Full-timeOperations & management· Posted 10 Sept

Assistant Manager, Group Contact Centre

NUHSFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

Singapore

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Start: Not stated
Work mode: On-site
Experience: Some experience

About the role

This role supports the Group Contact Centre's digital system, driving enhancements that improve operational excellence and personalised patient care. You will manage and maintain the system while working closely with business users, IT partners and vendors to identify and deliver improvements through technology and innovation. The ideal candidate has a customer-centric mindset and a strong grasp of contact centre operations and related IT systems.

What you'll do

Act as domain expert for the digital system, developing strategies and a roadmap to meet business goals and support Technology Refresh and Cloud Migration initiatives.
Manage annual workplans and budgets, ensuring alignment with FY30 strategic outcomes, priorities and timelines.

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Manage the product roadmap and backlogs with vendors and IT partners to ensure timely delivery of digital solutions.

Engage stakeholders and gather user feedback to identify system enhancement and continuous improvement opportunities.

Lead and support system enhancement and change requests, including requirements gathering, user acceptance testing and validation of system functionalities.

Support Technology Refresh and digital transformation projects through preparation of system requirements specifications, procurement documentation, and coordination of vendor demonstrations and meetings.

Use data to identify operational gaps and recommend resolutions.

Conduct daily health checks to ensure the system meets performance standards.

Work with vendors, IT partners and users to implement resolutions that close identified gaps.

Run a six-monthly user access review to keep access lists current and remove unnecessary permissions.

Track SLAs and ensure they are consistently met.

Keep contracts and addendums current.

Lead and manage onboarding of other NUHS departments onto the digital system and maintain oversight of their requirements.

Lead 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
At least 2 years' experience in Contact Centre operations and/or IT Product/Project Management
Experience in healthcare operations, preferably public healthcare, 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
Track record of managing, launching or scaling digital products

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Assistant Manager, Group Contact Centre

About the role

What you'll do

Requirements

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