assistant manager, quality service planning
3 days ago
[What the role is]
ASSISTANT MANAGER, QUALITY SERVICE PLANNING[What you will be working on]
You will be involved in enhancing productivity and efficiency of the service delivery chain to meet corporate and Public Service Delivery standards. You are required to drive new business solutions, streamline work processes and guidelines while working closely with internal divisions and external agencies to improve feedback processes, systems, or operations to meet service excellence standards amidst other responsibilities that may be assigned on an ad-hoc basis.
(a) Support the management of self-help digital channels including chatbots and voice bots, focusing on content creation, deployment, maintenance, user testing, and performance optimisation. Develop and maintain detailed documentation for chatbot conversational flows, intents, platform configurations, and operational best practices.
(b) Collaborate closely with internal divisions and external stakeholders to gather data requirements, ensure timely information updates, and facilitate effective communication.
(c) Assist in AI and machine learning projects, including vendor management, solution testing, implementation planning, and performance monitoring.
(d) Coordinate system integration projects and vendor transitions to create more streamlined workflows and leverage AI technologies, supporting solution evaluation, implementation planning, and performance optimization.
(e) Present project outcomes, performance metrics, and strategic recommendations to management through presentations and reports.
(f) Support analysis of service delivery data and customer feedback to identify trends, patterns, and improvement opportunities using analytical tools.
(g) Maintain existing dashboards to monitor key service performance indicators and support management decision-making.
(h) Assist in data collection, validation, and analysis activities to ensure business continuity and operational resilience.
(i) Perform other duties and special projects as assigned by supervisor/manager, including cross-functional support as needed.
[What we are looking for]
- Knowledge in any discipline; Fresh graduates welcome; 1-2 years' experience in business analysis, customer service operations, or digital transformation preferred.
- Customer service-oriented and analytical individual with strong desire to constantly learn and make improvements.
- Strong analytical and problem-solving skills with experience in data analysis and visualisation tools (Tableau, Power BI, or similar), and ability to translate data into actionable insights.
- Excellent verbal and written communications and project management skills.
- Adept at problem-solving, resourceful, and proactive.
- Able to multitask, prioritise and have good time management.
- Strong team player with a high level of initiative and able to work independently and under pressure.
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