CareHub Operations Manager
5 days ago
As a CareHub Operations Manager at NATIONAL UNIVERSITY HEALTH SYSTEM PTE. LTD., 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, key performance indicators (KPIs), and deliver a positive customer experience for residents and community partners.
You will work closely with stakeholders and the CareHub team, including Call Centre Officers (CCOs), to draft, develop, and implement requirements, including IT systems, and collaborative workflows and SOPs to bring plans into reality dovetailed to implementation timelines, organisational strategies, priorities, and national directives.
Key Responsibilities- Support the day-to-day operations of the CareHub, being the point of escalation when required, in line with CareHub's service standards, KPIs, developmental plans, and organisation's policies.
- Support 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, working collaboratively with stakeholders, vendors, and users to propose go-forward solutions to meet implementation timelines.
- 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.
- Support the continuous development and implementation of projects and quality initiatives to enhance operational effectiveness and efficiency, focusing on providing a positive customer experience in line with CareHub's standards and KPIs.
- Incorporate risk management into workflows and SOPs.
- Evaluate and ensure that Call Centre Officers are competent and trained in the most efficient and timely manner, supported by a relevant knowledge management system.
- Visualise and report CareHub's KPIs and standards to stakeholders and senior management in a concise and timely manner.
- Utilise data-driven approaches to identify opportunities and forecast growth areas/trends to further develop CareHub.
- Stay up-to-date with current issues impacting the healthcare industry and conduct periodic scanning for new ways and modes which CareHub could better support residents and partners.
- A 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.
- High adaptability and resilience when faced with multiple demands, shifting priorities, and ambiguity.
- Independence, self-motivation, and collaboration in a team setting.
- Strong analytical and organisational skills with attention to details.
- Excellent interpersonal, communication, presentation, writing, and problem-solving skills.
- 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.
- A positive attitude with a customer experience mindset.
- Possess 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 (e.g. Excel, PowerPoint, Word).
If you are passionate about delivering exceptional customer experiences, driving innovation, and collaborating with stakeholders to achieve business objectives, we encourage you to apply for this exciting opportunity.
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