Cluster Manager/ Senior Manager

**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.

The Cluster Manager is responsible for leading and managing a cluster of day care centres in the area of quality care, people, revenue and profitability. This must be achieved within the policies and practices of NTUC Health team in the context of best people practices, fair business practices and quality care set.

He/she will need to work closely with the respective centers-in-charged (CIC) within the cluster as well as HQ corporate functions and external partners to develop and implement plans to achieve long term centre objectives.

**Operations**
- Ensure coverage of the CICs role at the centre in their absence temporarily, when needed (i.e. in emergencies or long period of leave)
- Establish and Enforce Standard Operating Procedures (SOP) and/or work processes for centre based on guidelines and MOH requirements.
- Evaluate, identify gaps and provide solutions for areas of improvements in clusters' centres operations and maximising resources
- Keep abreast of any trends and changes in the eldercare's industry to stay competitive and up to date with centres service offerings
- Assist in the introduction and implementation of new services, programmes, equipment, initiatives and systems

**Quality Care**
- Ensure that the standards of clusters day-to-day operations are being met as per ISO standards and/or SOP in the area of meals, transport arrangements, medication preparations, centre facilities, clients' activities and programs, procedures and safety
- Ensure incident reports are reviewed and if required, to consult Nurse Manager and Nurse Educator. Root Cause Analysis (RCA) is to be conducted if required and escalated to the relevant internal partners (i.e. HR and RO, if required)
- Conduct family conferences and regular case discussion with centre managers on cases with higher complexity

**Customer Satisfaction**
- Using observation of the centres, input from clients, and knowledge of the market to identify and help each centre capitalize on priorities so that the needs of the clients are satisfied
- Assist to strategize inter-clusters/cross-agencies/disciplines collaborations, when necessary.
- Review and propose enhanced services through value adding processes (e.g. projects, events, external partnership)
- Evaluate the customer journey in the area of 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 center's objectives
- Work shoulder to shoulder with the team, to create a culture of centre of excellence. Induct new centres managers, 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 training plan of CICs to upgrade their competencies and skill set that is aligned with organizational directive
- Create and manage a manpower resource plan for headcount budgeting, succession planning and career progression.

**Revenue Growth & Optimum Profit**
- Oversees the P&L accounts of cluster centres and looks into areas of improvement (i.e. budget, expenses, manpower and design)
- Supervising the implementation of reinvestment plans for each centre

**Project Planning & Implementation**

You will support the Head of Day Care in the on-going development of the day care service. Implementation of new initiatives and practice development, pilot projects/monitor/audit and introduction into mainstream service delivery. Participate in the strategic planning of NTUC Health Day Care service.

**Qualifications**:

- Degree in Business Management / Nursing / Pharmacy / Therapy / Social Work or other relevant fields
- 3 to 5 years experience in leadership and management
- Team player with strong internal and external customer focus
- Matured individual to work independently and is proactive in following-up
- Excellent communication (written and verbal) and negotiation skills
- Excellent organisational, leadership, and people management skills
- Innovative problem solver with a strong people development mindset
- Enjoy working in elde