Senior Manager, Group Contact Centre

Senior/Manager, Group Contact Centre

Overview

This role helps drive the vision and lifecycle of the Group Contact Centre's digital system, delivering enhancements that support operational excellence and personalised patient care. The role manages and maintains the digital system while partnering closely with business users, IT partners & vendors to identify and deliver improvements by leveraging technology and innovation.

The ideal candidate is customer-centric, understands contact centre operations & functions, and brings solid IT/product knowledge along with strong analytical, organisational, and communication skills.

Key Responsibilities

Digital strategy and roadmap

• Act as domain expert for the digital system, developing strategies and a roadmap aligned with the endorsed FY30 outcome: A smart and digitally-enabled NUHS Assistance Centre, leveraging generative AI to improve user experience.
• Ensure the digital roadmap, annual work plans, and budget submissions align with this outcome.
• Manage the product roadmap and backlogs, ensuring vendors and IT partners deliver on time.
• Gather user feedback and lead enhancement/change requests from ideation through implementation.

System performance and continuous improvement

• Use data to identify operational gaps and recommend resolutions.
• Conduct daily health checks to ensure the system meets performance standards.
• Work with vendors, IT partners, and users to close identified gaps.
• Run a six-monthly user access review to keep access lists current and remove unnecessary permissions.

Vendor & contract management

• Track SLAs and ensure they are consistently met.
• Keep contracts and addendums current.
• Lead & manage onboarding of other NUHS departments onto the digital system and maintain oversight of their requirements.

Training and enablement

• Lead the training and coaching required for the digital system.
• Deliver digital system training for new joiners in the department.
• Keep training materials and programmes current, relevant, and aligned with learning and operational needs.

Requirements

• Bachelor's degree in business, computer science, or a related field
• Minimum 5 years experience in contact centre operations and/or IT product/project management
• Experience in healthcare operations is a plus
• Strong analytical and problem-solving skills, with a data-driven approach to decisions
• Track record of managing, launching, or scaling digital products
• Experience with Agile development methodologies
• Strong written and verbal communication skills
• Passion for healthcare and/or customer service