Levy and Incentives Management Division (LIMD) is part of SSG’s Incentives Management and Enforcement Group (IMEG) which contributes to pan-organisational efforts of building an effective, responsive and inclusive CET eco-system through effective grant management, Skills Development Levy (SDL) collection, and enforcement against fraud and abuse. LIMD drives effective SDL collection and grant management to contribute towards the development of a responsive and high-quality CET ecosystem. As a Principal Manager, you are a Team Leader supervising a team of Managers. You report to the Deputy Director and are responsible for the operations management of SSG’s programmes such as SkillsFuture Credits, SkillsFuture Enterprise Credit and other funding programmes. Responsibilities and Competencies: Policy-Operations-Technology Integration Strategic System Alignment: Ensure operational processes are supported by technology systems and aligned with SSG’s funding policies and strategic intent Operational Policy Development: Formulate and review operational policies to support programme implementation and grants management, translating policy directives into operational guides Continuous Improvement Management: Implement systematic refinements to enhance operational effectiveness while maintaining compliance and quality standards. User Experience and Customer Service Mindset Customer Journey Design: Develop comprehensive end-to-end customer interaction points (offline and online); identifying service gaps and value-creation opportunities. Process Streamlining and Appeals Management: Streamline customer management processes and appeal process; manage escalated enquiries and audit queries on post training activities, grant administration and disbursement process. Service Standards Implementation: Implement robust service standards and monitor performance of the process to ensure alignment with service framework. Partnership and Vendor Management Strategic Stakeholder Collaboration: