Senior Assistant Manager, Care and Call Centre, RHSO(4739)

1 week ago

Singapore NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD. Full time
Roles & Responsibilities

As a Senior Assistant Manager, you are responsible for the day-to-day operations of the Care and Call Centre (CareHub), which includes the management of the team of Call Centre Officer (CCOs) and administrative staff, to meet CareHub's service standards, key performance indicators (KPIs) and deliver a positive customer experience for residents and community partners who reach in to CareHub for support to age well in the community.

You shall conceptualise and translate developmental plans of CareHub's functions and IT requirements/systems into actionable milestones, workflows and SOPs while working collaboratively with the team and stakeholders to make plans a reality dovetailed to implementation timeline, organisation's strategies, priorities and national's directives.

You shall be responsible to ensure service standards and KPIs are consistently monitored, reported with areas of improvements identified and actioned timely to drive the achievement of CareHub's service standards and KPIs with risks mitigated and managed appropriately. In addition, you are responsible for the training and knowledge function of CareHub to support the Call Centre Officers to be competent in their job and able to handle cases in a professional and timely manner.

You shall drive collaborative conversations and partnerships with stakeholders and community partners to develop and implement/review CareHub's functions and initiatives which improve outcomes in tandem with the wider community ecosystem. You will need to be passionate about service and innovation as you will be a vital driving force who will support the development of CareHub and shape the team's positive and service oriented culture.

You will have the opportunity to be exposed to other functions / roles in the division if you have the capability to take on concurrent roles.

Key accountabilities but not limited to:

  1. Plan and manage the day-to-day operations of the CareHub in line with CareHub's service standards, key performance indicators (KPIs), developmental plans and organisation's policies
  2. Drive the implementation of CareHub's functions and IT systems through monitoring and tracking of timelines, translating plans and requirements into actionable workflows, development/review of SOPs to working collaboratively with stakeholders, vendors and users to propose go-forward solutions to meet implementation timeline
  3. Spearhead collaborative conversations and change management internally and with stakeholders to further develop CareHub's functions and facilitate adoption of new/improved workflows and SOPs
  4. Lead in the continuous development and implementation of projects and quality initiatives to enhance operational effectiveness and efficiency with a focus on providing a positive customer experience in line with CareHub's standards and KPIs.
  5. Support in the management of team to deliver on CareHub's service standards, KPIs and adherence to national and organisation's policies eg. data protection and management
  6. Risk management incorporated in workflows and SOPs
  7. Responsible for the knowledge and training function of CareHub which includes the set-up of a formal training structure to ensure that Call Centre Officers are competent and trained in the most efficient and timely manner supported by a relevant knowledge management system
  8. Forecasting and management of budget to support the plans and operations of CareHub
  9. Monitor, measure and report on CareHub's deliverables and KPIs to stakeholders and management in a concise and timely manner
  10. Utilise data driven approach to identify opportunities and forecast growth areas / trends to further develop CareHub
  11. Drive the innovation of CareHub through keeping abreast of the current issues impacting the healthcare industry and conduct periodic scanning for new ways and modes which CareHub could better support our residents and partners

Qualification Required and Area of Discipline

  • Good bachelor's degree in any discipline.

Required Competencies and Capabilities (Skills, Experiences and Professional Licences)

  • Preferably with at least 4 years of relevant Contact Centre / healthcare and operations related experience
  • Possess leadership skills with experience in managing team(s) and ability to motivate staff to perform
  • Experienced in project management and working collaboratively with stakeholders at all levels to successfully deliver outcomes / meet project milestones
  • Highly adaptable and responds with resilience when faced with multiple demands, shifting priorities and ambiguity
  • Highly independent, self-motivated and collaborative in team setting
  • Good analytical and organization skills with attention to details
  • Excellent interpersonal, communication, presentation, writing and problem solving skill
  • Ability to analyse complex issues, identify and communicate potential solutions to get buy-in
  • Ability to interpret data and derive insights to drive outcomes
  • Positive attitude with a customer experience mindset
  • Lead with a Quality improvement (QI) mindset to ensure standards are relevant, maintained and CareHub is constantly innovating to be better
  • Proficiency with data visualisation / processing and Microsoft suite of applications (eg. Excel, Powerpoint, Word)
Tell employers what skills you have

Healthcare Industry
Forecasting
Customer Experience
Change Management
Quality Improvement
Healthcare
Translating
Knowledge Management
Problem Solving
Risk Management
PowerPoint
Adaptable
Attention to Details
Writing
Data Visualisation

  • Senior Assistant Manager, Care and Call Centre, RHSO(4739)

    2 weeks ago

    Singapore National University Health System Pte. Ltd. Full time

    As a Senior Assistant Manager, you are responsible for the day-to-day operations of the Care and Call Centre (CareHub), which includes the management of the team of Call Centre Officer (CCOs) and administrative staff, to meet CareHub's service standards, key performance indicators (KPIs) and deliver a positive customer experience for residents and community...

