Senior Executive/Assistant Manager, Contact Centre Operations - Positive Work Culture

MOH Holdings is the holding company of Singapore’s public healthcare clusters and key corporate entities. Our purpose is to serve all of Singapore, ensuring that everyone has access to value-based healthcare. As stewards of the public healthcare ecosystem, we optimise resources to deliver high quality, patient-centric healthcare.

The Agency Services Division (ASD) administers healthcare schemes with MOH and supports evaluation of other government schemes' applications and appeals, including aligning relevant systems to policy changes.

The Senior Executive/Assistant Manager will be a member of Agency Services Division. He/she is responsible to assist the Team Leader in overseeing the operations of the contact centre and special projects operations, particularly in managing outsourced vendor in providing contact centre services, handling public enquiries received via email, and implementing process improvements. The ideal candidate will possess strong vendor management skills, project management knowledge, and team leadership capabilities to ensure the effective delivery of services and the continuous improvement of operations.

• Operations
  • Lead and guide the team in providing timely and accurate responses to incoming public enquiries received at [email protected]. Monitor the quality of responses and provide guidance to team members to maintain high standards of customer service.
  • Develop and implement process flows, formulate Frequently Asked Questions (FAQs) for the contact centre to adequately address public queries at various contact points (e.g., websites, hotlines, and email address), through coordination with various stakeholders (e.g., MOH, AIC).
  • Systematically manage knowledge materials through the creation/maintenance of a database for schemes under the division's purview (e.g., Master FAQs, knowledge base).
  • Supervise the planning and execution of the analysis of contact centre and email metrics, call drivers, to identify issues and opportunities to improve service delivery and enhance customer experience.
  • Conduct product training sessions to ensure accurate and effective flow of scheme information from the front to the back end. This includes preparation of training materials and conducting assessments (e.g., mystery calls, quizzes) to monitor the effectiveness of training. 
  • Conduct soft-skill training for internal staff and uphold the division's service quality framework and recognition program.
• Vendor Management
  • Collaborate with the Team Leader to oversee the performance and ensure efficient daily operations and drive initiatives (e.g., handling escalated cases, feedback investigations) of the vendor.
  • Establish and maintain strong working relationships with the vendor to ensure service level agreements (SLAs) are met. Take proactive measures in addressing issues and improving performance as needed.
  • Partner with the vendor to explore new platforms for enhanced customer service delivery (e.g., knowledge management system, artificial intelligence, virtual assistance chatbot, use of WhatsApp) for more cost-effective customer services.
• Project Management
  • Run Request for Proposals (RFP) to procure services and work with internal stakeholders such as legal, procurement, and finance to meet the procurement requirements and necessary approval papers.
  • Support the Team Leader in managing a portfolio of projects undertaken by the internal team.
  • Coordinate project timelines, resources, and deliverables to ensure successful project completion.
  • Track project progress, identify potential risks, and implement mitigation strategies to ensure project objectives are achieved.
  • Conduct post-project monitoring and collect data to identify areas for improvement.
• Team Leadership and Guidance
  • Assist the Team Leader in providing leadership and guidance to team members to maximize their potential.
  • Foster a positive and collaborative team environment, promoting open communication and continuous learning.
  • Lead by example, demonstrating professionalism, integrity, and a commitment to excellence in all aspects of work.
• Collaboration and Communication
  • Work closely with cross-functional teams, including members of the public, healthcare service providers, and internal stakeholders.
  • Establish collaboration with both internal and external stakeholders in the development of operational workflows for efficient case resolution and follow-up support.
• Ad-Hoc Assignments
  • Manage secretariat duties for divisional and external meetings, ensuring efficient communication and documentation of key decisions.
  • Handle ad-hoc assignments and other responsibilities as needed.

Educational Requirements: 

• Bachelor's degree in any field. Additional qualifications in contact centre operations, customer experience management, and service delivery will be advantageous.

State other requirements/qualities such as personality traits, interests or skills required for the job: 

• Demonstrated leadership in managing staff and project initiatives.
• Proven ability to work effectively in a team-based environment, fostering collaboration and open communication.
• Excellent written and verbal communication skills, with the ability to articulate ideas clearly and concisely. Familiarity with public enquiry management processes is highly desirable.
• Strong problem-solving skills to address issues related to front-to-back-end processing that may impact customer experience.
• Demonstrated ability to work independently while managing multiple tasks and priorities simultaneously.
• Highly motivated and detail-oriented individual with a passion for optimizing overall efficiency and implementing innovative solutions.

Years of Experience: 

• At least 5 years of proven track record in contact centre related work.

Candidates with relevant working experience, familiar with healthcare schemes within public healthcare sector would be advantageous.