Manager/Senior Manager, Technology Platform - Contact Centre Operations, ASD

About the Organisation

MOH Holdings is the holding company behind Singapore’s public healthcare institutions. The organisation focuses on contributing to public healthcare and supports employees through professional growth opportunities and leadership development. Its Agency Services Division manages healthcare schemes with MOH and also assists in assessing applications and appeals for other government schemes, while ensuring systems are aligned with policy updates.

The team culture is guided by four shared values: taking practical action for the future, starting with what can be done now, seeing work through to completion, and supporting one another as a team.

Role Summary

This position calls for a technically strong and service-minded Manager or Senior Manager to steer the evolution, administration, and day-to-day functioning of a public Contact Centre serving national healthcare schemes and services. The role centres on the procurement, rollout, governance, and ongoing improvement of Contact Centre technology platforms, including CCaaS solutions with AI-enabled features. It also covers backend operational processes and the delivery of high-quality public enquiry services across multiple communication channels.

The job sits at the intersection of technology leadership, service operations, stakeholder coordination, and governance, ensuring the Contact Centre remains scalable, responsive, and citizen-focused as business, policy, and technology needs change.

Technology Strategy and Transformation

• Guide the Contact Centre through the review, testing, and adoption of new technologies such as AI-driven and agentic AI tools, advanced contact centre platforms, omnichannel digital engagement solutions, and workflow automation.
• Introduce initiatives that improve efficiency, strengthen resilience, and raise service experience across both assisted and self-service journeys.
• Lead experimentation, piloting, and scaling of modern customer experience tools such as conversational AI, virtual assistants, AI-supported knowledge tools, predictive analytics, and automated workflow orchestration.
• Work with business, policy, and technology partners to ensure solutions meet service goals, governance expectations, operational needs, and user requirements.
• Drive the sourcing, implementation, onboarding, and operational launch of Contact Centre platforms and related capabilities.
• Evaluate and recommend appropriate engagement channels, including voice, chatbots, WhatsApp, web chat, and other citizen-facing platforms, to improve accessibility and experience.
• Keep up to date with industry developments, including agentic AI, conversational AI, automation tools, omnichannel engagement models, and changing business approaches in public enquiry management.

Platform Ownership and Product Management

• Create and sustain a long-term roadmap for Contact Centre platform features and system improvements that support changing operational and service needs.
• Own the vision for the platform and product suite, including AI-powered services, workflow enhancements, and digital self-service solutions that improve efficiency and service delivery.
• Oversee platform health and performance, including availability, incident resolution, problem management, recovery actions, enhancement prioritisation, and deployment of new integrations or features to maintain reliability and scalability.
• Collaborate with the Tech Office, vendors, and technology partners to manage enhancements, fixes, integrations, and support activities.
• Ensure proper governance, compliance requirements, including the Model AI Governance Framework for Agentic AI, and operational controls are applied to Contact Centre technologies and digital engagement tools.

Workflow and Service Operations

• Examine, redesign, and improve operational workflows for application handling, appeals processing, and public enquiry management so they stay effective as needs evolve.
• Help connect backend workflows with front-end engagement channels and self-service tools to deliver a smooth, consistent experience across touchpoints.
• Track service performance, identify service shortfalls, and drive improvement work to raise productivity, turnaround time, service quality, and citizen experience.
• Support incident handling, business continuity planning, and operational preparedness for Contact Centre functions.
• Promote data-led service transformation by using customer feedback, operational reporting, and automation opportunities to improve response times, first-contact resolution, accessibility, and satisfaction.
• Set up controls for responsible AI adoption, including human oversight, compliance, and quality assurance for service delivery.

Stakeholder and Vendor Coordination

• Partner with policy owners, operations teams, IT teams, vendors, and other stakeholders to align business needs with technology and operational capabilities.
• Lead discussions to convert operational requirements into system, workflow, and technology specifications.
• Manage vendor performance, delivery standards, and contractual commitments related to Contact Centre operations and technology platforms.

Team Leadership and Capability Building

• Lead the internal Contact Centre management team in overseeing daily operations and platform governance.
• Drive ongoing improvement efforts to modernise Contact Centre operations, improve productivity, and strengthen service delivery while balancing automation with human empathy and oversight.
• Encourage an innovative, improvement-oriented, citizen-first service culture.
• Develop team capabilities in Contact Centre technologies, AI-enabled operations, workflow optimisation, and digital service delivery.

Additional Information

Other duties may be assigned as needed.

Requirements

The ideal candidate should hold a degree in Business, Information Systems, Public Policy, Computer Science, Engineering, or a related field.

Applicants should bring at least 8 years of 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 is expected. Exposure to CRM, workflow, or case management platforms such as Salesforce Service Cloud or Appian is also beneficial, as is experience managing outsourced Contact Centre vendors and operations.

Strong candidates will demonstrate analytical thinking, sound judgment, curiosity to learn and apply new skills, effective communication and influencing ability, and the capacity to align multiple stakeholders around a shared goal. They should be able to balance long-term planning with operational delivery, manage multiple priorities effectively, and adapt smoothly to changing operating environments and role expectations.

Experience in healthcare or in operationalising healthcare policy will be an advantage, as will prior work in government agencies or GovTech and implementation experience on Government Commercial Cloud environments such as GCC or GCC+. Background in AI and automation, including intelligent automation frameworks, chatbot design, and AI governance frameworks such as the Model AI Governance Framework for Agentic AI, will also be considered beneficial.

Benefits and Culture

The organisation emphasises professional development, leadership growth, teamwork, continuous improvement, and a citizen-centric approach to service delivery.