Programme Support Executive (Contract)

Responsibilities: Customer Care & Operational Support Support customer care operations by maintaining and updating FAQs and knowledge resources for the call centre to ensure a consistent user experience across Healthy 365 app releases. Respond to, monitor, and follow up on customer enquiries in accordance with established Standard Operating Procedures (SOPs). Analyse customer feedback and recurring issues to identify trends, recommend improvements, and support issue resolution. Work closely with internal stakeholders to improve operational processes and enhance customer satisfaction. Product Development & Quality Assurance Support the development and enhancement of Healthy 365 digital programmes by coordinating feature testing and validating system functionality. Review and support User Acceptance Testing (UAT), perform post-release sanity checks, and ensure application features meet business and quality requirements. Provide basic technical support and troubleshooting by understanding programme workflows and application functionality. Work closely with development teams to resolve issues identified during testing and implementation. Operations Configuration Perform application configuration activities, including content and banner configuration, ensuring updates are accurately reflected within the Healthy 365 platform. Verify configuration changes prior to deployment and support operational readiness for application releases. Monitoring, Evaluation & Data Analysis Coordinate the administration and reporting of monthly and quarterly customer satisfaction surveys. Monitor participant engagement and programme performance by maintaining accurate operational records and dashboards. Perform data cleansing, reconciliation, and analysis using Microsoft Excel to support reporting and programme evaluation. Consolidate findings into meaningful reports and provide insights to support programme enhancements and decision-making. Support participant interviews, surveys, and feedback collection activities, including coordinating suitable participants for media profiling where required. Documentation & Process Improvement Develop, maintain, and continuously improve SOPs, user guides, workflow documentation, feature documentation, and operational processes. Identify opportunities to streamline workflows, improve operational efficiency, and strengthen service delivery through process improvements. Ensure documentation remains current, accurate, and aligned with evolving business processes. Secretariat & Stakeholder Coordination Provide secretariat support for project meetings by coordinating schedules, agendas, meeting logistics, minute-taking, and follow-up on action items. Liaise with internal teams, external stakeholders, and vendors to ensure timely communication, documentation, and project coordination. Requirements: Diploma or Degree in Business Administration, Information Technology, Project Management, or a related discipline. 1–2 years of relevant experience in project support, PMO administration, digital operations, customer operations, User Acceptance Testing (UAT), or business operations. Experience supporting digital products, application enhancements, or customer-facing digital platforms will be an advantage. Proficient in Microsoft Office applications, particularly Microsoft Excel (Pivot Tables, Lookup Functions, data reconciliation, reporting, and basic formulas). Strong analytical skills with the ability to interpret operational data, customer feedback, and programme performance metrics. Excellent organisational and coordination skills, with the ability to manage multiple priorities in a fast-paced environment. Experience coordinating meetings, preparing agendas, taking meeting minutes, and tracking action items. High attention to detail, particularly in data management, documentation, testing, and operational processes. Strong communication and interpersonal skills, with the ability to work effectively with cross-functional teams and external stakeholders. Able to work independently while contributing effectively within a collaborative team environment. Experience in SOP development, process improvement, digital operations, or Agile project environments will be an added advantage. EA Personnel Name: Jackie Ng EA Personnel No: R22109024 EA License No: 95C5411