  • Senior Assistant Manager, Care and Call Centre, RHSO(4739)

    4 weeks ago

    Singapore NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD. Full time

    Roles & ResponsibilitiesAs a Senior Assistant Manager, you are responsible for the day-to-day operations of the Care and Call Centre (CareHub), which includes the management of the team of Call Centre Officer (CCOs) and administrative staff, to meet CareHub’s service standards, key performance indicators (KPIs) and deliver a positive customer experience...

  • Assistant Manager/Senior Executive, Social Care, RHSO(3351)

    1 week ago

    Singapore NUHS Regional Health Services Office Full time

    Assistant Manager/Senior Executive, Social Care, RHSO(3351)Assistant Manager/Senior Executive, Social Care, RHSO(3351) Psychology, Counselling & Social Work (Healthcare & Medical) Full time Add expected salary to your profile for insights The Position Holder will be responsible for engagement of partners and internal stakeholders to augment NUHS' role as...

  • Assistant Call Centre Manager

    1 week ago

    Singapore 101 HAIR CARE CENTRE PTE. LTD. Full time

    **JOB RESPONSIBILITIES: - Lead a team of call centre agents to hit team KPI Achieve personal KPI Administrative duties and KPI reporting to management Handle incoming calls, queries and feedback Appointment management for customers Allocate customers data to team members and track status Assist call centre manager in call centre daytoday operations**JOB...

  • Senior Executive, Care and Call Centre, RHSO(2350)

    2 weeks ago

    Singapore National University Health System Pte. Ltd. Full time

    As a Senior Executive, you are responsible to support the day-to-day operations of the Care and Call Centre (CareHub) to meet CareHub's service standards, key performance indicators (KPIs) and deliver a positive customer experience for residents and community partners who reach in to CareHub for support to age well in the community.You will work closely with...

  • Senior Executive, Care and Call Centre, RHSO(2350)

    1 month ago

    Singapore NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD. Full time

    Roles & ResponsibilitiesAs a Senior Executive, you are responsible to support the day-to-day operations of the Care and Call Centre (CareHub) to meet CareHub’s service standards, key performance indicators (KPIs) and deliver a positive customer experience for residents and community partners who reach in to CareHub for support to age well in the...

  • Senior Manager, CDPM, RHSO(6193)

    4 weeks ago

    Singapore NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD. Full time

    Roles & ResponsibilitiesOverviewThe NUHS Regional Health System (RHS) comprises of NUHS institutions, associated government and regulatory authorities and community partners that work together to look after the health of the population in the West. The Ministry of Health (MOH) has been co-creating SG Health, a population based approach to health and...

  • Student Care Centre Admin. Executive

    4 weeks ago

    Singapore Bethesda CARE Centre Full time

    Roles & ResponsibilitiesBrief DescriptionReporting to the Centre Manager, the incumbent for SCC Admin. Executive position will work closely with the Centre Manager to provide administration and operational support to BCARE Joy Connection (JOYC).Job ResponsibilitiesI Administration1. General administrative duties including but not limited to the following:a....

  • Student Care Centre Admin. Executive

    4 weeks ago

    Singapore Bethesda CARE Centre Full time

    Roles & ResponsibilitiesBrief DescriptionReporting to the Centre Manager, the incumbent for SCC Admin. Executive position will work closely with the Centre Manager to provide administration and operational support to BCARE Joy Connection (JOYC).Job ResponsibilitiesI Administration1. General administrative duties including but not limited to the following:a....

  • Student Care Centre Supervisor

    1 week ago

    Singapore Raffles Student Care Centre Full time

    Raffles Student Care manages community and school-based Student and Kindergarten Care centres around Singapore since 2008. We inculcate values and develop life skills in our children to prepare them for life. Situated conveniently in multiple locations such as Hougang, Sengkang, Punggol, Fernvale, Ang Mo Kio, Woodlands, Tampines, Pasir Ris, Katong and Jurong...

