Senior Manager, AI-Driven Contact Centre Platform

MOH Holdings (Singapore); Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

MOH Holdings (Singapore) seeks a technically inclined Manager/Senior Manager to lead transformation, management and operations of their public-facing Contact Centre for national healthcare schemes. Focus areas include CCaaS, AI-enabled capabilities, and backend workflows across multiple channels to ensure citizen-centric service delivery.

The role emphasizes technology leadership, governance, and operational excellence, with collaboration across policy, operations, IT, and external vendors to

Qualifications

• Strong analytical and critical thinking abilities.
• Excellent communication and influencing skills.
• Experience in stakeholder management and governance.

Responsibilities

• Lead contact centre operations through exploration and implementation of AI-powered solutions and omnichannel tools.
• Oversee evaluation, piloting and scaling of AI-enabled and conversational technologies for enhanced citizen experience.
• Collaborate with policy, business and IT stakeholders to align requirements with governance and service objectives.

Skills

Analytical thinking

Critical thinking

Communication

Influencing skills

Stakeholder management

Education

Degree in Business, Information Systems, Public Policy, Computer Science, Engineering or related discipline

Tools

Salesforce Service Cloud

Appian

Job description

MOH Holdings (Singapore) seeks a technically inclined Manager/Senior Manager to lead transformation, management and operations of their public-facing Contact Centre for national healthcare schemes. Focus areas include CCaaS, AI-enabled capabilities, and backend workflows across multiple channels to ensure citizen-centric service delivery.

The role emphasizes technology leadership, governance, and operational excellence, with collaboration across policy, operations, IT, and external vendors to