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
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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
Identify risks early and develop practical mitigation strategies
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.