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 Integrated Solutions Division, responsible for designing and implementing broad-based, population-level physical activity programmes for our citizens, such as the National Steps Challenge. 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 Integrated Solutions (IS) Division, including the National Steps Challenge; and ii) logistics, administrative and finance functions for the Division. Customer Care and Support (60%) There are two components of customer care and support for Integrated Solutions (IS) Division: i) Contact centre queries, including emails and calls; and ii) physical customer care centres to provide exchanges and troubleshooting services for National Steps Challenge participants. Specific roles include:

• Oversee and be responsible for the day-to-day operations of both the contact centre and the physical customer care centre(s) assigned to manage Integrated Solutions\xe2\x80\x99 customer queries effectively within the stipulated service levels and turnaround time

• Monitor and analyse contact centre/physical customer care centre data and to drive continual service improvement initiatives

• 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

• Work closely with the Board-wide team(s) at the organisational and programme-specific levels to drive excellent customer care and support for the target audience.

Logistics, Administrative and Finance functions (40%) 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 Administrative and Finance duties will include:

• Consolidate and manage changes in Division budget across different teams for ease of tracking. Point of contact (POC) with Finance to coordinate reporting and to implement financial processes and guidelines

• Perform regular tracking of budget utilisation to ensure that budget position is healthy and to trigger for follow up action(s) where needed upon identification

• Any other administrative duties where required.

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 contact centre/ customer care centre multi-tasking operational experience

• Strong communication skills (both verbal and written form)

• Strong interpersonal skills with demonstrated team player traits and problem-solving skills

• Desire and motivation to achieve positive outcomes via collaborations to deliver excellent customer experience.

In addition, having relevant qualifications in relation to customer experience, financial budget management or relevant project management-related certifications will be a plus.