Senior Manager / Manager - Contact Centre

Location: Singapore Employment Type: Full-time (in house) Be Part of the Digital Transformation We are looking for an experienced and customer-focused Manager / Senior Manager to drive the digital strategy, product roadmap and continuous improvement of the Group Contact Centre’s digital system. This is an exciting opportunity for someone who combines contact centre operations, digital product management and technology experience, and is passionate about using innovation to enhance the patient experience. You will work closely with business stakeholders, IT teams and technology vendors to deliver solutions that improve operational efficiency and support a more seamless and personalised healthcare experience. Key Responsibilities Drive the digital strategy and product roadmap for the Contact Centre’s digital system, aligned with the organisation’s vision of a smart and digitally enabled assistance centre leveraging Generative AI . Manage product roadmaps, backlogs and enhancement initiatives, ensuring projects are delivered on time and within requirements. Partner with business users, IT teams and vendors to identify operational gaps and translate user needs into digital solutions. Analyse system and operational data to identify improvement opportunities and drive continuous enhancements. Monitor system performance through regular health checks and work with relevant stakeholders to resolve issues and close identified gaps. Manage vendors and contracts, including SLA performance, contracts, addendums and service delivery . Lead the onboarding of other departments onto the digital platform and manage their ongoing requirements. Lead user training, coaching and system enablement for new and existing staff. Keep training materials and programmes updated to meet evolving operational and learning needs. Conduct periodic user access reviews to ensure appropriate system access and governance. Requirements Bachelor’s degree in Business, Computer Science, Information Technology or a related discipline . Minimum 5 years of experience in contact centre operations, digital product management, IT project management or a related field. Proven experience in managing, launching or scaling digital products or platforms . Good understanding of Agile development methodologies and product lifecycle management. Strong analytical and problem-solving skills with a data-driven approach to decision-making. Strong stakeholder management, communication and organisational skills. Comfortable working across business, IT and external vendor teams. Passionate about technology, customer experience and improving healthcare services . Interested applicants, kindly furnish us with your detailed resume in MS Words format and click "Apply Now" button. We regret to inform only shortlisted candidates will be notified. Applicants who do not possess necessary experience or qualification will still be considered on individual merits and may be contacted for other opportunities. JOBSTUDIO PTE LTD EA License No: 10C4754 EA Personnel: Looi Ming Ming EA Personnel Reg No: R1660254