required. **3. Service Quality and Process Improvement** - Support the monitoring of advisory service standards, including quality of consultation, documentation, follow-up and client experience. - Assist in developing or updating service guidelines, FAQs, scripts, workflow documents and escalation processes. - Identify process gaps and propose practical improvements to improve consistency, productivity and service quality. - Support the preparation of training or briefing materials for Skills Ambassadors where needed. **4. Stakeholder Coordination and Internal Support** - Coordinate with internal teams, ServiceSG touchpoints, CDC teams, event organisers and other stakeholders to support STA delivery. - Assist in preparing updates, meeting materials, action trackers and follow-up notes for internal and external discussions. - Support communication between HQ and frontline teams to ensure timely dissemination of programme updates, operational changes and reporting requirements. **5. Programme Enhancement and Special Projects** - Support pilots or enhancements to improve STA operations, service model, client segmentation, follow-up processes or referral pathways. - Assist in consolidating feedback from frontline teams and clients to support service redesign. - Support integration efforts between STA, SFA and other advisory-related initiatives to improve client journey and service coherence. ### Requirements: - Degree or diploma in any discipline, preferably in business, social sciences, psychology, communications, public policy, education, training, workforce development or related fields. - At least 3 to 5 years of relevant experience in operations, case management, service delivery, stakeholder coordination, reporting or project support. - Strong organisational and coordination skills, with the ability to manage operational details across multiple locations or channels. - Comfortable handling service data, case trends and reporting; proficiency in Excel and PowerPoint is required. - Good written and verbal communication skills. - Able to work with frontline teams, internal stakeholders and external partners. - Prior experience in advisory services, career services, workforce development, social service, public service or customer-facing operations would be an advantage.