  • Centre Manager, Senior Care Centre

    2 months ago

    Singapore All Saints Home Full time

    Roles & ResponsibilitiesCentre Manager (Senior Care Centre)The Centre Manager is responsible for managing and supervising a team to ensure the smooth operations of the Silver Lifestyle Club. Duties include delivery of quality care, staff management, process innovation, resource deployment, clients’ engagement, feedback and compliance.Roles &...

  • Staff Nurse @ Senior Care Centre

    1 week ago

    Singapore ACTIVE GLOBAL RESPITE CARE PTE. LTD. Full time

    Roles & ResponsibilitiesJob Purpose:Do you want to make a difference in someone else's life as a staff nurse? Active Global wants YOU to be part of our familyJob Description:Key person in setting up and upkeep of clinical/medical protocols pertaining to client needs, from onboarding to discharging. Assessment for new case referrals and reassessment of...

  • Senior Executive Assistant, Carehub, RHso(5920)

    1 week ago

    Singapore NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD. Full time

    As part of the national HealthierSG initiative to transform the way healthcare is delivered, NUHS Regional Health System Office (RHSO) is setting up a Care and Call Centre (CareHub) to support the western population through phone calls, telemedicine and digital communication platforms to become healthier and take charge of own health.You will be responsible...

  • Staff Nurse @ Senior Care Centre

    3 months ago

    Singapore ACTIVE GLOBAL RESPITE CARE PTE. LTD. Full time

    Roles & ResponsibilitiesJob Purpose:Do you want to make a difference in someone else’s life as a staff nurse? Active Global wants YOU to be part of our family!Job Description: Key person in setting up and upkeep of clinical/medical protocols pertaining to client needs, from onboarding to discharging. Assessment for new case referrals and reassessment of...

  • Healthcare Assistant Senior Care Centre

    1 week ago

    Singapore ABER CARE PTE. LTD. Full time

    You will be an integral part of the team to provide nursing care to acute patients at the Nursing Home or Day Care Centre. Support and provide assistance to the Nursing staff in providing the residents with basic hygiene and personal care on a daily basis Assist in Bathing and Changing of Diaper Participates and facilitate in both on and offsite activities...

  • Centre Supervisor

    3 months ago

    Singapore WECRUIT PTE. LTD. Full time

    Roles & Responsibilities 5 days work week – Office hours Attractive Bonus Pay & Staff Benefits Oversee the running of the Senior Care Centre (SCC) and its services.Job Description: Work with centre nurse and care staff to ensure clients specific needs (ADLs) are met. Take charge of daily operations, and care provisions of clients, supervise and deploy...

  • Assistant Manager, Partnerships

    2 weeks ago

    Singapore National University Health System Pte. Ltd. Full time

    Strategy and workplan Support reporting officer in the development of strategy and workplans together with management and RHSO Support reporting officer to provide updates on workplan progress to RHSO and NUHS senior management Project Management Oversee end-to-end project management of assigned collaboration/programme Ensure that programme is on track to...

  • Admin Assistant, Senior Care Centre

    1 week ago

    Singapore VANGUARD HEALTHCARE PTE. LTD. Full time

    The Administrative Assistant (AA) support the Centre Manager (VSC) in day to day administrative and operational task in accordance to stipulated service requirements.Work Location: Woodlands Care HomeResponsibilities: Provides support to the Centre Manager (VSC) to ensure smooth delivery of all support and administrative functions of the Senior Care Centre...

  • Assistant Manager, Partnerships

    3 months ago

    Singapore NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD. Full time

    Roles & Responsibilities Strategy and workplan Support reporting officer in the development of strategy and workplans together with management and RHSO Support reporting officer to provide updates on workplan progress to RHSO and NUHS senior management Project Management Oversee end-to-end project management of assigned collaboration/programme Ensure...

  • Call Centre Agent

    1 month ago

    Singapore HAI LECK ENGINEERING (PRIVATE) LIMITED Full time

    Roles & ResponsibilitiesWe are looking for a dynamic and customer-centric individual to join our call center team as a Call Centre Agent. In this role, you will be the first point of contact for our valued customers, providing top-notch service and assistance. If this sounds like YOU, connect with us TODAY!Working Location: Kallang, Central...