The functional role of a Project Manager (PM) is to help support the planning and execution of the MAX Tax Schemes portal product delivery. The main responsibilities include:
- Project coordination
- Stakeholder communication
- Change management and training
- Monitoring and tracking progress
- Documentation and reporting
Key Responsibilities
- Assisting in planning and scheduling project timelines, tasks and deliverables
- Supporting project team in meeting deadlines, monitoring task completion and ensuring smooth project flow
- Maintaining and organizing project documentation, including plans and business requirements
- Preparing status reports and presentations for management
- Developing training resources with the vendor's support
- Engaging key stakeholders to ensure they are informed and supportive of the change through regular communications
- Driving change management strategies and plans, including coordinating communication and training programs to help users adapt to the new system features
- Handling and responding to user inquiries and issues reported for the product via various communication channels like emails and calls
- Helping users resolve issues with the product by following the FAQs guide
- Escalating unresolved issues to senior staff or business teams when necessary
- Meeting performance metrics like call handling time, customer satisfaction scores, and issue resolution rates
- Maintaining accurate records of all communications and resolutions for future reference
- Working with other team members, supervisors or departments to ensure efficient service operations
What we are looking for
- 1 to 4 years experience with change management for implementation of new systems and/or customer engagement
- Excellent communication and interpersonal skills, problem-solving, patience and attention to detail
- Proficiency with basic computer skills
- Strong listening skills and empathy
- Project management skills will be an added advantage
- Ability to work in a fast-paced environment
- Strong time management and multitasking abilities
- Knowledge of Singapore Government procurement and governance processes will be an added advantage.
- Knowledge of design thinking and workshop facilitation will be an added advantage.
