Full-timeOperations & management· Posted 24 Sept

Senior 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: Experienced

About the role

This role drives the vision and lifecycle of the Group Contact Centre's digital system, delivering enhancements that support operational excellence and personalised patient care. You will manage and maintain the digital system while partnering closely with business users, IT partners and vendors to identify and deliver improvements through technology and innovation. The ideal candidate is customer-centric, understands contact centre operations and functions, and brings solid IT/product knowledge along with strong analytical, organisational and communication skills.

What you'll do

Act as domain expert for the digital system, developing strategies and a roadmap aligned with the endorsed FY30 outcome: "A smart and digitally-enabled NUHS Assistance Centre, leveraging generative AI to improve user experience."

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Ensure the digital roadmap, annual work plans, and budget submissions align with this outcome.

Manage the product roadmap and backlogs, ensuring vendors and IT partners deliver on time.

Gather user feedback and lead enhancement/change requests from ideation through implementation.

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

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, computer science, or a related field
Minimum 5 years' experience in contact centre operations and/or IT product/project management
Experience in healthcare operations is a plus
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

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Senior Manager, Group Contact Centre

About the role

What you'll do

Requirements

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