Executive Manager (Service Experience Department) - Contract
[What the role is]
You will lead a team to build cutting edge solutions including but not limited to Artificial Intelligence (AI) to improve customer experience, interactions and efficiency, and drive the transformation of NEA’s service delivery into digitally advanced and future-ready.
This role requires you to collaborate closely with key stakeholders such as vendors and business users to drive and implement the solutions. You will oversee the project including the monitoring of project status, obtaining feedback from key users and ensuring AI compliance to existing ICT policies and standards. You will need to ensure effective solutions are developed and implemented.
[What you will be working on]
Your key responsibilities will include the following:
- Lead the Transformation: Oversee the end-to-end digital transformation of NEA’s service quality operations, researching, exploring, evaluating, recommending and implementing suitable solutions, ensuring key milestones are met.
- Explore and Implement AI/Advanced Solutions: Identify and assess AI-driven tools, particularly in Generative AI, that can improve service delivery and efficiency.
- Collaborate Across Teams: Work closely with internal and external stakeholders to implement the solutions.
- Project Management: Assess and apply the right project management methodologies, such as Agile practices to ensure projects are executed to meet business needs and outcome.
- Data Analysis and AI training: Establish methods to measure AI performance. Oversee the tracking of AI effectiveness to train and improve the AI solutions performance to ensure they meet intended outcomes and enhance customer experience.
- Change Management and User Adoption: Derive a change management and training plan to AI tools effectively and manage resistance to AI adoption to ensure smooth transition.
- Risk Management: Identify potential risks and develop mitigation plans.
[What we are looking for]
The job might be for you if you possess the following qualities:
- Background in Computer Science, Data Science, Information/Infocomm Technology or a related field.
- Good understanding of AI and Machine Learning and business process automation.
- Minimum 3 years of relevant work experience in use and implementation of AI technologies and project management.
- Proven track record in delivering AI solutions in a service-oriented environment, is preferred.
- Possess excellent communication skills in articulating plan at various level, with strong presentation skills in both written and verbal.
- Good problem-solving, analytical and leadership skills to manage vendor and key partners and resolve conflict.
- Able to work in a fast-paced and highly volatile environment that would require the ability to manage multiple priorities and stakeholders at the same time.
Preferred Skills:
- Experience in tender specification writing, calls and evaluation.
- Certifications in project management-related, e.g. CITPM, COMIT or PMI.
- Agile-related Certification, e.g. Certified Scrum Master
- Experience in customer experience management, managing change and user adoption for AI initiatives.
- Knowledge of technology trends and emerging innovations in public service delivery.
- Experience in digital transformation initiatives.
As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.
Applicants will be updated on the status of their applications within 4 weeks of the closing date of this job posting.
