Senior Manager, Customer Experience

11 hours ago

Singapore Agency for Integrated Care Full time

**Job Snapshot**:
**Employee Type**:

- Full-Time-
**Location**:
Singapore-
**Job Type**:

- Other- Oversee the daily operations of the Quality Service Management (QSM) team and ensure that the Service Levels and KPIs are met
- Prepare and update on operational metrics on a regular basis to Senior Management, as well as when required on an ad hoc basis
- Ensure that the QSM team is kept abreast of the latest schemes implementation and policy changes
- Work with divisions on continuous improvement to feedback management and escalation workflow
- Handle escalated feedback cases and work with other AIC teams, ministries/agencies and service providers to ensure that feedback cases are followed up to closure
- Manage complex cases with relevant stakeholders and update Senior Management in a timely manner
- Engage internal and external stakeholders to plan for and implement support channels required for Healthier SG Implementation to service providers

**Job Requirements**:

- Degree in any field
- 10 years’ customer service experience in a similar job function with mínimally 5 years as Team Manager
- Good interpersonal skills and writing ability
- Adaptable to changes and strong in process improvement
- Good analytical and presentation skills

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