Operations Manager

7 days ago

Singapore NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD. Full time

About National University Health System PTE. LTD.

National University Health System PTE. LTD. is a leading healthcare organization that offers comprehensive care to residents and community partners. As an Operations Manager, you will play a vital role in supporting the day-to-day operations of our Care and Call Centre (CareHub) to meet our service standards and key performance indicators.

Job Summary

We are seeking a highly skilled and experienced Operations Manager to join our team. In this role, you will be responsible for supporting the development and implementation of projects and quality initiatives to enhance operational effectiveness and efficiency. You will also work closely with stakeholders and the CareHub team to draft, develop, and implement requirements, including IT systems, and collaborative workflows and SOPs to bring plans into reality.

Main Responsibilities

  1. Support the day-to-day operations of the CareHub, including being the point of escalation when required, in line with CareHub's service standards, key performance indicators (KPIs), developmental plans, and organisation's policies.
  2. Implement CareHub's functions and IT systems through monitoring and tracking of timelines, translating plans and requirements into actionable workflows, development/review of SOPs, and working collaboratively with stakeholders, vendors, and users to propose go-forward solutions to meet implementation timeline.
  3. Facilitate collaborative conversations and change management with presentation slides internally and with stakeholders to further develop CareHub's functions and facilitate adoption of new/improved workflows and SOPs.
  4. Support 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. Risk management incorporated in workflows and SOPs.
  6. Ensure Call Centre Officers are competent and trained in the most efficient and timely manner, supported by a relevant knowledge management system.
  7. Data visualization and reporting of CareHub's KPIs and standards to stakeholders and senior management in a concise and timely manner.
  8. Utilise data-driven approach to identify opportunities and forecast growth areas / trends to further develop CareHub.
  9. Keep abreast of current issues impacting the healthcare industry and conduct periodic scanning for new ways and modes which CareHub could better support our residents and partners.

Requirements

  • Good bachelor's degree in any discipline.
  • Preferably with relevant Contact Centre / healthcare and operations related experience.
  • Experience with 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 a 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, visualise, and derive insights to drive outcomes.
  • Positive attitude with a customer experience mindset.
  • Possess 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 (e.g., Excel, PowerPoint, Word).

Salary Range

$90,000 - $120,000 per annum, depending on experience and qualifications.

About This Role

This is an exciting opportunity to join our dynamic team and contribute to the delivery of high-quality healthcare services. If you are a motivated and results-driven professional with excellent leadership and communication skills, we encourage you to apply for this role.

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