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Senior Manager/Manager
1 week ago
What the role is:
As Senior Manager/Manager (Quality Service Management), you will be part of the Corporate Communications team of the Communicable Diseases Agency Planning Office (CDA PO). The CDA is a new government agency that is being established by the Ministry of Health (MOH) to oversee Singapore’s communicable disease preparedness, prevention and control, surveillance, risk assessment and outbreak response. The CDA PO’s role is to plan and execute the setup of the CDA, which will consolidate and build on the public health functions under MOH, the National Centre for Infectious Diseases, and the Health Promotion Board. You will support the set up of the QSM function for CDA, contributing to the strategic objective of establishing proper corporate functions and administrative structures. The role is critical to ensure that the QSM function is ready to function before the official formation of CDA on 1 April 2025 so that public queries and MP appeals can be facilitated and responded to. You will be working in a fast-paced and dynamic environment that would require the ability to manage multiple priorities and stakeholders at the same time.
What you will be working on:
Job responsibilities:
Liaise with PSD or appointed intermediary on engagement of vendor to manage calls and emails during BAU and outbreaks
Set up systems for logging, triaging and responding to enquiries
Develop workflows and processes
Develop FAQs database to facilitate first-line response to enquiries
Develop operations plan to manage public enquiries during outbreaks
Manage day-to-day interactions with vendor, handle complex cases for both calls and emails, curate FAQs for website chatbot and vendor
Handle data analytics for monthly reporting
Train the vendor’s trainers on queries handling
What we are looking for:
Job Requirements:
Minimum tertiary qualifications in business administration, customer experience management, public relations, marketing communications, or a related field. Qualification in public health would be an advantage.
5 years in managing call centre ops, driving service quality initiatives and responding to public enquiries and feedback
Service oriented, resilient, team player, excellent communication and written skills, problem-solving capabilities, deep understanding of customer needs
As part of the shortlisting process for this role, candidates may be required to complete a medical declaration and/or undergo further assessment.
About Ministry of Health
The Ministry of Health’s (MOH) vision is to champion a healthy nation with our people – to live well, live long and with peace of mind. As an open country constantly exposed to an interconnected world, Singapore faces complex issues in public healthcare. MOH constantly grapples with new challenges brought on by an increasingly globalised world, a rapidly ageing population and rising expectations. MOH’s responses to these challenges include preventing and managing the outbreak of diseases such as SARS and Influenza A (H1N1), designing a healthcare system that delivers care in an integrated and effective manner, growing the capacity and capabilities within the sector, and managing healthcare inflation. As an MOH officer, you will be involved in formulating and implementing policies that guide Singapore’s healthcare ecosystem. You will work alongside a team with varied skills and backgrounds, but with the common goals of (i) promoting good health and reducing illnesses; (ii) ensuring that Singaporeans have access to good and affordable healthcare; and (iii) pursuing medical excellence. Your work will have far-reaching impact on the health and lives of Singaporeans.
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