Cluster Manager

COMPANY DESCRIPTION

**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 eldercare services to meet the growing needs of families and their dependents. Building on more than four decades of experience and expertise, NTUC Health is among the largest senior day care, nursing home and home personal care providers in Singapore. It also offers other services for seniors such as an active ageing hub, senior activity centres, community support for vulnerable seniors, and a sheltered / senior group home. In addition, it runs a chain of dental clinics, and a family medicine clinic

DESIGNATION : Cluster Manager

RESPONSIBILITIES

NTUC Health is one of Singapore's largest community health and eldercare providers. Through our Active Ageing Centres (AAC/AAC(care)/SAC/SDC-Transition), we engage seniors within the cluster 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 will be responsible for leading and managing a cluster of Active Ageing Centres (AAC). You will work closely with the cluster's respective centre-in-charge (CIC) and other internal stakeholders to develop and implement plans to achieve long-term objectives. Additionally, you will work closely with Quality Management to improve AAC processes and 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 close partnerships with the regional health system (RHS, healthcare cluster) and community partners.

**Customer Satisfaction**
- Ensure the responsible AACs practice NTUC-Health Care and Service philosophies
- Utilize observation of 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, establish and 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 centre managers/supervisors 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)

**Additional Responsibilities**
- Support the Head of AAC in developing the AAC services and implementing new initiatives and practice development, pilot projects/monitoring/audit, and introduction into mainstream service delivery
- Participate in the strategic planning of NTUC Health AAC services

QUALIFICATIONS
- Degree in Business Management / Psychol