Assistant Manager, Group Contact Centre

Overview

This role helps drive the vision and lifecycle of the Group Contact Centre's digital system, delivering enhancements that support operational excellence and personalised patient care. The role manages and maintains the digital system while partnering closely with business users, IT partners & vendors to identify and deliver improvements by leveraging technology and innovation.

The ideal candidate should possess a customer-centric mindset and a strong understanding of Contact Centre operations and related information technology systems. He/She should demonstrate excellent communication, organisational, and analytical skills, with the ability to translate user and business needs into effective digital solutions that enhance operational efficiency and customer experience.

Key Responsibilities

Digital strategy and roadmap

• Act as domain expert for the digital system, developing strategies and roadmap to meet business goals and support department's key initiatives towards Technology Refresh and Cloud Migration.
• Manage annual workplans and budgets, ensuring alignment with FY30 strategic outcomes, priorities, and timelines.
• Manage the product roadmap and backlogs, working closely with vendors and IT partners to ensure timely and successful delivery of digital solutions.
• Engage stakeholders and gather user feedback to identify opportunities for system enhancements and continuous improvement.
• Lead and support system enhancement and change requests/initiatives, including requirements gathering, user acceptance testing (UAT), and validation of system functionalities.
• Support Technology Refresh and digital transformation projects/initiatives through the preparation of system requirements specifications, procurement documentation, coordination of vendors demonstrations, meetings and other procurement/project related activities.

System performance and continuous improvement

• Use data to identify operational gaps and recommend resolutions.
• Conduct daily health checks to ensure the system meets performance standards.
• Work with vendors, IT partner(s), and users to implement resolutions to close identified gaps.
• Run a six-monthly user access review to keep access lists current and remove unnecessary permissions.

Vendor & contract management

• Track SLAs and ensure they are consistently met.
• Keep contracts and addendums current.
• Lead & manage onboarding of other NUHS departments onto the digital system and maintain oversight of their requirements.

Training and enablement

• Lead the training and coaching required for the digital system.

• Deliver digital system training for new joiners in the department.
• Keep training materials and programmes current, relevant, and aligned with learning and operational needs.

Requirements

• Bachelor's degree in Business, Healthcare Administration, Computer Science, or a related discipline.
• Minimum 2 years experience in Contact Centre operations and/or IT Product/Project Management.
• Experience in healthcare operations, preferably within the public healthcare sector, with exposure to operations and/or IT projects. Fresh graduates with strong academic achievements and a keen interest in healthcare and digital transformation are encouraged to apply.
• Strong analytical and problem-solving skills, with a data-driven approach to decisions.
• Track record of managing, launching, or scaling digital products.
• Experience with Agile development methodologies.
• Strong written and verbal communication skills.
• Passion for healthcare and/or customer service.