Senior Manager, Customer Support (Contract till 30 December 2027)
Health Promotion Board · Singapore
About this role
The Health Promotion Board (HPB) is seeking a Senior Manager for Customer Support to lead a transformation journey in customer experience delivery. This role focuses on assessing, recommending, and implementing technology solutions, including Generative AI and digital touchpoints, to optimize service delivery within a contact center environment. Responsibilities include: Assessment and Recommendation: Evaluate current contact center technologies and workflows to identify optimization opportunities. Research and recommend strategic technologies and vendors to enhance self-help capabilities and efficiency, with a specific focus on implementing digital GenAI solutions. Vendor Management: Lead cross-functional teams to define requirements, manage the vendor selection process (including tender specifications and evaluations), and oversee vendor performance and contract management. Technology Implementation: Drive the deployment of digital touchpoints such as WhatsApp and chatbots. Oversee system enhancements, integration, and user acceptance testing while ensuring compliance with risk guidelines. Training and Performance: Provide training to staff on new technologies to ensure smooth adoption. Monitor key performance metrics and conduct user feedback sessions to drive continuous improvement. Stay updated on emerging AI and contact center trends to support technology roadmaps. Qualifications: Candidates must hold a Bachelor’s Degree in Business Administration, Information Technology, or an equivalent field. A minimum of 6 years of relevant experience is required, specifically in assessing and implementing contact center technologies, digital AI solutions, and self-help optimization. Proven experience in project management, cross-functional collaboration, and data analysis is essential. This is a contract position ending on 30 December 2027.
For full details about this role, click “Apply on company site” to view the employer’s original posting.
A focused preparation guide, built around this job’s responsibilities and requirements.
✦ AI-generated guide
Preparation suggestions, not the employer’s actual interview questions. Always check the original posting for current requirements.
01
Understand the role
What matters most
Digital Transformation and GenAI Integration
The core mandate is to modernize contact center operations by researching, recommending, and implementing advanced digital solutions, specifically Generative AI and automated touchpoints like chatbots and WhatsApp, to improve self-help capabilities and operational efficiency.
End-to-End Vendor and Project Management
You must lead the full lifecycle of technology procurement, from defining tender specifications and evaluating proposals to managing ongoing vendor performance, contract compliance, and cross-functional collaboration with internal IT and program teams.
Performance Optimization and User Adoption
Success is measured by the ability to monitor key performance metrics, conduct user feedback sessions, and provide effective training to staff, ensuring that new technology deployments lead to measurable improvements in service delivery and smooth operational transitions.
Likely challenges to think through
Balancing Innovation with Public Sector Compliance
Implementing cutting-edge GenAI in a government environment requires strict adherence to risk and compliance guidelines. Prepare by demonstrating how you have navigated regulatory frameworks while deploying new technologies without compromising data security or service standards.
Managing Stakeholder Expectations in Transformation
Transformation projects often face resistance from internal teams or operational staff. Prepare by highlighting your experience in change management, specifically how you have used data-driven insights to communicate the value of new tools to diverse stakeholders and ensure high adoption rates.
03
Practice your answers
Technical practice
Implementing Generative AI in Contact Centers
What to coverDiscuss your approach to integrating GenAI for self-help optimization. Focus on balancing innovation with risk and compliance guidelines, and explain how you ensure the AI provides accurate, helpful responses while maintaining data privacy.
Contact Center Technology Assessment
What to coverDescribe your methodology for evaluating existing contact center workflows and technologies. Suggestion: Focus on how you identify bottlenecks and prioritize improvements that directly impact customer satisfaction and operational efficiency.
Vendor Selection and Tender Management
What to coverExplain your process for managing the end-to-end vendor selection process, including drafting tender specifications and conducting evaluations. Highlight how you ensure vendor proposals align with technical requirements and long-term business objectives.
Digital Channel Migration Strategy
What to coverHow do you approach the deployment of new digital touchpoints like WhatsApp or chatbots? Address the importance of integration with existing systems and the steps taken to ensure successful user adoption.
