Singapore Public Service Hiring For Senior Manager/ Assistant Director, Health Information at Singapore Full Time

Senior Manager/ Assistant Director, Health Information

Singapore Public Service–Singapore

About 1 hour ago, from GovTech Singapore

Health Promotion Board (HPB) aims to increase awareness of the importance of a healthy lifestyle among the general public and encourage fellow Singaporeans to take the first step towards embracing healthy living, every day. The Health Information Department manages the contact centre support requirements for the various HPB programmes and services. This role is to manage the operations of the contact centre.

The job scope includes the following:

• Management of contact centre operations
• Support the implementation of continuous improvement of the contact centre operations in the areas of customer experience, quality management, workforce (vendor’s staff) planning, and agent training
• Work effectively across the organisation with stakeholders and customer support teams to support knowledge transfer of new and existing programmes and services
• Manage the collection and analysis of contact centre metrics to proactively identify issues and opportunities to ensure consistent delivery of customer service
• Support the preparation of the required reports for submission including performance reports, budget planning/utilisation reports, case management, programme support update report etc
• Identify and alert relevant stakeholders on potential escalation issues
• Driving the end-to-end development and procurement for HPB customer support services
• Management of outsourced vendors to ensure delivery of the required customer support services. This also include monitoring of the operational reports and KPI achievements by vendors and ensure that they are meeting SLA
• Support the resource planning with outsourced vendors in alignment with anticipated programme rollouts and scale-ups
• Manage the overall contact centre support during times of sudden demand spikes and ‘crisis’ incidents
• Provide project management and support for designated mailboxes and hotlines of HPB and its programmes/services
• Liaise with internal teams on the contact centre requirements for their programmes/services
• Work with the teams in setting up and enforcing efficient case management processes
• Manage the prompt reporting requirements for the programme/services
• Support the training of internal stakeholders in case processing, for forwarded cases
• Facilitate interactions between internal teams and contact centre vendors for alignment of processes, reports etc
• Plan and monitor budget requirement cum utilisation
• Prepare the required reports for submission including budget planning/utilisation reports, interaction management, programme support update report etc
• Identify and alert relevant stakeholders on potential PR issues
• Plan the transition of HPB’s contact centre services for various programmes from incumbent vendor(s) to new vendor(s)

Requirements

• Relevant qualifications in Business Administration, Communications or other relevant qualifications
• Minimum 5 years of experience in one or more of the following areas:
  • Managing and resolving complex customer issues and feedback
  • Experience in customer service delivery
  • Presenting data to effectively communicate with stakeholders and relevant parties
  • Compile and analyse data from various sources to distil relevant insights and recommendations
• Proven experience in vendor management and/or contact centre operations would be an advantage
• Strategic thinking ability, as well as analytical and problem solving skills;
• Possess a data-driven mindset and has an aptitude for technology;
• Excellent organisational and project management skills
• Excellent interpersonal, networking and influencing skills;
• Strong communications (spoken and written) and presentation skills;
• Team player with ability to multi-task and succeed in a fast-paced matrix environment