Programme Support Executive (Contract) - Part-Time

Responsibilities:

Customer Care & Operational Support

• Support customer care operations by maintaining and updating FAQs and knowledge resources for the call centre to ensure a consistent user experience across Healthy 365 app releases.
• Respond to, monitor, and follow up on customer enquiries in accordance with established Standard Operating Procedures (SOPs).
• Analyse customer feedback and recurring issues to identify trends, recommend improvements, and support issue resolution.
• Work closely with internal stakeholders to improve operational processes and enhance customer satisfaction.

Product Development & Quality Assurance

• Support the development and enhancement of Healthy 365 digital programmes by coordinating feature testing and validating system functionality.
• Review and support User Acceptance Testing (UAT), perform post-release sanity checks, and ensure application features meet business and quality requirements.
• Provide basic technical support and troubleshooting by understanding programme workflows and application functionality.
• Work closely with development teams to resolve issues identified during testing and implementation.

Operations Configuration

• Perform application configuration activities, including content and banner configuration, ensuring updates are accurately reflected within the Healthy 365 platform.
• Verify configuration changes prior to deployment and support operational readiness for application releases.

Monitoring, Evaluation & Data Analysis

• Coordinate the administration and reporting of monthly and quarterly customer satisfaction surveys.
• Monitor participant engagement and programme performance by maintaining accurate operational records and dashboards.
• Perform data cleansing, reconciliation, and analysis using Microsoft Excel to support reporting and programme evaluation.
• Consolidate findings into meaningful reports and provide insights to support programme enhancements and decision-making.
• Support participant interviews, surveys, and feedback collection activities, including coordinating suitable participants for media profiling where required.

Documentation & Process Improvement

• Develop, maintain, and continuously improve SOPs, user guides, workflow documentation, feature documentation, and operational processes.
• Identify opportunities to streamline workflows, improve operational efficiency, and strengthen service delivery through process improvements.
• Ensure documentation remains current, accurate, and aligned with evolving business processes.

Secretariat & Stakeholder Coordination

• Provide secretariat support for project meetings by coordinating schedules, agendas, meeting logistics, minute-taking, and follow-up on action items.
• Liaise with internal teams, external stakeholders, and vendors to ensure timely communication, documentation, and project coordination.

Requirements:

• Diploma or Degree in Business Administration, Information Technology, Project Management, or a related discipline.
• 1–2 years of relevant experience in project support, PMO administration, digital operations, customer operations, User Acceptance Testing (UAT), or business operations.
• Experience supporting digital products, application enhancements, or customer-facing digital platforms will be an advantage.
• Proficient in Microsoft Office applications, particularly Microsoft Excel (Pivot Tables, Lookup Functions, data reconciliation, reporting, and basic formulas).
• Strong analytical skills with the ability to interpret operational data, customer feedback, and programme performance metrics.
• Excellent organisational and coordination skills, with the ability to manage multiple priorities in a fast-paced environment.
• Experience coordinating meetings, preparing agendas, taking meeting minutes, and tracking action items.
• High attention to detail, particularly in data management, documentation, testing, and operational processes.
• Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams and external stakeholders.
• Able to work independently while contributing effectively within a collaborative team environment.
• Experience in SOP development, process improvement, digital operations, or Agile project environments will be an added advantage.

EA Personnel Name: Jackie Ng
EA Personnel No: R22109024
EA License No: 95C5411