Job Description

[What the role is]

You will be part of a team responsible for managing outsourced service providers and supporting key operational processes within IRAS relating to inbound and outbound correspondence such as tax notices, tax returns, and other taxpayer correspondence, as well as the administration of government payouts schemes such as the Progressive Wage Credit Scheme (PWCS) and Senior Employment Credit (SEC).

In this role, you will work closely with internal and external stakeholders to ensure operational excellence, service quality, and effective governance over vendor performance and government payouts administration.

Beyond day-to-day operations, you will drive projects that streamline business processes, build digital capabilities, and support IRAS' transformation efforts to deliver better services to taxpayers. This includes driving e-Notice adoption through data analysis, research, and stakeholder partnerships to move more taxpayers away from paper correspondence.

[What you will be working on]

Operations and Vendor Management

• Manage the end-to-end administration of outsourced service providers, including oversight of vendor performance, to ensure services meet contractual, operational, and service quality requirements.
• Perform daily reconciliation and monitor operational transactions to ensure the accuracy and completeness of records.
• Review and process monthly billings in accordance with contractual terms and established governance processes.
• Identify operational risks and issues, and work closely with vendors and internal stakeholders to resolve them in a timely manner.
• Support contract management activities, service reviews, and continuous improvement initiatives to enhance operational effectiveness.

Government Payout Administration

• Administer government payout requests in accordance with Standard Operating Procedures (SOPs) and service level commitments.
• Assess supporting documents and ensure payout requests are processed accurately, consistently, and within stipulated timelines.

Digital Transformation

• Analyse operational and taxpayer data to identify trends, opportunities, and barriers to the adoption of digital correspondence.
• Conduct studies and translate insights into actionable recommendations to increase the adoption of e-Notices and other digital services.
• Partner with internal stakeholders to design, implement, and evaluate initiatives that promote greater digital adoption and improve taxpayers' digital experience.

[What we are looking for]

• Fresh university graduates are encouraged to apply, on-the-job training will be provided.
• Good analytical and problem-solving skills, with the ability to analyse issues and recommend practical solutions.
• Strong organisational skills and attention to detail, with the ability to manage multiple priorities in a dynamic environment.
• Good written and verbal communication skills, with strong inter-personal skills to build positive working relationships with internal and external stakeholders.
• A proactive and adaptable mindset, with an interest in improving processes, upskilling and driving innovation.
• Comfortable working with data, digital systems, and technology-enabled processes.
• Familiarity with data analytics, automation, or digital process improvement tools will be an advantage.

Only short-listed candidates will be notified. All successful hires will be offered a contract position in the first instance.