ORGANISATION / DIVISION INFORMATION
As the holding company of Singapore’s public healthcare institutions, we are always looking for qualified, passionate individuals who are keen to make a valuable contribution to public healthcare.
At MOH Holdings, we believe our employees are our greatest asset and we are dedicated in helping them achieve their full potential through professional development and by providing an environment to develop their leadership skills and competencies.
The Agency Services Division administers healthcare schemes with MOH and supports evaluation of other government schemes' applications and appeals, including aligning relevant systems to policy changes.
Join us and be part of a team - a uniquely MOHH spirit that propels us forward through every circumstance we face.
Acting Tomorrow For Today: We work pragmatically with the realities of the present, with a mindset that is geared to the needs of the future.
Starting Where You Can: We take a can-do approach to problem-solving, even if it means starting small, because every contribution counts.
Leaving No Job Undone: We take pride in seeing things through. Our high standards means it’s not just about getting the job done, but getting it done well.
Moving Together as One: Care for all starts within, with us as an organisation. We look out for one another, leaving no on behind as we grow.
SUMMARY OF THE ROLE
We are seeking a technically inclined and service-oriented Manager/Senior Manager to lead the transformation, management, and operations of our public-facing Contact Centre supporting national healthcare schemes and services.
The role will primarily drive the procurement, implementation, management, and continuous enhancement of Contact Centre technology platforms, including CCaaS (Contact Centre as a Service) solution with AI-enabled capabilities. The incumbent will also oversee backend operational workflows and support the delivery of quality public enquiry management services across multiple channels.
This role requires a balance of technology leadership, service delivery, stakeholder management, and operational governance to ensure the Contact Centre operations remains responsive, scalable, and citizen-centric as operations, technology and policy needs evolve.
Job Responsibilities
Contact Centre Technology Strategy & Transformation
- Lead the contact centre operations through the exploration, evaluation and implementation of emerging technologies, including AI-powered and Agentic AI solutions, intelligent contact centre platforms, omnichannel digital engagement tools and workflow automation capabilities.
- Drive innovative initiatives that enhance operational efficiency, strengthen service resilience and improve citizen experience outcomes across assisted and self-service channels.
- Oversee the assessment, piloting and scaling of next-generation customer experience technologies such as conversational AI, virtual agents, AI-assisted knowledge management, predictive analytics and autonomous workflow orchestration.
- Partner with business, policy and technology stakeholders to ensure solution is aligned with service objectives, governance requirements, operational priorities and user needs.
- Lead the procurement, implementation, onboarding, and operationalisation of Contact Centre platform and related capabilities.
- Assess, evaluate and recommend suitable digital engagement channels such as voice, chatbot, WhatsApp, web chat, and other citizen engagement platforms to enhance accessibility and citizen experience.
- Stay abreast of market trends, emerging technologies (e.g. agentic AI, conversational AI, automation platforms, omnichannel engagement solutions), and evolving business models related to public enquiry management and service delivery.
Platform Management & Product Ownership
- Develop and maintain a strategic roadmap for Contact Centre platform capabilities and system enhancements to support evolving operational and citizen service needs.
- Own the product and platform vision for Contact Centre capabilities, including AI-enabled services, workflow enhancements, and digital self-service initiatives to enhance service delivery and operational efficiency.
- Maintain oversight of platform operations and performance, including system availability, incident and problem management, service recovery, enhancement requests and priority, and implementation of new features, integrations or add-ons to ensure service reliability, scalability and continuous improvement.
- Work closely with Tech Office, vendors and technology partners to manage system enhancements, corrective fixes, integrations, and operational support.
- Ensure governance, compliance e.g., Model AI Governance Framework for Agentic AI, and operational controls are in place for Contact Centre technologies and digital engagement platforms.
Workflow & Service Operations Management
- Review, design, and optimise operational workflows supporting application processing, appeals handling, and public enquiry management to ensure processes remain fit-for-purpose as business needs evolve.
- Support the integration of backend operational workflows with frontend public engagement channels and self-service capabilities to enable seamless and consistent service delivery across channels.
- Monitor operational performance, identify service gaps, and drive continuous improvement initiatives to enhance service delivery outcomes (e.g., productivity, turnaround time, service quality, citizen experience).
- Support incident management, business continuity planning, and operational readiness activities for Contact Centre operations.
- Champion data-driven service transformation by leveraging customer insights, operational analytics and automation opportunities to improve response time, first-contact resolution, service accessibility and citizen satisfaction.
- Establish risk controls for responsible AI adoption, including human-in-the loop oversight, compliance, and service quality assurance.
Stakeholder & Vendor Management
- Work closely with policy owners, operations teams, IT partners, vendors, and stakeholders to align business requirements with technology and operational capabilities.
- Facilitate business discussions and translate operational needs into technology, system and workflow requirements.
- Manage vendor performance, service delivery standards, and contractual obligations relating to Contact Centre operations and technology platforms.
Team Leadership and Capability Development
- Lead and guide the internal Contact Centre management team in overseeing day-to-day operations and platform governance.
- Drive continuous improvement initiatives to modernise contact centre operations, optimise productivity and enhance service delivery capabilities while maintaining a strong balance between automation, operational oversight and empathetic human engagement.
- Foster a culture of innovation, continuous improvement, and citizen-centric service delivery.
- Build team capabilities in Contact Centre technologies, AI-enabled operations, workflow optimisation, and digital service delivery.
Any other duties as required.
Job Requirements
Educational Requirements
- Degree in Business, Information Systems, Public Policy, Computer Science, Engineering or related discipline.
Key Qualities
- Thinking Clearly & Making Sound Judgements: Strong analytical and critical thinking abilities; able to make practical trade-offs.
- Learning & Putting Skills into Action: Drive and curiosity to learn and apply new skills and ways of working.
- Working Effectively with Stakeholders: Strong communication and influencing skills; ability to mobilise and rally partners and stakeholders towards a collective purpose.
- Ability to balance strategic planning with operational execution, multi-tasking effectively and delivering results within timelines.
- Agility to adapt to new operating environment and role changes.
Years of Experience Required
- At least 8 year’s relevant experience in Contact Centre operations, service delivery, customer experience management, or technology-enabled operations.
- Experience with AI-enabled Contact Centre solutions, conversational AI, voice bots, or omnichannel engagement platforms.
- Exposure to CRM, workflow or case management platforms such as Salesforce Service Cloud or Appian etc.
- Experience in managing outsourced Contact Centre vendors and operations.
Candidates with the following will have an advantage
- Prior experience in the healthcare or in operationalising healthcare policy.
- Prior experience working within government agencies, or GovTech, and implementing solutions on Government Commercial Cloud (GCC / GCC+).
- Experience in AI & automation (e.g., intelligent automation frameworks, chatbot design), AI governance frameworks e.g., Model AI Governance Framework for Agentic AI.
