People of TAL

1. Tell us more about your job.

My job requires me to resolve salary disputes. I act as the case manager for employment claims under my care. My role involves helping both employers and employees understand their rights, obligations, and the best practices for handling employment issues. I guide them towards finding an amicable resolution and draft Settlement Agreements and Claims Referral Certificates to bring the cases to a close.

2. Can you describe a typical day at work?

My workday involves facilitating Zoom or in-person mediation meetings to resolve disputes. I spend time on phone calls to understand claims and provide advice on employment agreements. My key tasks include arranging mediation sessions, organising schedules, and managing case administration. I coordinate with internal teams and external partners such as the unions and CPF Board as well as collaborating with my colleagues to discuss cases and improve outcomes, while also managing tasks assigned by my reporting officer.

3. What is something surprising or unusual about your work that most people are unlikely to know?

I am four years into this role and still find the work interesting and challenging. The cases are all different - it’s like solving a puzzle. Look at the case details, find the right case approach, provide the correct advice, conduct the mediation professionally. Many customers whom I had met bring along their frustrations into mediation which could be emotionally draining. I always tell my new colleagues that it is important to develop healthy coping strategies such as taking a break from work to recharge or exercising to de-stress.

4. What keeps you going? What is one guiding principle you live by?

Seeing everyone leave the mediation room with a smile, makes me smile too. They often come in tense and uncertain but helping them reach a positive resolution makes my day. Many are not familiar with the law or the options they have when there is a salary dispute. I have that tacit knowledge, and I find fulfilment when I can help others resolve their claims with my skills. My personal motto is to do my utmost. This principle guides me at work. I persevere in the face of managing challenging cases.

5. Tell us how your work made a real difference in someone’s life, and why?

I have helped elderly employees who were working to make ends meet. They did not have any employment documents and were unfamiliar with the law. When their employers did not pay their salary, these employees preferred to resolve their claims amicably at TADM, avoiding the need to escalate the matter to the Employment Claims Tribunals. I tried my best to help them although it could sometimes be difficult to verify their claims without an employment contract or any form of documentation. And, if the employees' claim lack substantiation, I would then advise the employers about their rights too. I must be fair and professional to both employee and employer.

6. What support or help have you received from your co-workers or supervisors to carry out your work?

I’m fortunate to have good supervisors who trust my judgment and are ready to offer guidance. My colleagues are friendly, professional and helpful. We exchange ideas with one another to better manage cases. The flexible working environment supports me in achieving a good balance between work and personal commitments.

7. Which of the TAL values resonates the most with you?

Professionalism, as my work is public facing. I conduct myself professionally in all my interactions with customers and colleagues. When parties are unreasonable, it can be challenging to maintain composure. As a professional mediator representing TADM, I will discharge my duties conscientiously and diligently.