Manager, Digital Contact Centre Operations

The Manager, Digital Contact Centre Operations is responsible for driving the digital strategy, system roadmap, and continuous improvement of the Group Contact Centre's technology platforms. The role partners closely with operational teams, IT stakeholders, and vendors to enhance patient experience, improve service efficiency, and support healthcare operations through innovative digital solutions, including AI-enabled capabilities.

• Maintain governance processes, including user access reviews, system health checks, and compliance requirements.
• Own and manage the digital systems supporting Central Contact Centre operations.
• Develop and execute the digital roadmap aligned with company's goals and patient-centric service delivery.
• Gather business requirements and lead system enhancements from concept through implementation.
• Monitor system performance, identify operational gaps, and drive continuous improvement initiatives.
...