Assistant Director, Service Centre & Crisis Readiness

Public Service Division (Singapore); Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

Public Service Division (Singapore) invites an Assistant Director / Senior Manager to support the Director in establishing and operationalising the Whole-of-Government Resilience Community for ServiceSG.

You will identify and train Public Service officers for high-volume, fast-paced contact centre operations, drive transformation projects, and ensure seamless citizen service delivery during peacetime and crisis, including vendor management and budget oversight.

Qualifications

• 8+ years in contact centre operations or service delivery transformation.
• 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).

Responsibilities

• Develop manpower contingency plans for crisis response and train public officers for the Resilience Community.
• Establish and maintain partnerships with agency contact centres for an integrated crisis response.
• Design and implement training curriculum.
• Coordinate with agencies to maintain and update the Knowledge Management (KM) system.
• Develop and set up central crisis contact channels such as AI bots, hotlines and livechat channels.
• Manage capacity planning and workforce development for both steady state and crisis operations.
• Lead annual readiness planning activities, including simulation exercises and interoperability checks.
• Operationalise ServiceSG’s contingency plans during crisis.
• Set up monitoring processes and analyse contact centre performance indicators for decision-making.
• Oversee vendor management for outsourced contact centre operations.
• Obtain and manage budget and procurement matters for contact centre transformation initiatives.

Skills

Contact centre operations

AI solutions

Digital transformation

Leadership

Hybrid teams management

Tools

CRM software

AI chatbots

KM systems

Job description

Public Service Division (Singapore) invites an Assistant Director / Senior Manager to support the Director in establishing and operationalising the Whole-of-Government Resilience Community for ServiceSG.

You will identify and train Public Service officers for high-volume, fast-paced contact centre operations, drive transformation projects, and ensure seamless citizen service delivery during peacetime and crisis, including vendor management and budget oversight.