Project Specialist (Customer Correspondence Unit)

At #TeamCPF, you’re not just joining a team; you are embracing a culture of excellence, collaboration, and meaningful impact. You will play a pivotal role in empowering over 4 million members to secure their retirement, healthcare, housing needs and better navigate life’s uncertainties. We thrive on sharp minds and insightful decisions. Your ability to analyse and think critically isn't just valued; it's essential. Every choice you make contributes to our collective success. Collaboration is our way of life. We believe in the power of effective partnerships and seamless communications across teams. Together, we amplify each other’s strengths and achieve remarkable results. Our learning never stops. We encourage your inquisitiveness and courage to embrace new challenges head-on. Your agility, readiness to challenge conventions, embrace of data-driven strategies, dedication to learning and applying new skills fuels our innovation and progress. At the core of everything we do lies a genuine desire to make a difference. We serve our community and support each other with compassion, empathy, and unwavering dedications. Every action we take is guided by a deep sense of purpose and a commitment to those we serve. Join us at #TeamCPF! Together, let's redefine possibilities and leave a legacy that echoes for generations.

CPF Board helps members to save for their retirement, housing and healthcare needs. Its Customer Contact Centre (CCC) handles one of the highest volumes of phone calls and correspondences within the Public Service. As a Manager in the Customer Correspondence Unit, you will play a crucial role in helping us achieve a best-in-class standard for our customer service. In this role, you will: • Ideate, incubate and implement innovative solutions that transform service delivery, business operations, and officer workflows within the customer contact centre environment. • Conduct feasibility studies and proof-of-concepts for emerging technologies. • Lead and support digital transformation projects focused on correspondence handling, text messaging systems, and automated customer service processes. • Serve as business owner for existing correspondence systems, managing ongoing operations and enhancements. • Coordinate technical resources, including external vendors and development partners, and manage vendor relationships and partnerships for technical implementations. • Prepare compelling presentations and articulate complex technical concepts to senior management, demonstrating business value and impact of proposed innovations.

What we are looking for We value the diverse talents and experiences that each individual brings to the table. While mastery of every requirement may not be necessary, familiarity and expertise in some of the following areas will position you for success within this team. • Relevant experience in customer service operations, digital transformation, or technology implementation within contact centre environments. • Have experience in AI tools such as GPT 3.5/4 and Llama, web development technologies including Next.js, FastAPI, HTML5, CSS3, and JavaScript. • Have experience in database management systems such as MySQL and cloud platforms including AWS and Microsoft Azure. • Have experience in project or product management with ability to manage initiatives from ideation through implementation. • Knowledge of AI, large language models, machine learning, and automation processes within customer service environments. • Knowledge of emerging technologies and their application in business transformation. • Communicates effectively, both in writing and speaking. • Works independently and manages priorities effectively. • Adaptable and resourceful in handling different tasks and challenges. • Demonstrates attention to detail and collaborative mindset with ability to work effectively within cross-functional teams. • Proactive and self-motivated with willingness to learn in a fast-paced environment. The seniority of appointment and actual corporate job title will commensurate with individual work experiences. Position is on a 1-year full-time contract directly under the payroll of CPF Board with an option to renew, contingent upon confirmation and subject to organisational needs. Additionally, there is potential for emplacement into a permanent position. What you can expect Being part of #TeamCPF means embarking on a challenging and rewarding career in a progressive workplace that values productivity and growth. Here's what awaits you: • Opportunities to engage in a mix of formal and informal training, keeping your skills sharp in our ever-evolving technological landscape. • Promotion opportunities based on your capability and on-the-job performance. • A vibrant community of like-minded and friendly colleagues, where collaboration and creativity thrive. • A hybrid work model that offers flexibility for remote work, subject to exigencies of service. • Flexible dress code that empowers you to choose your appropriate outfit for the day. • A comprehensive rewards package that includes annual leave, pro-family leave, medical and dental benefits, and access to recreational activities.