Cluster Manager, East

**About Us**:
**NTUC Health Co-operative Limited (NTUC Health)** is an NTUC social enterprise that provides a comprehensive and integrated suite of quality and affordable health and elderly care services to meet the growing needs of families and their dependents. Building on more than five decades of experience and expertise, NTUC Health is among the largest senior day care, nursing home, and home personal care providers in Singapore. We also offer other services for seniors such as active ageing centres, community support for vulnerable seniors, and a sheltered senior group home. In addition, we run a chain of dental clinics and a family medicine clinic.

NTUC Health is one of the largest community health and eldercare providers in Singapore. Through our Active Ageing Centres, we engage the seniors within the clusters and support them by reaching out to understand their needs, curating programmes that cater to the needs of active seniors, and befriending isolated and vulnerable seniors.

As a Cluster Manager, you lead and manage a cluster of Active Ageing Centres (AAC). You will work closely with the cluster's respective centre-in-charge (CICs) and other internal stakeholders to develop, improve and implement plans to achieve long-term objectives. Additionally, you will work closely with Quality Management to ensure operations comply with the policies and practices of NTUC Health.

You are also responsible for guiding the CICs to ensure the overall smooth operation of the AACs and establish close partnerships with the regional health system (RHS, healthcare cluster) and community partners.

**Client Satisfaction**
- Ensure the responsible AACs practice NTUC-Health Care and Service philosophies
- Using observations made at the centres, input from clients and other stakeholders, and knowledge of the market to identify and help each centre capitalize on priorities and ensure a satisfactory client experience
- Assist in strategizing inter-clusters/cross-agencies/disciplines collaborations where necessary
- Review and propose enhanced services through value-adding processes (e.g. projects, events, external partnerships) and partner with both internal and external stakeholders to ensure successful implementations
- Evaluate the customer journey in awareness (referrals), onboarding, centre experience, and customer engagement to improve the customer experience

**People Management and Development**
- Conduct regular mentoring, coaching, and consulting sessions with CICs to help them resolve issues at work (i.e. operational, quality management, managing of staff) and accomplish the centre's objectives
- Work shoulder to shoulder with the teams to create a culture of the centre of excellence. Induct new centre managers/supervisors, and provide support for CIC to develop and grow with best practices
- Conduct appraisal and evaluate performance fairly and constructively. Guide and work with CIC to handle complex cases when required.
- Formulate a training plan for CICs to upgrade their competencies and skill sets aligned with the organizational directives
- Create and manage a workforce resource plan for headcount budgeting, succession planning, and career progression

**Ensure Quality Service and Smooth Operations**
- Together with other Cluster Managers, enforce Standard Operating Procedures (SOP) and work processes for the centre based on funders (e.g. MOH / AIC) guidelines and service model requirements in centre facilities, clients' activities and programs and safety
- Ensure the centres meet funders' KPI and audit requirements, including accurate and on-time external and internal reporting
- Ensure the overall smooth operations of AACs within the allocated budget
- Evaluate, identify gaps, and provide solutions for improvement in clusters' centres' operations and maximizing resources
- Keep abreast of trends and changes in the eldercare industry to stay competitive and up to date with the centres' service offerings.
- Assist in introducing and implementing new services, programmes, equipment, initiatives, and systems
- Conduct case discussions with CICs on cases with high complexity or clients' complaints.
- Ensure incident reports are reviewed, conduct Root Cause Analysis (RCA), and escalate to the relevant internal partners (e.g. HR and RO, if required)
- Ensure coverage of the CIC's role at the centre in their absence temporarily, when needed (i.e. in emergencies or long periods of leave) May require to perform additional duties as requested

**Qualifications**:

- Degree in Business Management / Psychology / Gerontology or other relevant fields
- At least 3 to 5 years experience in leadership and management
- Proficiency in digital skills Good collaborative and stakeholder management skills
- Good problem solving and planning skills
- Proficient in Google Suite Applications
- Able to motivate peers and team members
- Service mindset, genuine interest to engage our seniors in the community
- Possess good inte