Contact Centre Operations Manager (Healthcare/West) - Up To $7400 #Hao

Salary: up to $7400 Working Days & Hours: Mon-Fri Office Hours Location: West Job Description: Digital strategy and roadmap Act as domain expert for the digital system, developing strategies and a roadmap aligned with the endorsed FY30 outcome: "A smart and digitally-enabled Assistance Centre, leveraging generative AI to improve user experience." Ensure the digital roadmap, annual work plans, and budget submissions align with this outcome. Manage the product roadmap and backlogs, ensuring vendors and IT partners deliver on time. Gather user feedback and lead enhancement/change requests from ideation through implementation. System performance and continuous improvement Use data to identify operational gaps and recommend resolutions. Conduct daily health checks to ensure the system meets performance standards. Work with vendors, IT partners, and users to close identified gaps. Run a six-monthly user access review to keep access lists current and remove unnecessary permissions. Vendor & contract management Track SLAs and ensure they are consistently met. Keep contracts and addendums current. Lead & manage onboarding of other departments onto the digital system and maintain oversight of their requirements. Training and enablement Lead the training and coaching required for the digital system. Deliver digital system training for new joiners in the department. Keep training materials and programmes current, relevant, and aligned with learning and operational needs. Job Requirements: Min Degree in any course w min 5 yrs relevant experience in contact centre operations and/or product/project management, preferably in healthcare industry Interested candidates, please submit your resume to: allylok@recruitexpress.com.sg Ally Audrey Lok Xin Woon Recruit Express Pte Ltd (Healthcare & Lifescience) Company EA Licence number : 99C4599 Personnel EA License: R21102307 allylok@recruitexpress.com.sg