Principal Manager (MXD)

[What the role is]

Reporting to the Deputy Director, this is a team leader position focused on customer experience (CX) with direct oversight of a team. The role spans four interconnected areas: ensuring service quality and training excellence at the outsourced One Contact Centre (OCC); maintaining and evolving a robust knowledge management ecosystem; owning the Service Portal as a key self-service channel; and co-developing and implementing emerging digital channels, including the WhatsApp 'Chat with SWDA' service and AI-enabled tools under the CRM system.

This role is designed for an experienced manager who is versatile and adaptable across the full spectrum of CX functions. You will be part of building a CX team where Principal Managers are equipped with transferable skills to hold any position within the functional area, with a particular emphasis on integrating operations, data, and technology capabilities to deliver citizen-centric services.

[What you will be working on]

1. Service Portal Ownership and Digital/AI Tools Enablement

• Serve as Business Owner of the Service Portal, responsible for strategic direction, content governance, self-service journey design, and continuous improvement, including dynamic FAQ systems powered by AI insights and clear channel signposting to guide citizens to the most appropriate service channel.
• Lead the adoption and integration of agentic and AI-enabled tools within the CRM system, driving operational readiness, user acceptance testing, and capability building across teams to enhance service delivery workflows.
• Translate operational and customer experience requirements into system specifications, working closely with technology teams on system development, user acceptance testing, operational readiness, and change adoption.
• Maintain familiarity with AI and automation technologies in service delivery, including chatbots, generative AI, and agentic service tools.

2. WhatsApp Channel Development and Management

• Lead the development and operationalisation of the WhatsApp 'Chat with SWDA' channel as a key digital service touchpoint, including defining topic coverage and FAQs, establishing automated routing for complex queries requiring human intervention via live chat, and trialling generative chatbot capabilities to replace rule-based chat and better meet customer expectations.
• Develop operational policies, workflows, and customer-facing communications for the channel, and work with the technology team to build and continuously refine the system and customer interface.

3. Knowledge Management and Integrated Learning Platform Development

• Oversee and evolve SWDA's knowledge management ecosystem, with a strategic focus on developing the KM module within the CRM system into a comprehensive, integrated platform. Beyond housing programme and policy FAQs and the Case Category Matrix, the to-go state for this KM module is to function as a centralised database of training materials and an active learning module with capabilities to track, rate, and assess the progress and proficiency levels of Customer Service Officers (CSOs).
• Drive the development of individual skills profiles for each CSO based on proficiency data, enabling smart routing of customer cases based on the complexity of the enquiry matched to the CSO's skills profile - driving both service quality and operational efficiency.
• Work with technology teams and the outsourced provider to define system requirements, conduct user acceptance testing, and manage the phased implementation of the KM module's expanded capabilities, ensuring proficiency tracking and skills profiling features are embedded into OCC workflows.
• Ensure knowledge assets remain accurate, current, and responsive to programme changes, service needs, and channel rollouts.

4. Quality Assurance Strategy and Oversight

• Lead the quality assurance strategy for the outsourced OCC, setting the strategic direction, quality standards, audit methodologies, scoring criteria, and service performance expectations. While the outsourced provider is contractually responsible for developing and operationalising the QA framework, you will provide substantive oversight and direction to ensure it is aligned with SWDA's service standards and customer experience goals.
• Analyse audit findings, customer feedback, and service metrics to identify root causes, service gaps, and improvement opportunities, and develop business cases for quality improvement initiatives.
• Manage the outsourced provider's performance against quality standards, address service lapses, and drive sustained improvement in customer satisfaction across all channels.

5. Training Strategy, Programme Facilitation and Capability Development

• Lead the training strategy for the outsourced OCC, working in close partnership with the outsourced provider's Training Manager to guide the development of the training framework and oversee its implementation. While the outsourced provider is contractually responsible for developing training materials and delivering soft skills, cybersecurity awareness, and other operational training for OCC officers, your team's role is to serve as the subject matter conduit between SWDA's programme and policy divisions and the OCC.
• Work with internal divisions to stay abreast of programme and policy changes, new rollouts, and service updates, translating these into clear, accessible briefings and training sessions to guide the OCC in day-to-day service delivery, and ensuring the outsourced provider's Training Manager has the substantive knowledge needed to develop these into bite-sized training materials for the OCC team.
• Oversee the overall training calendar and ensure the training framework remains current and responsive to emerging service needs, new channel rollouts, and technology adoption requirements.

6. Stakeholder Engagement, Leadership and Adaptability

• Lead, coach, and develop Senior Manager and Manager-level officers in the CX team.
• Engage internal divisions, outsourced partners, government agencies, and technology teams to align on service quality, knowledge management, digital channel priorities, and customer-centric service improvements.
• Manage multiple projects and influence internal and external stakeholders across functions to support digital adoption and service transformation.
• Demonstrate strong communication, stakeholder management, sound judgement, proactiveness, adaptability, and a customer-centric mindset in complex service situations.

[What we are looking for]

• Minimum 9 years of relevant experience in customer experience, service quality management, contact centre operations, or related fields.
• Experience in QA strategy, training facilitation, knowledge transfer, and outsourced service partner management.
• Experience as a business owner or product owner for digital service channels, CRM systems, or KM platforms is strongly preferred.
• Experience defining requirements for learning management, skills profiling, or CRM/service platform capabilities would be an advantage.

• Comfortable working across operations, knowledge management, data, and technology.
• Familiar with AI-enabled tools in service delivery.
• Strong analytical, problem-solving, communication, and interpersonal skills.
• Able to manage multiple projects and stakeholders, work independently, and adapt to a fast-paced environment.

Successful candidates will be offered a contract in the first instance and may be considered for an extension or be placed on a permanent tenure.

Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out www.myskillsfuture.gov.sg for details on the CSP.