OPERATIONS MANAGER

The Operations Manager is responsible for overseeing the daily operations of the Foreign Domestic Worker (FDW) employment agency, ensuring efficient service delivery, regulatory compliance, and high standards of customer service. The role manages the end-to-end placement process, coordinates with employers and overseas recruitment partners, ensures compliance with Ministry of Manpower (MOM) regulations, and supports continuous operational improvements.

Key Responsibilities

1. Agency Operations

• Oversee the day-to-day operations of the employment agency.
• Ensure smooth coordination between consultants, administrative staff, employers and overseas recruitment partners.
• Monitor operational workflow to ensure timely processing of all cases.
• Maintain service quality and operational efficiency.

2. FDW Placement Management

• Oversee the end-to-end placement process for Foreign Domestic Workers.
• Coordinate helper selection, employer interviews and placement arrangements.
• Ensure timely deployment of FDWs according to operational timelines.
• Monitor placement progress and resolve operational issues where necessary.

3. MOM Compliance & Documentation

• Ensure compliance with the Employment Agencies Act and MOM requirements.
• Oversee Work Permit applications, renewals, transfers and cancellations.
• Ensure accurate preparation and submission of required documentation.
• Maintain proper records and ensure confidentiality of client information.

4. Employer & Customer Relationship Management

• Build and maintain strong relationships with employers.
• Provide professional advice on FDW hiring procedures and agency processes.
• Handle customer enquiries, feedback and complaints promptly and professionally.
• Follow up with employers throughout the placement process to ensure customer satisfaction.

Requirements

Education

• Diploma or equivalent qualification preferred.

Experience

• Experience in an FDW Employment Agency or related customer service/operations environment is preferred.
• Knowledge of MOM Employment Agency regulations and FDW processes is an advantage.

Skills & Competencies

• Knowledge of FDW placement procedures.
• Understanding of MOM Work Permit processes.
• Customer relationship management.
• Strong communication and interpersonal skills.
• Leadership and team coordination.
• Problem-solving and conflict resolution.
• Good organizational and time management skills.
• Proficient in Microsoft Office and agency management systems.