AI-Driven Digital Lead, Group Contact Centre

National University Health System; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

National University Health System in Singapore is seeking a Senior/Manager for the Group Contact Centre to lead the digital system's vision and lifecycle, delivering enhancements that support operational excellence and personalised patient care.

You will partner with business users, IT partners and vendors to shape the roadmap, manage the backlog, and drive improvements through data-driven decisions and Agile practices.

Qualifications

• 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.

Responsibilities

• Develop the digital strategy and roadmap aligned with NUHS vision.
• Manage the product backlog and coordinate with vendors and IT partners.
• Gather user feedback and lead enhancement requests from ideation to implementation.
• Monitor system performance and conduct health checks; close gaps with vendors and users.
• Manage SLAs, contracts, and onboarding of other NUHS departments onto the digital system.
• Lead training and coaching for the digital system and onboarding for new joiners.

Skills

Agile development

Data-driven decisions

Analytical thinking

Communication skills

Healthcare operations

Product management

Education

Bachelor's degree in business, computer science, or a related field

Job description

National University Health System in Singapore is seeking a Senior/Manager for the Group Contact Centre to lead the digital system's vision and lifecycle, delivering enhancements that support operational excellence and personalised patient care.

You will partner with business users, IT partners and vendors to shape the roadmap, manage the backlog, and drive improvements through data-driven decisions and Agile practices.