Senior Executive, Service Delivery

ORGANISATION / DIVISION INFORMATION

As the holding company of Singapore's public healthcare institutions, we are always looking for qualified, passionate individuals who are keen to make a valuable contribution to public healthcare. At MOH Holdings, we believe our employees are our greatest asset and we are dedicated in helping them achieve their full potential through professional development and by providing an environment to develop their leadership skills and competencies.

The Agency Services Division administers healthcare schemes with MOH and supports evaluation of other government schemes' applications and appeals, including aligning relevant systems to policy changes.

Join us and be part of a team - a uniquely MOHH spirit that propels us forward through every circumstance we face.

Acting Tomorrow For Today: We work pragmatically with the realities of the present, with a mindset that is geared to the needs of the future.

Starting Where You Can: We take a can-do approach to problem-solving, even if it means starting small, because every contribution counts.

Leaving No Job Undone: We take pride in seeing things through. Our high standards means it's not just about getting the job done, but getting it done well.

Moving Together as One: Care for all starts within, with us as an organisation. We look out for one another, leaving no on behind as we grow.

SUMMARY OF THE ROLE

As an Executive/Senior Executive in the Agency Services Division (ASD), you will be responsible for supporting service operations, including managing written communications and overseeing the performance of an outsourced contact centre vendor. You will play a key role in ensuring that communications are effective and aligned with service standards. In addition, you will lead and contribute to projects that enhance service delivery, leverage digital tools to improve operational efficiency, and scan market trends to identify innovative solutions. The role requires strong project management capabilities, a proactive problem-solving mindset, and the ability to work with internal and external stakeholders to drive continuous improvement in customer experience and operational workflows.

Job Responsibilities:

Core Operations

• Be part of a team that supports the management of public enquiries received via various communication channels with clarity, accuracy and professionalism.
• Develop and maintain knowledge materials (e.g. Frequently Asked Questions (FAQs), chatbot scripts, knowledge database) through coordination with various stakeholders (e.g. MOH, AIC), to ensure consistent and effective communication across service channels.
• Identify and perform simple analysis of various service and enquiry trends, such as through the use of digital tools and dashboards, to highlight issues and opportunities to improve service delivery and enhance customer experience.
• Conduct training sessions to ensure accurate and effective flow of relevant information across different stakeholders. This includes preparation of training materials and conducting assessments (e.g. mystery shopping, audits) to measure communication effectiveness and service quality.
• Collaborate with different stakeholders to refine operational workflows and enhance citizen experience through data-informed insights.
• Collaborate with the Team Leader to oversee the performance of outsourced vendor, ensuring efficient daily operations (e.g. handling of escalated cases, feedback investigations) and alignment with service level agreements (SLAs) and MOHH standards
• Partner with the vendor to implement new platforms for enhanced customer service delivery (e.g. smart knowledge management system, artificial intelligence).

You will also gain exposure to Project Management and Service Transformation:

• Support and coordinate service improvement projects including those involving digital transformation and process redesign.
• Explore and pilot new improvement plans (e.g. platforms, technologies, processes) to automate workflows, improve response times and enhance team productivity and citizen satisfaction.
• Support project planning and coordination to enhance service delivery and improve workflows
• Stay abreast of market trends, emerging technologies and business models, related to public enquiry management and service delivery.
• Support in Request for Proposals (RFP) process to procure services and work with internal stakeholders such as legal, procurement, and finance to meet the procurement requirements
• Work closely with internal and external stakeholders to align service standards and operational workflows.
• Establish effective communication channels to support case resolution and service enhancements.

Ad-Hoc Assignments

• Manage secretariat duties for team, divisional and external meetings, ensuring efficient communication and documentation of key decisions.
• Handle ad-hoc assignments and other responsibilities as needed.

Job Requirements:

Educational Requirements:

• Bachelor's degree in any field. Experience in public communications, customer experience management, and service delivery will be advantageous.

State other requirements/qualities such as personality traits, interests or skills required for the job:

• Proven ability to work effectively in a team-based environment, fostering collaboration and open communication.
• Excellent written and verbal communication skills, with the ability to articulate ideas clearly and concisely. Familiarity with public enquiry management processes is highly desirable.
• Strong problem-solving skills, especially in identifying and resolving issues that impact service delivery, operational workflows or customer experience.
• Demonstrated ability to work independently while managing multiple tasks and priorities simultaneously in a dynamic environment .
• Highly motivated and detail-oriented individual with a passion for optimizing efficiency and implementing innovative solutions
• Comfortable using digital tools (e.g. AI, dashboard) to enhance individual and team productivity, analyse data and support decision making.