Assistant Director, Service and Operations

You will be part of the Service & Operations team with the main responsibility to lead and manage clinic operations across NUP polyclinics in the western region of Singapore. 

In support of NUP Care Model, national initiatives such as Healthier SG, and NUHS’ efforts in keeping population healthy, you will play an active role in driving clinic process/workflow enhancements, mobile/digital adoption, service transformation, and supporting workforce transformation to continually uplift/upskill our staff to meet the future healthcare demands.

To ensure consistent patient experience, high operational efficiency and compliance to internal/external governance, you are expected to review and strengthen policies & work instructions to enable staff to perform their job functions effectively and efficiently. As NUP grows in infrastructure/service capacity to meet patient demands, you will participate in the planning leading to operationalisation (go-live) of new & redeveloped polyclinics, from staff hiring, equipment/system procurement, workflow formulation, nesting operations, to set-up, testing and commissioning.

You are also expected to take on the role of a mentor to your subordinates in their career and personal growth with the company.

Job Responsibilities

• Lead, mentor and oversee Operations Managers, Operations Executives, Patient Service Associates, Patient Care Associates for existing, new & redeveloped polyclinics.
• Provide guidance and oversight of daily clinic operations, including patient feedback management and staff performance to ensure seamless operations and consistent experience for NUP patients.
• Lead and drive initiatives under Service Transformation & Data Strategy workgroups, through collaboration with internal and external stakeholders/community partners.
• Develop and implement strategic and tactical plans to improve staff skillset and competency levels, retention rate, staff satisfaction and engagement score.
• Drive and exceed department KPIs in self-help and self-care aimed at improving the overall wellbeing of NUP patients/residents, leading to higher patient activation/empowerment.

Requirements

• At least 8-10 years of relevant experience in managerial and supervisory role, preferably in healthcare sector and/or operations management.
• Strong communication and interpersonal skills to effectively engage both internal and external stakeholders.
• Adaptable and able to multi-task and work well independently and in a team.
• Excellent planning, analytical and quantitative skills.
• Strong people skills with the ability to engage and work with all levels of staff across functional areas.
• Possess strategic thinking, project management and change management skillsets and experience.