Senior Operations Manager for Care and Community Services

5 days ago


Singapore NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD. Full time

About the Role:

As a Senior Operations Manager at National University Health System PTE. LTD., you will play a critical role in supporting the day-to-day operations of our Care and Call Centre, ensuring seamless delivery of high-quality services to residents and community partners.

You will work closely with stakeholders and our CareHub team to develop and implement strategies that align with our service standards, key performance indicators (KPIs), and organizational goals. Your expertise in project management, collaboration, and stakeholder engagement will be invaluable in driving outcomes and meeting project milestones.

Key responsibilities include:

  • Supporting the operational efficiency of our CareHub, including point-of-escalation support and adherence to service standards and KPIs
  • Collaborating with stakeholders, vendors, and users to design and implement effective workflows and IT systems that meet our implementation timelines
  • Facilitating change management and presentations to promote the adoption of new/improved workflows and SOPs
  • Developing and implementing quality initiatives to enhance operational effectiveness and customer experience
  • Ensuring Call Centre Officers are competent and trained through a relevant knowledge management system
  • Data visualization and reporting of KPIs and standards to stakeholders and senior management

We seek an experienced professional with a good bachelor's degree, preferably in Contact Centre/healthcare or operations-related fields. Your proficiency in Microsoft Office, data visualization, and ability to analyze complex issues will be highly valued. A positive attitude with a customer-centric mindset is essential.

The estimated salary for this position is SGD $100,000 - SGD $120,000 per annum, commensurate with experience and qualifications.



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