Deputy Dir/Senior Assistant Dir(Contact Centre Ops & Planning), ServiceSG

In an era of rapid and significant change, the Public Service's operational landscape is evolving. We are confronted with intricate challenges that necessitate a reimagined approach to service delivery. The Public Sector Transformation (PST) initiative is our response to these changes, with ServiceSG at the forefront of revolutionizing public service delivery. As part of the current phase of PST, ServiceSG aims to be on par with globally leading companies in our delivery of public services. A key transformation in the delivery of citizen services is to take a citizen-centric service journey approach to organising services in an integrated manner via a) a digital concierge via the LifeSG app, b) a physical concierge via an expanded network of Service Centres; and c) a central contact centre. Our aim is to transform the current citizen experience of having to navigate across different public agencies to an experience of the Public Service “knowing, understanding and interacting with me as One”. There are currently hundreds of hotlines across the Whole of Government (WOG). The Contact Centre team in ServiceSG aims to work with agencies who own these hotlines to streamline and integrate these contact centres, especially those that provide related services. The goal is to establish a central ServiceSG contact centre that can address the queries of citizens across related citizen services, serving as an “outsourced shared service” for selected agencies. The team will also support surges in contact centre call loads for key agencies during peak periods, and act as the central call centre in a national pandemic or crisis. The Deputy / Senior Assistant Director will play a pivotal role in this transformation, leading the integration of numerous government hotlines into a unified ServiceSG contact centre. This central hub will not only streamline citizen services but also provide robust support during national crises.

As the Deputy / Senior Assistant Director reporting to the Director, your mandate is to lead and supervise the operations of ServiceSG’s contact centres, working with two teams each led by an Assistant Director to ensure operational excellence of ServiceSG’s Contact Centre(s). Your strategic leadership will be crucial in enhancing service delivery, fostering strong partnerships, and ensuring seamless integration with other service channels. [Key Areas of Responsibilities] • Strategically lead and supervise the team of staff under the Assistant Directors in the establishment and management of ServiceSG's contact centre(s). • Develop and implement systems and processes for resilient service delivery during peace time and crisis. • Elevate government phone service delivery by leading the team to deliver exceptional service experiences. • Collaborate with technology and business partners to innovate and refine service delivery models. • Design and implement operational processes to ensure a superior service experience for citizens. • Guide and support frontliners to align with the designed service experience. • Oversee vendor management, ensuring challenges are addressed and operations are continuously improved. • Guide the team in creating insightful analysis of contact centre data to gain insights and inform decision-making for partner agencies. • Oversee the operations of the contact centre(s) and ensure attainment of KPIs in collaboration with stakeholders. • Oversee procurement, financials, and budgeting matters.

We seek a seasoned leader who thrives in a dynamic, start-up-like environment. The ideal candidate will be adept at navigating ambiguity, fostering innovation, and solving problems with a focus on action. [Work Experience & Competencies] The ideal candidate will exhibit: • [Leadership in Customer Service]: A proven track record of leading teams to deliver empathetic and effective customer service, with a knack for understanding and addressing citizen needs. • [Strategic Customer Experience Vision]: A visionary approach to transforming service delivery, leveraging new technologies to enhance customer-centricity and productivity. • [Analytical and Decision-Making Skills]: Exceptional analytical skills, with the ability to make sound judgments in complex situations. • [Stakeholder Management]: Strong capabilities in engaging with Public Service agencies to drive service transformation and integration. • [Procurement and Vendor Management]: Extensive experience in procurement, contract, and vendor management. Applicants will typically be notified on whether they are shortlisted or not within 4 weeks of the closing date of the job posting. Successful candidates will be offered a 2-year contract in the first instance.