User Acceptance Testing (UAT) and System Enhancements
What to coverDetail your strategy for overseeing Day 2 system enhancements and UAT. Suggestion: Emphasize the importance of creating comprehensive test cases that reflect real-world user scenarios to ensure system stability.
Performance Metrics and Data Analysis
What to coverWhich key performance metrics do you prioritize when evaluating contact center efficiency? Explain how you use data to derive actionable insights and present these findings to stakeholders to drive continuous improvement.
Technology Roadmap Development
What to coverHow do you stay updated on emerging AI and contact center trends to inform future technology roadmaps? Discuss how you balance immediate operational needs with the long-term strategic goals of the organization.
Behavioural practice
Cross-Functional Collaboration
What to coverDescribe a time you led a cross-functional team to implement a complex technology project. Focus on how you aligned internal stakeholders, such as IT and program teams, with external vendors to meet project deadlines.
Managing Change and Staff Adoption
What to coverShare an example of how you managed staff resistance or challenges during the implementation of new technology. Explain the training and support strategies you used to ensure a smooth transition and high adoption rates.
Handling Vendor Performance Issues
What to coverProvide an example of a time you had to address poor performance or a production issue with a vendor. Detail the steps you took to resolve the situation while maintaining the professional relationship and ensuring service continuity.
Data-Driven Decision Making
What to coverDescribe a situation where you used data analysis to identify a significant operational improvement. Explain how you communicated your findings to stakeholders to gain buy-in for your recommended solution.
02
Sharpen your knowledge
Topics to prepare
Generative AI in Contact Centers
Focus on the conceptual application of GenAI for self-help optimization and customer service efficiency. Exercise: Research and document how GenAI can be integrated into existing contact center workflows to reduce agent workload while maintaining compliance with data privacy standards.
Public Sector Vendor Management and Tendering
Understand the lifecycle of government procurement, including defining technical requirements, tender specifications, and vendor performance monitoring. Exercise: Draft a hypothetical set of evaluation criteria for selecting a chatbot vendor, focusing on security, scalability, and integration capabilities.
Skills to revise
User Acceptance Testing (UAT) Coordination
The role requires overseeing system enhancements and UAT. Exercise: Create a structured UAT plan template for a new digital touchpoint, such as a WhatsApp integration, including test scenarios, user feedback collection methods, and defect tracking processes.
Performance Metrics Analysis
Ability to monitor and analyze contact center data to drive continuous improvement. Exercise: Select three key performance indicators (e.g., First Contact Resolution, Average Handle Time, Self-Service Rate) and explain how you would present these to stakeholders to justify a new technology investment.
Cross-functional Project Management
Leading teams across IT, operations, and program departments. Exercise: Map out a communication plan for a technology deployment project, identifying key stakeholders, their information needs, and the frequency of updates required to ensure smooth adoption.
04
Your preparation checklist
Prepare a contact center technology case study
Draft a concise project summary highlighting your experience in assessing and implementing contact center solutions, specifically focusing on GenAI, chatbots, or WhatsApp integrations. Emphasize the problem, the technology selected, your role in vendor management, and the measurable impact on efficiency or customer satisfaction.
Develop a vendor management and tender framework
Outline your approach to managing the end-to-end tender process for public sector projects. Prepare to discuss how you define technical requirements, evaluate proposals, and manage vendor performance against service level agreements while ensuring compliance with risk and security guidelines.
Create a data-driven performance improvement plan
Prepare an example of how you have used contact center metrics (e.g., handle time, resolution rates, customer feedback) to identify operational gaps. Explain how you translated this data into actionable insights and presented them to stakeholders to drive technology roadmaps.
Formulate a change management and training strategy
Develop a brief plan for ensuring staff adoption of new digital tools. Detail how you would conduct user acceptance testing (UAT), design training materials, and gather feedback to ensure a smooth transition during technology deployment.
Prepare strategic questions for the interview
Draft thoughtful questions regarding the current state of HPB's contact center infrastructure, the specific challenges in their digital transformation journey, and how the team balances innovation with public sector risk and compliance requirements.
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