Manager/Senior Manager, Claims & Payment Operations (IDD2)

[What the role is]
The Industry Development Division 2 (IDD2) is part of the Training Partners Group in Skills and Workforce Development Agency (SWDA). The team supports a robust and high-quality Continuing Education and Training (CET) ecosystem through strategic partnerships, management of CET providers, and engagement of enterprises in skills development.

Reporting to the Team Lead, you will perform programme operations, governance and stakeholder management work and contribute to the implementation and continuous improvement of the SkillsFuture AI Subscription initiative, which forms part of the broader National AI Impact Programme (NAIIP).

You will oversee claims administration, payment operations and programme integrity, ensuring the effective onboarding of AI solution providers, the delivery of timely and accurate administration of claims and payments, and the integrity of programme operations through risk monitoring, assurance and data analytics. The role offers the opportunity to work at the intersection of workforce transformation, AI adoption, programme governance and operational delivery.

[What you will be working on]

What you will work on:

- Oversee the onboarding and operational integration of AI solution providers into programme delivery processes
- Assess provider readiness against operational, reporting, compliance and service requirements
- Develop and maintain operational procedures, controls and implementation guidelines
- Coordinate across policy, finance, procurement, technology and service delivery stakeholders to ensure smooth programme implementation
- Manage claims verification processes and validate claims, invoices, utilisation records and supporting documents against programme requirements.
- Ensure claims are processed accurately, consistently and within established service standards
- Investigate discrepancies, exceptions and irregularities with AI solution providers and other stakeholders
- Oversee payment verification and reconciliation processes to ensure proper stewardship of public funds
- undefined

Strengthen Governance and Financial Stewardship

- Apply governance, audit and financial control requirements throughout programme operations
- Review claims and payment processes to ensure compliance with programme rules and funding conditions
- Identify control gaps and recommend process improvements to strengthen operational integrity
- Support audit reviews, management reporting and assurance exercises

Detect Risks and Safeguard Programme Integrity

- Analyse claims, utilisation and operational data to identify anomalies, unusual patterns and emerging risks
- Develop risk indicators to detect potential abuse, over-claiming, duplicate claims or fraudulent behaviours
- Conduct investigations and evidence-based reviews of suspicious transactions and cases
- Escalate material risks and recommend mitigation measures to management

Drive Operational Insights and Continuous Improvement

- Monitor programme performance, claims trends, provider behaviour and operational metrics
- Produce dashboards and management reports to support decision-making
- Identify opportunities to automate processes, improve controls and enhance user experience
- Translate operational data into actionable recommendations for programme enhancement

Key Skills and Capabilities

Stakeholder and Vendor Management

- Ability to communicate effectively with a diverse range of stakeholders including learners, CET providers, AI solution providers, enterprises, and government agencies
- Facilitate discussions, influence outcomes and navigate differing perspectives
- Manage stakeholder expectations professionally while maintaining strong partnerships
- Build productive working relationships with AI solution providers and programme partners
- Communicate operational requirements clearly and professionally
- Facilitate issue resolution and manage provider performance effectively
- Navigate complex stakeholder environments while maintaining programme integrity

Programme Operations and Process Management

- Plan,  coordinate and deliver work across multiple stakeholders Balance competing priorities in a fast-paced environment
- Manage high-volume operational processes while maintaining accuracy and service quality
- Coordinate multiple workstreams and stakeholders simultaneously Design and implement operational workflows and controls
- Drive process standardisation, automation and service improvement
- Ability to identify operational bottlenecks and recommend practical, evidence-based process improvements

Claims Assessment and Financial Administration

- Review claims, invoices and supporting documentation with accuracy and attention to detail
- Apply funding rules, programme requirements and payment controls consistently
- Investigate discrepancies and resolve claims-related issues objectively and professionally
- Balance operational efficiency with strong compliance standards

Fraud Risk Detection and Investigations

- Identify suspicious claims patterns, anomalies and potential fraud indicators
- Apply data-driven approaches to detect operational and financial risks
- Analyse transactional data to support investigations and risk assessments
- Exercise sound judgement when reviewing irregular or high-risk cases

Governance, Compliance and Assurance

- Apply governance frameworks, audit requirements and financial controls effectively
- Assess operational risks and recommend practical mitigation measures
- Maintain robust documentation, evidence trails and operational accountability
- Strengthen programme safeguards through continuous improvement

Governance and Risk Management

- Apply governance, financial control and compliance requirements consistently
- Exercise sound judgement when reviewing complex cases and operational exceptions
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- ## Identify risks early and develop practical mitigation strategies

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Data Analysis and Operational Insights

- ## Analyse claims, utilisation and operational datasets to identify trends and risks
- ## Develop reports, dashboards and analytical summaries for management
- ## Use evidence and data to support recommendations and decision-making
- ## Translate data insights into operational improvements

[What we are looking for]

What we are looking for:

At least 3 years of relevant experience in one or more of the following areas:

- Programme operations and administration
- Claims management and payment administration
- Financial controls, audit or compliance functions
- Fraud risk management, risk analytics or investigations
- Vendor, contract or service provider management
- Data analytics, operational reporting or business process
- Experience in workforce development and grants administration in Infocomm Technology and Media sectors would be an advantage

We are particularly interested in individuals who are:

- Highly analytical and detail-oriented
- Comfortable working with large datasets and transaction records
- Strong in identifying patterns, anomalies and operational risks
- Able to exercise sound judgement in complex or ambiguous situations
- Meticulous in applying controls while balancing operational efficiency
- Proactive in strengthening governance, improving processes and safeguarding programme integrity

Successful candidates will be offered a contract of two years.

Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include the CSP public profile link in your resume. Please check out www.myskillsfuture.gov.sg for details on the CSP.