Assistant Director / Senior Manager (Contact Centre Ops & Planning), ServiceSG

Context of the Role

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 a) digital concierge via the LifeSG app, b) a physical concierge via an expanded network of Service Centres; and c) a national 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”.

There are currently hundreds of hotlines across the Whole of Government (WOG). The Contact Centre team in ServiceSG aims to work with agencies who own these hotlines to streamline and integrate these contact centres, especially those that provide related services. The goal is to establish a central ServiceSG contact centre that can address the queries of citizens across related citizen services, serving as a “outsourced shared service” for selected agencies. The team will also support surges in contact centre call loads for key agencies during peak periods, and act as the central call centre in a national pandemic or crisis.

[Specific Areas of Responsibilities]

1. Operations & Service Delivery Management

• Ensure the contact centre meets performance KPIs across all stakeholder agencies and service channels
• Ensure vendor operations comply with PSD and stakeholder requirements
• Investigate and address poorly rated calls and complaints (service recovery)
• Develop and implement improvement plans to address service lapses
• Monitor and analyse contact centre data to manage demand, including ad hoc and seasonal surges

2. Vendor & Contract Governance

• Manage and work closely with outsourced vendor to resolve operational issues and drive continuous improvement
• Conduct regular performance reviews with vendor
• Handle procurement, contract management, finance, and administrative functions

3. Stakeholder Management & Partnership Development

• Establish and maintain strong partnerships with stakeholder agencies through regular engagement
• Plan and supervise onboarding of stakeholder agencies and new service channels
• Ensure timely reporting (daily/monthly) to stakeholder agencies on performance

4. Service Design & Process Optimisation

• Design and implement processes to enable omnichannel service delivery
• Plan and operationalise cross-referral of government services (scripts, escalation flows, rotation of services)
• Ensure cross-referral KPIs and service standards are met

5. Knowledge Management & Capability Enablement

• Oversee development and maintenance of a central knowledge base for query handling
• Ensure knowledge accuracy, accessibility, and operational relevance

6.  Whole-of-Government Digital Transformation, Integration & AI Enablement

• Establish and enforce WOG standards for systems, data structures, and service workflows, guiding agencies towards consolidation on shared platforms (e.g. Salesforce) while managing exceptions and trade-offs.
• Identify and lead initiatives to reduce demand through upstream service design, digital deflection strategies, and structural improvements to citizen journeys.
• Leverage cross-channel and cross-agency data to generate system-level insights, support policy feedback loops, and inform continuous service improvement at a national level
• Drive integration of technology solutions across agency stakeholders
• Drive the adoption of automation-first operating models, including AI-enabled capabilities (e.g. conversational AI, case classification, workflow automation), to improve productivity and reduce reliance on manual processes
• Support evolution towards AI-enabled and more efficient contact centre operations

7. Governance, Audit & Compliance

• Work with appointed auditors to conduct annual audits on the contact centre
• Ensure adherence to governance standards and operational controls

Requirements

We are looking for an experienced and motivated individual who can work independently in a fast-paced start-up environment. You should be comfortable with ambiguity, open to exploring new ideas and an action-focused problem solver. 

[Work Experience & Competencies]

An ideal candidate should possess the following: 

 [Operational Leadership & Service Excellence]:

• Strong track record in managing large-scale, multi-channel operations with accountability for KPIs and service outcomes
• Ability to translate performance data into actionable improvements and sustained service quality

 [Customer Service and Case Management]:

• Understand different customer segments (eg. Profiling, behaviors and needs)
• Demonstrate care and empathy in understanding citizen’s underlying needs and going the extra mile to help, and escalating issues/feedback to relevant agency stakeholders as part of the close-the-loop process for policies/services implementation.

 [Customer Experience Strategy and Engagement]:

• Strong orientation towards leveraging technology to automate and enhance day-to-day service operations, improving overall efficiency and productivity.
• Transform service delivery through identifying and translating new technologies to new ways of delivering contact centre services which are more customer-centric and productive.
• Reimagine the delivery of contact centre services from a customer-centric perspective, identify improvements and redesign the operational or service recovery processes.

 [Thinking Clearly and Making Sound Judgements]:

• Strong analytical and critical thinking abilities; able to evaluate possible solutions and propose appropriate ones with stakeholders in mind
• Able to work with ambiguity and loosely defined problem spaces and synthesise data points and ground realities to sense-make, propose and implement sound and timely solutions.
• Possess the ability to communicate effectively through written and oral presentation.   

[Working Effectively with Stakeholders]:

• Able to work closely with other Public Service agencies to drive the service transformation initiative and achieve better coordination and integration of technology and processes.  

• Ability to effectively engage stakeholders across multiple levels of the system to gather inputs and drive alignment in support of government change initiatives.

 [Procurement and Contract Management]:

• Proficient in procurement, contract and vendor management.
• Ability to structure contracts with clear performance incentives and penalties.

 [AI & Digital Transformation]:

• Experience leveraging integrated CRM/s and digital service platforms such as Salesforce or equivalent to support case management, workflow integration, and service delivery across channels
• Proven ability to redesign service operations using automation-first principles, including AI-enabled capabilities (e.g. workflow automation, intelligent routing, digital deflection)
• Experience delivering technology-enabled transformation in multi-stakeholder or federated environments, while balancing standardization with agency-specific requirements.
• Able to translate digital and AI initiatives into measurable, system-level outcomes, including improvements in productivity, service quality, and whole-of-government citizen experience.