Deputy Head, Client Engagement (Virtual Service Centre)
Senior Manager / Assistant Director
Role Summary
Virtual Service Centre serves as NHG Health’s single digital front door to connect to our Central-North residents to accessible community health and healthcare services. As the Deputy Head of Client Engagement, you will lead exceptional customer care through our call operations, overseeing teams managing daily calls including appointment scheduling and enquiries. You will shape every customer's telephone experience with our healthcare services while building operational excellence that drives organisational goals and sets the standard for healthcare call centres, directly impacting the experience of those we serve.
Key Responsibilities
- Define strategic direction for Virtual Service Centre operations and establish performance indicators that drive organisational objectives and measurable customer satisfaction outcomes.
- Be an advocator of service excellence by ensuring that the department meets the service targets such as waiting time and abandonment rate.
- Transform and optimise service delivery through strategic planning, continuous process improvement, data-driven decisions, and digital transformation of contact centre technology systems to achieve industry-leading customer experience benchmarks.
- Ensure regulatory compliance whilst leading crisis management and business continuity planning to maintain service resilience.
- Lead and develop a team through strategic recruitment, performance management, and succession planning to foster a high-performance culture.
- Establish and oversee comprehensive quality assurance frameworks, professional development programmes, and training initiatives that equip teams to deliver consistent, high-quality service standards.
- Formulate and manage departmental budgets and workforce planning strategies to optimise operational efficiency and meet customer service demands.
- Lead organisational transformation and change management initiatives, ensuring the successful adoption of new processes, technologies (esp AI & automation related), and ways of working to continuously evolve the department's capabilities.
- Build strategic stakeholder relationships and provide executive reporting to senior leadership on operational performance and service delivery outcomes.
Requirements
- Bachelor's degree in any field of study, with Business, or Healthcare Administration preferred.
- At least 5 years of experience in contact centre operations, with at least 3 years of proven track record of leading high-performing teams.
- At least 5 years of strategic planning capabilities at senior management level, overseeing large-scale operations with budget management and workforce planning. Experience in healthcare operations is highly advantageous.
- Hands-on experience with up-to-date contact centre technology (esp AI & automation) and call centre systems, with a strong understanding of customer services operations
- Demonstrated experience and strategic planning capabilities in leading organisational transformation and change management initiatives, resulting in successful adoption of new processes, technologies, and ways of working.
- Strong stakeholder management skills across different levels and functions.
- Excellent executive-level presentation and communication skills.
- Demonstrates strong expertise in data-informed decision-making with knowledge of compliance requirements, process improvement frameworks.
- Comfortable with 100% onsite working arrangement with office location in Innovate@Ubi (former Starhub Green), near Macpherson MRT.
