Job Description

What the role is
The Health Promotion Board\xe2\x80\x99s vision is to make Singapore a nation of healthier people. Come be a part of this journey if you\xe2\x80\x99re passionate about creating boundary-pushing work that drives behavioral change.

You will be a part of HPB\xe2\x80\x99s Physical Activity and Weight Management Division, responsible for designing and implementing broad-based, population-level physical activity programmes for our citizens, such as the National Steps ChallengeTM. We also put in place strategies to ensure that beyond reach, we engage those who signed up to partake in regular physical activities so as to achieve habituation. We aim to create a nation of people who incorporate physical activity as part of their daily lives by making physical activity simple, achievable and fun. Moving forward, the department will be exploring initiatives to deliver person-centric health promotion, which aims to target individuals based on their personalised needs and goals.

What you will be working on
You will play a key role in helming i) the customer care and support for the programmes under the Physical Activity and Weight Management (PAWM) Division, including the National Steps Challenge; and ii) logistics, administrative and finance functions for the Division.

Customer care and support
There are two components of customer care and support for PAWM: i) Contact centre queries, including emails and calls; and ii) physical customer care centres to provide exchanges and troubleshooting services for National Steps ChallengeTM participants. Specific roles include:

• Oversee the day-to-day operations of the physical customer care centres and supervise the customer care team assigned to manage PAWM\xe2\x80\x99s customer queries at contact centre
• Projection of demand and resources to anticipate planned, ad-hoc and seasonal surges
• Ensure the customer care vendor meets performance KPIs
• Set up processes and systems to enable delivery of customer care services
• Plan and supervise the onboarding of vendors, including the training of staff
• Develop call scripts, call handling and escalation process
• Supervise the development and maintenance of a central knowledge base that contains the information on query handling approaches to support the customer care team
• Manage and work closely with the customer care vendor to resolve issues and challenges, including regular reviews to improve operations
• Conduct regular audits for both contact centre and the physical customer care centres and develop and implement improvement plans to address service lapses and issues
• Monitor and analyse contact centre data and provide monthly operational reports
• Work closely with the Board-wide team that oversees customer care and support at the organisational and programme-specific levels.

Logistics, administrative and finance functions
You will oversee the logistics needs for the Division, including inventory management and warehousing requirements. Specific roles include:

• Set up processes and systems to ensure clear accountability of the Division\xe2\x80\x99s inventory, including but not limited to fitness trackers for the National Steps Challenge
• Oversee Third Party Logistics (3PL) vendor, including contract management, change management, audits, payments, cost control and operational reporting

You will also oversee other administrative functions for the Division, which will include working together with the team leads to put together and submit the Division\xe2\x80\x99s budget, regular tracking and forecasting utilisation and contracts and purchase orders, managing changes in budgetary needs, and ensuring that the Division keeps to allocated budget by regularly stock-taking on budget position
and triggering top-ups or declaration of savings when needed.

What we are looking for
Join us if you are a dynamic and self-motivated individual with at least 5-7 years of relevant working experience, of which at least 2 years are in a supervisory role, in customer support and logistics/administrative role. You enjoy working in a highly matrixed, fluid and fast-paced environment. You should also possess:

• Strong on-ground operations and execution experience, and multi-level coordination skills.
• Strong communication skills (both verbal and written form)
• Demonstrated ability as a team player, effective collaborator and resourcefulness.
• Desire and motivation to achieve outcomes and pro-activeness in sharing ideas and suggesting solutions.

In addition, having relevant qualifications such as customer experience, business management or relevant project management-related certifications will be a plus.

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