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Delivery Manager Customer Experience Platforms (CRM, Customer Contact platform, GenAI)

income insurance limited
10-12 Years
Singapore
  • Posted a day ago
  • Be among the first 10 applicants

Job Description

Job Description

Key Responsibilities:

Technology Delivery & Solution Ownership:

  • Own the end-to-end design and delivery of solutions across CRM (e.g., Dynamics, Salesforce), customer engagement platforms, marketing tools, and contact center technologies.
  • Lead cross-functional engineering teams and oversee delivery across all stages — from discovery and architecture to deployment and optimization.
  • Translate business requirements into scalable, integrated technical solutions with a strong focus on performance, data integrity, and maintainability.

Contact Centre Technology Leader:

  • Deliver omnichannel contact center capabilities including voice, chat, IVR, and digital touchpoints.
  • Drive modernization through AI-based features such as agent assist, sentiment detection, and self-service automation (as applicable).
  • Ensure seamless integration between contact center systems, CRM, and knowledge bases.

Customer Communication Technology Leader:

  • Lead the development of customer communication strategies across multiple channels (email, SMS, letters, etc.) to ensure consistency, personalization, and a high-quality customer experience.
  • Work closely with stakeholders in marketing, customer service, and product teams to align communication strategies with company goals.
  • Design the strategy for letter/document generation and maintenance lifecycle.

Engineering Team Leadership:

  • Lead, grow, and mentor a team of developers, architects, and DevOps engineers — in-house and partner-based.
  • Enforce modern software development practices (CI/CD, test automation, observability, cloud-native design).

Cross-Platform Integration & Data Flow:

  • Manage data flow and orchestration across customer-facing systems, ensuring unified customer views and real-time insights.
  • Work closely with data, analytics, and compliance teams to ensure alignment with privacy and governance policies.

GenAI (Supportive Scope):

  • Explore and pilot GenAI use cases to support customer service (e.g., call summarization, knowledge retrieval), content generation for marketing, and automation of repetitive tasks.
  • Partner with enterprise AI and innovation teams to integrate approved GenAI capabilities into existing platforms where it enhances experience and productivity.

Technology Delivery & Project Management:

  • Manage and oversee the delivery of customer communication technology projects from inception to implementation.
  • Ensure the successful integration of communication platforms with CRM systems, billing systems, and other relevant internal tools.
  • Create project timelines, milestones, and budgets, and manage resources efficiently to meet deadlines and quality standards.

Platform Management and Optimization:

  • Oversee the configuration, management, and optimization of communication platforms and tools.
  • Monitor system performance and user experience to identify opportunities for improvement and efficiency gains.
  • Lead efforts to automate communication workflows and processes, improving speed and accuracy while maintaining a high level of customer satisfaction.

Compliance and Regulatory Management:

  • Ensure all customer communication adheres to legal and regulatory requirements, including data privacy and security standards (e.g., PDPA, MAS, etc.).
  • Implement protocols and procedures to regularly audit and review customer communications to maintain compliance.

Required Experience & Qualifications:

  • Bachelor's or Master's degree in Computer Science, Engineering, or related field.
  • 10+ years of experience in technology delivery with strong architectural, engineering, and platform leadership experience.
  • Proven experience with CRM platforms (Microsoft Dynamics, Salesforce), marketing automation tools, and enterprise integration.
  • Strong background in contact center technologies and their integration into broader customer ecosystems.
  • Experience managing large-scale cross-functional technology programs with full accountability.
  • Excellent understanding of cloud infrastructure (Azure, AWS), API management, and security principles.

Preferred Qualifications:

  • Exposure to customer data platforms (CDPs), journey orchestration tools, and identity resolution frameworks.
  • Experience with GenAI tools and frameworks (e.g., OpenAI, Azure OpenAI, Claude, etc.) in applied business contexts.
  • Industry experience in telecom, banking, retail, or digital consumer products.
  • Certifications in relevant platforms (Dynamics, Salesforce, AWS/Azure, Agile/SAFe).
  • Technical Expertise: Strong understanding of communication platforms (email, SMS, letters, etc.), CRM systems, and automation tools. Familiarity with API integrations, content management systems, and related technologies.
  • Project Management: Proven experience in managing large-scale projects, with expertise in Agile or Scrum methodologies.
  • Communication Skills: Excellent written and verbal communication skills with the ability to engage technical and non-technical stakeholders effectively.
  • Problem-Solving: Ability to identify complex issues and deliver innovative solutions that address both customer and business needs.
  • Customer-Centric Focus: Passion for improving the customer experience and delivering value through effective communication.
  • Preferred Skills:
  • Experience with customer communication platforms such as Twilio, Salesforce, and other relevant systems.
  • Knowledge of insurance-specific customer communication needs, such as policy letters and payment notifications.
  • Experience with data privacy regulations and compliance, particularly in the context of customer communications.
  • Experience with customer document platforms such as Pitney Bowes, OpenText, or other relevant systems.

Why Join Us

  • Lead mission-critical customer technology programs with full autonomy and impact.
  • Architect and deliver modern platforms that support both operational excellence and personalized engagement.
  • Work with a talented team and best-in-class technology stack — with the opportunity to innovate responsibly using emerging tech like GenAI.
  • Be part of a transformation journey focused on customer value, intelligent automation, and digital scale.

More Info

Job Type:
Permanent Job
Industry:
Insurance
Function:
Technology Delivery
Employment Type:
Full time

Job ID: 152308337

Last Updated: 14-08-2026 07:58:57 AM
Homejobs in SingaporeDelivery Manager Customer Experience Platforms (CRM, Customer Contact platform, GenAI)

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