Manager (Service)

[What the role is]

As a tax professional, you have tax knowledge at your fingertips and the passion to build a socially responsible taxpaying community. At IRAS, we offer you the opportunity to apply your knowledge and redefine experiences for taxpayers in fulfilling their tax obligations. You will use your resourcefulness, strong communication skills and creativity to provide a suite of personal income tax services including taxpayer assessment, education and tax audit.

[What you will be working on]

This role requires you to:

• Handle written enquiries across multiple contact channels on Individual Income Tax, Tax Clearance and Property Tax.
• Provide quality taxpayer service and clarification of tax practices, application of tax laws and handle tax assessments that cannot be processed by system
• Analyse and propose appropriate tax treatment and solutions for complex cases
• Analyse contact data to gather insights and develop service analytics models to anticipate contact trends and needs of taxpayers
• Apply customer experience design methodology to understand taxpayers’ needs and drive service improvement and digital initiatives
• Explore and enhance systems, tools and technologies (including RPA, Gen AI) to improve service delivery and operational efficiency

[What we are looking for]

• Degree in any discipline
• Background in tax or accountancy is a plus
• Background and skills in data analytics, CX design, digital marketing/web content writing or AI tools is a plus
• Excellent communication and writing skills
• Experience in customer service and project management
• Resourceful, highly driven and able to work independently in a team environment

The successful candidate will be offered a 2-year contractual role.

We regret that only shortlisted candidates will be notified.