Senior Manager/Manager, Wearable Technology & Operations (1-year contract)
Salary undisclosed
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Come be a part of this journey if you're passionate about creating boundary-pushing work that drives behavioral change.You will be a part of HPB's Integrated Solutions & Programme Planning Office Division, responsible for the implementation and operationalisation of broad-based, population-level initiatives aimed at promoting healthy living in Singapore. Our objective is to instill and sustain healthy behaviour - such as regular physical activity, adequate sleep, and balanced nutrition - within the daily routines of our citizens. The Division also holds the critical responsibility of integrating programmes by meticulously designing, planning, and executing initiatives that deliver person-centric health promotion. These initiatives are tailored to the personalised health needs of individuals, encompassing a comprehensive range of preventive health domains.WHAT YOU CAN EXPECTAs a key member of Wearable Technology & Operations Department, you will support the department's expanding operational demands and complex customer care workload by reducing inefficiencies, enhancing operational support, and improving the overall customer experience. This role will focus on managing escalations, optimizing processes, and fostering effective coordination with stakeholders and vendors to ensure the smooth running of customer support operations.You will play a key role in enhancing customer experience by consistently evaluating customer feedback and performance metrics to identify areas for improvement. Leveraging insights from customer interactions, you will develop and execute strategies to boost satisfaction and address emerging issues proactively. You will ensure that all operations and processes comply with established standards. Additionally, you will be responsible for managing Level 3 customer escalations, focusing on timely resolutions while maintaining a strong focus on customer satisfaction.Lastly, in your role, you will be the primary liaison for external vendors and internal stakeholders, facilitating effective communication and ensuring alignment on project goals and objectives. You will coordinate and schedule meetings to review progress, address concerns, and manage expectations regarding deliverables and timelines. Your duties will also include overseeing service delivery to ensure Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met, as well as to build and nurturing strong relationships with our partners to enhance collaboration, improve service delivery outcomes, and contribute to the overall success of our programs. This will involve regular check-ins, feedback sessions, and proactive problem-solving to address any challenges that may arise.BE PART OF THE TEAMJoin us if you are a dynamic and self-motivated individual who has a minimum of 1-2 years of experience in Customer Support Operations, handling inquiries, complaints, and escalations. You should also possess:Experience in Level 3 support, ensuring effective resolution of escalated issues within SLAs.Proven track record in reviewing and updating SOPs to improve operational processes.Experience in Vendor Coordination and working with external partners to meet service delivery expectations.Strong understanding of customer experience improvement strategies, leveraging feedback and data for process optimization.Experience in Stakeholder Management, with the ability to align priorities and facilitate communication across teams.Please note this is a 1-year contract role.About Health Promotion Board:Established in 2001, the Health Promotion Board's (HPB) vision is to build a nation of healthy people. We aim to empower residents in Singapore to attain optimal health, increase the quality and years of healthy life, and prevent illnesses, disability and premature death. To achieve this, HPB drives national health promotion and disease prevention programmes, spearheads health education initiatives and creates a supportive environment in Singapore where healthy lifestyle options are available and accessible for healthy living every day.
Come be a part of this journey if you're passionate about creating boundary-pushing work that drives behavioral change.You will be a part of HPB's Integrated Solutions & Programme Planning Office Division, responsible for the implementation and operationalisation of broad-based, population-level initiatives aimed at promoting healthy living in Singapore. Our objective is to instill and sustain healthy behaviour - such as regular physical activity, adequate sleep, and balanced nutrition - within the daily routines of our citizens. The Division also holds the critical responsibility of integrating programmes by meticulously designing, planning, and executing initiatives that deliver person-centric health promotion. These initiatives are tailored to the personalised health needs of individuals, encompassing a comprehensive range of preventive health domains.WHAT YOU CAN EXPECTAs a key member of Wearable Technology & Operations Department, you will support the department's expanding operational demands and complex customer care workload by reducing inefficiencies, enhancing operational support, and improving the overall customer experience. This role will focus on managing escalations, optimizing processes, and fostering effective coordination with stakeholders and vendors to ensure the smooth running of customer support operations.You will play a key role in enhancing customer experience by consistently evaluating customer feedback and performance metrics to identify areas for improvement. Leveraging insights from customer interactions, you will develop and execute strategies to boost satisfaction and address emerging issues proactively. You will ensure that all operations and processes comply with established standards. Additionally, you will be responsible for managing Level 3 customer escalations, focusing on timely resolutions while maintaining a strong focus on customer satisfaction.Lastly, in your role, you will be the primary liaison for external vendors and internal stakeholders, facilitating effective communication and ensuring alignment on project goals and objectives. You will coordinate and schedule meetings to review progress, address concerns, and manage expectations regarding deliverables and timelines. Your duties will also include overseeing service delivery to ensure Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met, as well as to build and nurturing strong relationships with our partners to enhance collaboration, improve service delivery outcomes, and contribute to the overall success of our programs. This will involve regular check-ins, feedback sessions, and proactive problem-solving to address any challenges that may arise.BE PART OF THE TEAMJoin us if you are a dynamic and self-motivated individual who has a minimum of 1-2 years of experience in Customer Support Operations, handling inquiries, complaints, and escalations. You should also possess:Experience in Level 3 support, ensuring effective resolution of escalated issues within SLAs.Proven track record in reviewing and updating SOPs to improve operational processes.Experience in Vendor Coordination and working with external partners to meet service delivery expectations.Strong understanding of customer experience improvement strategies, leveraging feedback and data for process optimization.Experience in Stakeholder Management, with the ability to align priorities and facilitate communication across teams.Please note this is a 1-year contract role.About Health Promotion Board:Established in 2001, the Health Promotion Board's (HPB) vision is to build a nation of healthy people. We aim to empower residents in Singapore to attain optimal health, increase the quality and years of healthy life, and prevent illnesses, disability and premature death. To achieve this, HPB drives national health promotion and disease prevention programmes, spearheads health education initiatives and creates a supportive environment in Singapore where healthy lifestyle options are available and accessible for healthy living every day.