Responsibilities:
Customer Care & Operational Support
- Support customer care operations by maintaining and updating FAQs and knowledge resources for the call centre to ensure a consistent user experience across Healthy 365 app releases.
- Respond to, monitor, and follow up on customer enquiries in accordance with established Standard Operating Procedures (SOPs).
- Analyse customer feedback and recurring issues to identify trends, recommend improvements, and support issue resolution.
- Work closely with internal stakeholders to improve operational processes and enhance customer satisfaction.
Product Development & Quality Assurance
- Support the development and enhancement of Healthy 365 digital programmes by coordinating feature testing and validating system functionality.
- Review and support User Acceptance Testing (UAT), perform post-release sanity checks, and ensure application features meet business and quality requirements.
- Provide basic technical support and troubleshooting by understanding programme workflows and application functionality.
- Work closely with development teams to resolve issues identified during testing and implementation.
Operations Configuration
- Perform application configuration activities, including content and banner configuration, ensuring updates are accurately reflected within the Healthy 365 platform.
- Verify configuration changes prior to deployment and support operational readiness for application releases.
Monitoring, Evaluation & Data Analysis
- Coordinate the administration and reporting of monthly and quarterly customer satisfaction surveys.
- Monitor participant engagement and programme performance by maintaining accurate operational records and dashboards.
- Perform data cleansing, reconciliation, and analysis using Microsoft Excel to support reporting and programme evaluation.
- Consolidate findings into meaningful reports and provide insights to support programme enhancements and decision-making.
- Support participant interviews, surveys, and feedback collection activities, including coordinating suitable participants for media profiling where required.
Documentation & Process Improvement
- Develop, maintain, and continuously improve SOPs, user guides, workflow documentation, feature documentation, and operational processes.
- Identify opportunities to streamline workflows, improve operational efficiency, and strengthen service delivery through process improvements.
- Ensure documentation remains current, accurate, and aligned with evolving business processes.
Secretariat & Stakeholder Coordination
- Provide secretariat support for project meetings by coordinating schedules, agendas, meeting logistics, minute-taking, and follow-up on action items.
- Liaise with internal teams, external stakeholders, and vendors to ensure timely communication, documentation, and project coordination.
Requirements:
- Diploma or Degree in Business Administration, Information Technology, Project Management, or a related discipline.
- 1-2 years of relevant experience in project support, PMO administration, digital operations, customer operations, User Acceptance Testing (UAT), or business operations.
- Experience supporting digital products, application enhancements, or customer-facing digital platforms will be an advantage.
- Proficient in Microsoft Office applications, particularly Microsoft Excel (Pivot Tables, Lookup Functions, data reconciliation, reporting, and basic formulas).
- Strong analytical skills with the ability to interpret operational data, customer feedback, and programme performance metrics.
- Excellent organisational and coordination skills, with the ability to manage multiple priorities in a fast-paced environment.
- Experience coordinating meetings, preparing agendas, taking meeting minutes, and tracking action items.
- High attention to detail, particularly in data management, documentation, testing, and operational processes.
- Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams and external stakeholders.
- Able to work independently while contributing effectively within a collaborative team environment.
- Experience in SOP development, process improvement, digital operations, or Agile project environments will be an added advantage.
EA Personnel Name: Jackie Ng
EA Personnel No: R22109024
EA License No: 95C5411
