Senior Manager, Customer Support (Contract till 30 December 2027)

Job description

[What the role is] Health Promotion Board (HPB) is committed to inspiring a healthier Singapore. As a trusted partner of our citizens, we strive to deliver intuitive and personalised experiences that empower individuals to embrace holistic well-being. To serve Singaporeans, HPB engages its customers via online and offline touchpoints such as outreach through the different settings including workplaces, schools, community, health screening / school health and dental services. HPB also manages a contact centre, corporate website, social media platforms, HPB’s Healthy 365 mobile app, and conduct roadshows in support of specific programmes. As we embark on a transformation journey to enhance our customer experience delivery, we are looking for a contact centre technical specialist responsible for assessing, recommending, and implementing tech solutions, including AI and digital touchpoints to optimise service delivery. The ideal candidate will manage vendor relationships, oversee system enhancements, and lead cross functional teams to improve customer experience and operational efficiency. [What you will be working on] Assessment and Recommendation of Technology to Optimise Service Delivery Assess current contact centre technologies, processes, and workflows to identify areas for improvement and optimisation. Research, evaluate, and recommend strategic technologies, suitable vendors, and solutions to enhance customer self-help capabilities, contact centre efficiency and customer satisfaction. Provide expertise and support on implementation of digital GenAI solutions for self-help optimisation, leveraging on proven, evolving GenAI technologies and solutioning. Vendor Management Collaborate with cross-functional teams, including IT, contact centre vendors and programme teams, to define technology requirements and specifications. Lead the vendor selection process, including preparation of tender specifications, evaluating tender proposals, and conducting vendor interviews. Manage vendor relationships, including vendor performance monitoring, contract management, and production issue resolution. Technology Implementation Drive implementation of digital touchpoints such as WhatsApp and Chatbots to support channel migration initiatives and provide customers with convenient communication channels. Oversee the implementation of selected technologies, ensuring successful deployment, integration, and user adoption in alignment with Risk and Compliance guidelines. Oversee all systems Day 2 enhancements and user acceptance testing. Training Support and Performance Management Provide training and support to contact centre staff on new technologies and processes, ensuring good adoption rate, smooth transition, and ongoing optimisation. Monitor and analyse key performance metrics and conduct user feedback sessions to assess the effectiveness of implemented technologies and identify areas for continuous improvement. Stay updated on emerging trends and advancements in contact centre technology, particularly in the realm of digital, AI solutions and provide suitable recommendations for future enhancements and investments. Assist in developing technology roadmaps and strategic initiatives aligned with business objectives. Support with any other departmental customer support projects where required. [What we are looking for] Minimum Bachelor’s Degree in Business Administration, Information Technology or other equivalent qualifications. Candidates with at least 6 years of relevant working experience will be considered. Minimum 6 years of experience in most or all the following areas: Experience in assessing, recommending, and implementing technologies within a contact centre or operations environment, with a focus on digital AI solutions, self-help optimisation and contact centre efficiency enhancement. Proven track record in providing training and support to staff on tech and processes, ensuring smooth adoption. Experience in monitoring key performance metrics and conducting user feedback sessions. Compile and analyse data from various sources to distil relevant insights and recommendations. Present data to effectively communicate with stakeholders. Project management skills with proven experience in cross-functional collaboration, particularly with internal programme/ product teams and external stakeholders.