Manager

2 weeks ago

Singapore National Healthcare Group Full time

-Family Group: Administration

ABOUT NHG CARES

NHG Cares is our expanded mission to care for the population residing in Central and North Singapore. Aligned with the Ministry of Health’s Healthier SG strategy, it serves as NHG’s unifying message in our population health initiatives. Our NHG Cares movement aims to empower, as well as equip our partners and residents with the tools and knowledge to make informed decisions for their health and well-being.

Roles & responsibilities

The Assistant Manager/Manager of NHG Telehealth and Call Center (TCC) will be responsible to support the planning and resource management of the TCC, to be the centralised and recognisable NHG ‘front-door’ (digital channels and Call Centre) to support the national Healthier SG initiative. TCC plays an integral part of NHG Cares’ business strategy, acting as a ‘relationship hub’ between residents and Primary Care Providers.

The scope shall include but not limited to:
Operational Planning and Strategy
- Build a care concierge and enrolment navigation service for our Central-North residents.
- Strengthen partnerships with Primary Care Providers as they implement enrolment.
- Work closely with the other NHG’s institutional Call Centres/’front-doors’ to enhance the resident and partner experience at the start, and throughout their enrollment and care journey.

Marketing Communications
- Develop and execute data-driven content strategies to drive brand awareness and engagement.
- Work with vendor to optimize content for search engine rankings and visibility.
- Lead ideation and brainstorming sessions to generate innovative and engaging content ideas.
- Leverage UI/UX design principles to improve user experience.
- Stay updated on industry best practices and emerging trends in content management
- Conduct audience research (survey, focus group) to identify and tailor content to meet specific needs and preferences.
- Establish content governance guidelines to comply with regulatory requirements, including copyright and privacy.
- Assist in planning and executing events and campaigns.

Call Centre Management
- Oversee the operations of outsourced Call Centre, ensuring efficient and effective delivery of customer service
- Monitor Call Centre metrics, and work with outsourced vendor to optimize processes, training tools to improve performance and uphold NHG Cares brand name.
- Stay up to date with Call Centre technology trends and ensure effective utilization of CRM system
- Reporting and analysis

Education/Experience
- Good Bachelor's degree in any discipline from a recognised university.
- Preferably at least 5 years of relevant experience, with healthcare background.
- Proven experience in marketing communication, digital marketing or website content management.
- Experience in budget management (budgeting & forecasting).
- Good project management skills, with the ability to manage multiple priorities and meet deadlines.
- Strong written, analytical and communication skills.
- Excellent presentation skills, with the ability to convey complex concepts to diverse audiences.
- Strong team player, with the ability to build and maintain harmonious working relationships with internal and external stakeholders.
- Data-focused, drive towards outcome and ensure day-to-day tasks are aligned with NHG Cares' objectives

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