What you will be working on

CPF Board helps members to save for their retirement, housing and healthcare needs. Its Customer Contact Centre (CCC) handles one of the highest volumes of phone calls and correspondences within the Public Service. As a Manager in the Customer Correspondence Unit, you will play a crucial role in helping us achieve a best-in-class standard for our customer service.

In this role, you will:

• Ideate, incubate and implement innovative solutions that transform service delivery, business operations, and officer workflows within the customer contact centre environment.
• Conduct feasibility studies and proof-of-concepts for emerging technologies.
• Lead and support digital transformation projects focused on correspondence handling, text messaging systems, and automated customer service processes.
• Serve as business owner for existing correspondence systems, managing ongoing operations and enhancements.
• Coordinate technical resources, including external vendors and development partners, and manage vendor relationships and partnerships for technical implementations.
• Prepare compelling presentations and articulate complex technical concepts to senior management, demonstrating business value and impact of proposed innovations.

What we are looking for

We value the diverse talents and experiences that each individual brings to the table. While mastery of every requirement may not be necessary, familiarity and expertise in some of the following areas will position you for success within this team.

• Relevant experience in customer service operations, digital transformation, or technology implementation within contact centre environments.
• Have experience in AI tools such as GPT 3.5/4 and Llama, web development technologies including Next.js, FastAPI, HTML5, CSS3, and JavaScript.
• Have experience in database management systems such as MySQL and cloud platforms including AWS and Microsoft Azure.
• Have experience in project or product management with ability to manage initiatives from ideation through implementation.
• Knowledge of AI, large language models, machine learning, and automation processes within customer service environments.
• Knowledge of emerging technologies and their application in business transformation.
• Communicates effectively, both in writing and speaking.
• Works independently and manages priorities effectively.
• Adaptable and resourceful in handling different tasks and challenges.
• Demonstrates attention to detail and collaborative mindset with ability to work effectively within cross-functional teams.
• Proactive and self-motivated with willingness to learn in a fast-paced environment.

The seniority of appointment and actual corporate job title will commensurate with individual work experiences.

Position is on a 1-year full-time contract directly under the payroll of CPF Board with an option to renew, contingent upon confirmation and subject to organisational needs. Additionally, there is potential for emplacement into a permanent position.