Assistant Director / Senior Manager (Contact Centre Operations & Pla

Public Service Division; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A government agency in Singapore is seeking an Assistant Director / Senior Manager for ServiceSG Contact Centre Planning and Operations. The role includes overseeing the establishment of a Whole-of-Government Resilience Community and managing a high-volume contact centre. Candidates should have a strong background in contact centre operations, proven leadership skills, and experience in implementing AI technology to transform service delivery. The position offers the opportunity to make a meaningful impact on public service in Singapore.

Qualifications

• Minimum 8 years of experience in contact centre operations or service delivery transformation.
• Strong understanding of contact centre technologies.
• Proven track record in managing large-scale transformation projects.

Responsibilities

• Support the establishment and operationalisation of the Whole‑of‑Government (WOG) Resilience Community.
• Drive innovation and transformation projects in service delivery.
• Manage vendor and stakeholder relationships effectively.

Skills

Contact centre operations

AI solutions implementation

Crisis management

Vendor management

Leadership

Job description

What the role is

The operating environment of the Public Service is undergoing fundamental and rapid change. The issues we face are complex and multi‑faceted, which impact the way the Public Service operates and organises itself. To prepare the Public Service for these changes, we have begun the journey towards Public Sector Transformation (PST). As part of the current phase of PST, ServiceSG aims to be on par with globally leading companies in our delivery of public services. A key transformation in the delivery of citizen services is to take a citizen‑centric service journey approach to organising services in an integrated manner via a digital concierge via the LifeSG app, a physical concierge via an expanded network of Service Centres, and a central contact centre. Our aim is to transform the current citizen experience of having to navigate across different public agencies to an experience of the Public Service “knowing, understanding and interacting with me as One.” ServiceSG set up its first central contact centre in Aug 2022, operated by an outsourced partner, with 16 agencies onboard as users. Its wide scope and diverse operations have allowed ServiceSG to respond swiftly to call surges within days. It has built‑in levers to allow swift scale‑up of a hired workforce whenever needed, and is working to expand the pool of manpower it could tap on, by identifying, tagging and training a group of public officers from the service delivery job role, to prepare them for immediate mobilisation to handle calls during a national emergency. By doing these, ServiceSG provides greater capacity and flexibility to manage call centre operations during a crisis, rather than relying on the call centre and/or staff capacity of one lead agency which could be overwhelming.

What you will be working on

As Assistant Director / Senior Manager, ServiceSG Contact Centre Planning and Operations, you play a pivotal role in supporting the Director in the establishment and operationalisation of the Whole‑of‑Government (WOG) Resilience Community. This includes working with agency stakeholders to identify and train Public Service officers to manage high‑volume, fast‑paced contact centre operations, driving innovation and transformation projects, and ensuring the seamless delivery of citizen‑facing services during both peacetime and crisis situations. The role also involves strategic vendor and stakeholder management, surge operations planning, and the implementation of technological solutions to enhance service delivery and productivity. You will set up a WOG Resilience Community, partnering with some of the biggest government contact centres to strengthen Singapore’s readiness for the next emergency.

Reporting to the Director, you will be responsible for implementing ServiceSG’s strategy of developing manpower contingency plans, integration of systems for WOG crisis readiness, while building strong partnerships with agency stakeholders to ensure operational excellence in service delivery during crisis.

Key Areas of Responsibilities

• Contact centre infrastructure set up including Telephony and CRM systems integration across agencies, Knowledge Management system development, capacity planning for crisis operations, performance monitoring and analytics, vendor management for outsourced operations, and budget and procurement management for transformation initiatives.
• Lead AI implementation and digital transformation initiatives for contact centre operations, working with the Director to recommend and design technology strategies that enhance productivity, citizen experience, and operational efficiency across the Whole‑of‑Government contact centre network.
• Develop and execute manpower contingency plans for crisis response, including the identification and training of public officers for the Resilience Community, and establishing strategic partnerships with agency contact centres to create an integrated network for crisis response.
• Design and deploy advanced contact centre capabilities including AI bots, hotlines, livechat channels and crisis contact channels that can scale rapidly during emergencies while maintaining high service standards.
• Lead the annual readiness planning activities, including simulation exercises, systems integration and interoperability checks and operationalising ServiceSG’s contingency plans during crisis.

What we are looking for

• Minimum 8 years of experience in contact centre operations or service delivery transformation, with demonstrated experience in implementing AI solutions.
• Strong understanding of contact centre technologies and digital transformation initiatives.
• Experience in crisis management and contingency planning.
• Proven track record in managing large‑scale transformation projects involving multiple stakeholders.
• Strong leadership skills with experience in managing hybrid teams (both in‑house and outsourced).
• Leader who thrives in a dynamic, start‑up‑like environment and adept at navigating ambiguity, fostering innovation, and solving problems with a focus on action.

Work Experience & Competencies

• Improving and Innovating Continuously: Ability to create safe environments for teams to constructively challenge the status quo in contact centre operations through various means such as ideation and experimentation with AI and digital technologies while managing risks and resources.
• Leadership in Customer Service: Proven track record of leading teams to deliver empathetic and effective customer service, with a knack for understanding and addressing citizen needs.
• Strategic Customer Experience Vision: Visionary approach to transforming service delivery, leveraging new technologies to enhance customer‑centricity and productivity.
• Analytical and Decision‑Making Skills: Exceptional analytical skills, with the ability to make sound judgments in complex situations.
• Stakeholder Management: Strong capabilities in engaging with Public Service agencies to drive service transformation and integration.
• Expertise in Procurement and Vendor Management: Extensive experience in procurement, contract and vendor management.

About Public Service Division

The Public Service Division (PSD) stewards a trusted Singapore Public Service for a successful and vibrant Singapore. Our 4 key roles include:

• Developing a flourishing and diverse workforce by supporting our public officers’ continual growth of skills and creating meaningful careers.
• Developing a forward‑looking and inspiring community of leaders who are united, resilient, and anchored in public service values and ethos.
• Building future‑ready public sector organisations by steering and supporting transformation of our organisations and catalysing innovations for organisations to work more effectively.
• Driving good governance, values and excellence to safeguard the integrity and reputation of the Public Service and uphold the trust of citizens.

Why Join Us When you join PSD, you become part of a community that learns together and cares for one another. We look out for your well‑being and partner you in your career growth. Being in the business of developing People and driving transformation makes our work deeply Purposeful. What you do will impact our public officers and agencies, and in turn make a difference to Singapore and Singaporeans. If you share our passion in reimagining possibilities and pushing boundaries to shape a first‑class Public Service, we welcome you to join us!

People, Our Pride | Service, Our Pledge | Integrity, Our Core | Excellence, Our Quest