MOH Holdings (Singapore) Hiring! Full Time Manager - Senior Manager (Contact Centre Technology - Service Delivery) in - Ricebowl

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 support 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 support backend operational workflows and contribute to the delivery of quality public enquiry management services across multiple channels.

This role requires a balance of technology competence, service delivery, stakeholder management, and operational discipline 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

• Monitor market trends and emerging technologies, including embedding AI-powered and Agentic AI solutions, conversational AI into the new contact centre platform, omnichannel digital engagement tools and workflow automation capabilities, and exercise independent judgement in evaluating and implementing appropriate tools to enhance public enquiry management and service delivery.
• Drive innovative initiatives that enhance operational efficiency, strengthen service resilience and improve citizen experience outcomes across assisted and self-service channels.
• Assist in 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 solutions are aligned with service objectives, governance requirements, operational priorities and user needs.
• Support 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.

Platform Management & Product Ownership

• Contribute to the development and maintenance of a strategic roadmap for Contact Centre platform capabilities and system enhancements against agreed timelines and priorities to support evolving operational and citizen service needs.
• Support 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.
• Collaborate with Tech Office, vendors and technology partners to coordinate system enhancements, corrective fixes, integrations, and operational support to ensure accurate and timely implementation.
• 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, escalating issues where necessary.

Workflow & Service Operations Management

• Review and contribute to the design, and optimisation of 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.
• Support the establishment of 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

• Guide the internal Contact Centre technology and service delivery 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

Education Requirement(s):

• 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 5 years relevant experience in Contact Centre operations, service delivery, customer experience management, or technology-enabled operations.
• Some exposure to or working knowledge of 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, Appian, or similar tools.
• Some experience supporting or working alongside Contact Centre vendors and operations.

Candidates with the following will have an advantage

• Prior experience in healthcare or in supporting the operationalisation of healthcare policy.
• Prior experience working within government agencies, or GovTech, and familiar with Government Commercial Cloud (GCC / GCC+).
• Exposure to AI & automation (e.g., intelligent automation frameworks, chatbot design) and awareness of AI governance frameworks e.g., Model AI Governance Framework for Agentic AI.

A Sneak Peek into What You Can Expect to Learn:

• Growth Mindset: This role encourages you to broaden your skill set by working on diverse schemes and cross-training in different areas of the business.
• Team Environment: This role enables you to work in an environment that encourages teamwork, open communication, and shared success.
• Impact: Your work in this role will have a direct, positive impact on the community, enhancing the quality of life for many.