Job Description

Senior Assistant Director, Group Contact CentreThe incumbent will envision, plan and deliver a \xe2\x80\x9cBest in Class\xe2\x80\x9d Group Contact Centre, and be committed to provide a personalised patient experience through the various contact channels.He/She shall possess a strategic mindset to chart service and digital transformation and have strong leadership capabilities to lead and inspire the team. He/she should possess excellent interpersonal skills to collaborate with partners to drive and influence change, thereby improving service quality and delivery to our patients. He/she will work with NUHS senior leadership to implement strategic plans and identify opportunities for improving business and operational processes.Job Responsibilities

• Set strategy for the continuous development of Group Contact Centre, keeping abreast of new practices and technologies, ensuring a consistent high quality service delivery.
• Develop digital roadmap and be a key driver on the use of new tools, systems and technologies.
• Deliver excellent patient service through partnership with Healthcare Professionals (Nurses, Clinicians) and Institution stakeholders, meeting or exceeding all Joint Partnership Commitments (JPCs).
• Manage end to end customer contact processes and associated customer experience, supporting cross institution initiatives to improve efficiency.
• Ensure quality assurance, compliance, regulatory and legal obligations are met.
• Apply best practices, develop continuous improvement plans and make recommendations based on employee and patients\' feedback (including developing insights on the evolving demands of customers).
• Lead and inspire contact centre management team at all levels to create motivated and engaged team players.
• Inculcate quality culture and strive for service excellence.

• Degree in any discipline with at least 15 years of relevant experience, and 10 years of leadership experience.
• Proven track record leading an operational department or a contact centre, with experience managing teams through periods of significant change.
• Strong leadership, mentoring and interpersonal skills, with ability to engage C-Suite leaders, Directors and Managers across departments and institutions to achieve goals and objectives.
• Strong analytical skills with good understanding and working knowledge of latest-evolving technologies.

National University Health System