Senior / Executive (Service Delivery and Operations)

Overview

Manage public enquiry operations, vendor performance, and service improvement projects.

Key Responsibilities

• vendor management
• platform implementation
• knowledge base
• data analysis
• process automation
• project coordination

Tasks

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. As an Executive/Senior Executive in the Agency Services Division (ASD), you will be responsible for supporting service operations, including managing written communications and overseeing the performance of an outsourced contact centre vendor. You will play a key role in ensuring that communications are effective and aligned with service standards. In addition, you will lead and contribute to projects that enhance service delivery, leverage digital tools to improve operational efficiency, and scan market trends to identify innovative solutions. The role requires strong project management capabilities, a proactive problem-solving mindset, and the ability to work with internal and external stakeholders to drive continuous improvement in customer experience and operational workflows. -Work closely with internal and external stakeholders to align service standards and operational workflows. -Conduct training sessions to ensure accurate and effective flow of relevant information across different stakeholders. This includes preparation of training materials and conducting assessments (e.g. mystery shopping, audits) to measure communication effectiveness and service quality. -Handle ad-hoc assignments and other responsibilities as needed. -Support in Request for Proposals (RFP) process to procure services and work with internal stakeholders such as legal, procurement, and finance to meet the procurement requirements -Partner with the vendor to implement new platforms for enhanced customer service delivery (e.g. smart knowledge management system, artificial intelligence). -Collaborate with the Team Leader to oversee the performance of outsourced vendor, ensuring efficient daily operations (e.g. handling of escalated cases, feedback investigations) and alignment with service level agreements (SLAs) and MOHH standards -Develop and maintain knowledge materials (e.g. Frequently Asked Questions (FAQs), chatbot scripts, knowledge database) through coordination with various stakeholders (e.g. MOH, AIC), to ensure consistent and effective communication across service channels. -Manage secretariat duties for team, divisional and external meetings, ensuring efficient communication and documentation of key decisions. -Explore and pilot new improvement plans (e.g. platforms, technologies, processes) to automate workflows, improve response times and enhance team productivity and citizen satisfaction. -Identify and perform simple analysis of various service and enquiry trends, such as through the use of digital tools and dashboards, to highlight issues and opportunities to improve service delivery and enhance customer experience. -Collaborate with different stakeholders to refine operational workflows and enhance citizen experience through data-informed insights. -Stay abreast of market trends, emerging technologies and business models, related to public enquiry management and service delivery. -Establish effective communication channels to support case resolution and service enhancements. -Support project planning and coordination to enhance service delivery and improve workflows -Support and coordinate service improvement projects including those involving digital transformation and process redesign. -Be part of a team that supports the management of public enquiries received via various communication channels with clarity, accuracy and professionalism.

Requirements

• bachelor's
• ai
• dashboard
• problem-solving
• communication
• teamwork

What You Bring

Starting Where You Can: We take a can-do approach to problem-solving, even if it means starting small, because every contribution counts. -Demonstrated ability to work independently while managing multiple tasks and priorities simultaneously in a dynamic environment . -Highly motivated and detail-oriented individual with a passion for optimizing efficiency and implementing innovative solutions -Bachelor's degree in any field. Experience in public communications, customer experience management, and service delivery will be advantageous. -Excellent written and verbal communication skills, with the ability to articulate ideas clearly and concisely. Familiarity with public enquiry management processes is highly desirable. -Strong problem-solving skills, especially in identifying and resolving issues that impact service delivery, operational workflows or customer experience. -Proven ability to work effectively in a team-based environment, fostering collaboration and open communication. -Comfortable using digital tools (e.g. AI, dashboard) to enhance individual and team productivity, analyse data and support decision making.

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About Moh Holdings (Singapore)

-Directs and aligns public healthcare clusters like NUHS, NHG Health and SingHealth under national-level strategy. -Spearheaded a national HealthTech infrastructure through its subsidiary Synapxe (formerly IHiS). -Manages sector-wide initiatives—common doctor employment, central finance services, talent pipelines and board support. -Owns subsidiaries spanning insurance (Health & Medical Practice Insurance), clinical research (CCRI/SCRI), integrated care (AIC), eldercare (Vanguard), finance (1FSS), and transformation unit.

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