Assistant Director

Description Overview The operating environment of the Public Service is undergoing fundamental and rapid change. To prepare for these changes, we have begun the journey towards Public Sector Transformation (PST). ServiceSG aims to deliver citizen services in a citizen-centric, integrated way, through a digital concierge (LifeSG app), an expanded physical network of Service Centres, and a central contact centre. The goal is to transform the citizen experience from navigating multiple agencies to an experience of the Public Service knowing, understanding and interacting with them as One. What You Will Be Working On As Assistant Director / Senior Manager, ServiceSG Contact Centre Planning and Operations, you will support the Director in establishing and operationalising the Whole-of-Government (WOG) Resilience Community. This includes working with agency stakeholders to identify and train Public Service officers to manage high-volume, fast-paced contact centre operations, driving innovation and transformation projects, and ensuring seamless delivery of citizen-facing services during both peacetime and crises. You will also manage strategic vendor and stakeholder relationships, plan surge operations, and implement technological solutions to enhance service delivery and productivity. You will help set up a WOG Resilience Community, partnering with major government contact centres to strengthen readiness for emergencies. Responsibilities Contact centre infrastructure setup including telephony and CRM systems integration across agencies, Knowledge Management system development, capacity planning for crisis operations, performance monitoring and analytics, vendor management for outsourced operations, and budget and procurement management for transformation initiatives. Lead AI implementation and digital transformation initiatives for contact centre operations, working with the Director to design technology strategies that enhance productivity, citizen experience, and operational efficiency across the Whole-of-Government contact centre network. Develop and execute manpower contingency plans for crisis response, including identification and training of public officers for the Resilience Community, and establishing partnerships with agency contact centres to create an integrated network for crisis response. Design and deploy advanced contact centre capabilities including AI bots, hotlines, livechat channels and crisis contact channels that can scale rapidly during emergencies while maintaining high service standards. Lead annual readiness planning activities, including simulation exercises, systems integration and interoperability checks, and operationalising contingency plans during crisis. What We Are Looking For Minimum 8 years of experience in contact centre operations or service delivery transformation, with demonstrated experience in implementing AI solutions. Strong understanding of contact centre technologies and digital transformation initiatives. Experience in crisis management and contingency planning. Proven track record in managing large-scale transformation projects involving multiple stakeholders. Strong leadership skills with experience in managing hybrid teams (in-house and outsourced). Work Experience & Competencies The ideal candidate will exhibit: Improving and Innovating Continuously: Ability to create safe environments for teams to challenge the status quo in contact centre operations through ideation and experimentation with AI and digital technologies while managing risks and resources. Leadership in Customer Service: Proven track record of leading teams to deliver empathetic and effective customer service, understanding and addressing citizen needs. Strategic Customer Experience Vision: Visionary approach to transforming service delivery using new technologies to enhance customer-centricity and productivity. Analytical and Decision-Making Skills: Strong analytical abilities to make sound judgments in complex situations. Stakeholder Management: Capabilities in engaging Public Service agencies to drive service transformation and integration. Procurement and Vendor Management: Experience in procurement, contract management and vendor relationships. Seniority level Mid-Senior level Employment type Full-time Job function Other Industries Government Administration #J-18808-Ljbffr Industry Other Category Management & Operations Sub Category Management & Leadership