Assistant Director (Group Hospitality)

At JurongHealth Campus, we believe that our patients are the focus of our work and we render the best care and service to them. We are changing the face of public healthcare and carving out new paths to improve our processes and services. We value our team’s contributions and ensure that our staff are competitively rewarded and supported.

Join us, where we place the value of every staff member and the care of every patient at the centre of all we do.

Overview

The incumbent is responsible for managing service contracts and all related planning, coordination, budgeting, staffing and administration of daily institution operations together with his/ her team members in the institution. He/ She will also be responsible for overall patient satisfaction of Group Hospitality (GH) at the institution level.

He/ She is accountable to the Head, Group Hospitality for proper contract management and execution at the institutional level.

He/ She will deputise the Reporting Officer and cover the duties in his/her absence when required.

Responsibilities:

1. Contract Compliance and Execution

• Ensure contract management and administration are fully compliant with contract terms and conditions, as well as NUHS Contract Management Policy and Audit Compliance
• Analyse all requirements and provisions in contracts, including terms and conditions to work with vendor on implementation and compliance
• Ensure that signed contracts are communicated to all relevant stakeholders and team members to facilitate contract execution
• Supervise the team to work with vendors on resource planning and demand management

2. Vendors’ Performance Checking & Validation

• Conduct workforce qualifications/ competency assessment before allowing deployed vendor staff to work in certain critical areas in hospital
• Work with the team members to provide a comprehensive assessment of contract and operational risks
• Flag up the high risks to Head, Group Hospitality for management and mitigation 
• Ensure all services rendered by the vendors meet the service standards set in the KPIs and users’ expectation
• Ensure team members complete the contract checklists when verifying the contract and vendor performance monthly
• Escalate issues to Head, Group Hospitality based on the NUHS incident reporting protocol
• Work with Central Leads of the respective services e.g. Housekeeping, Portering to ensure reports of vendor performance across sites are auto generated from source data independently (without human intervention)
• Work with team members to conduct sampling check on the accuracy of contract KPIs that are compiled manually at institutions monthly

3. Daily Operations

• Provide leadership and guidance to the team to oversee daily operations, user department requests and troubleshoot issues with vendor (if any)
• Ensure that team members raise PRs/ POs timely for the procurement of institution specific purchases in accordance with NUHS Procurement Policy
• Ensure vendor is compliant with Workplace Safety regulations and work towards a long-term system for resolution of any safety lapses.
• Ensure Business Continuity Plan (BCP) is in place with drills being planned and validated annually
• Ensure BCP is relevant with changing organization and manpower requirements
• Work with team members to put in place in-house systems (e.g. linen) (if applicable)
• Ensure fixed assets are tracked and maintained according to maintenance plan (e.g. patient trolleys, wheelchairs, food trolleys)

4. Payments / LDs

• Ensure that contracts are executed accordingly, all KPIs are verified, with contract checklists completed and supporting documents verified by team members before signing off the payment.
• Work with the team to ensure LDs are imposed for non-performance

5. Knowledge Management Repository

• Maintain a system of good documentation (e.g. records of all contracts, records, reports, documentation, minutes of meeting)

6. Annual Budget Planning

• Project, track and oversee that budget planning and utilisation for assigned services. Highlight any risks, when not meeting the budget plan.
• Coordinate with Finance to ensure correct billing according to contractual obligations 

7. Project Management

• Lead or participate in assigned projects and tasks assigned by Head, Group Hospitality.

8. Central Lead for GH Services

• To work closely with Portfolio Lead, Group Hospitality and Head, Group Hospitality in building clear accountability, expectations and deliverables for the team in the assigned services.
  • Clear end-to-end expectations on contract management which include the pre-signing responsibilities of the Contract Owners, and the post-signing responsibilities which broadly covers Contract Monitoring (e.g. Service level monitoring), Escalation of Contract Errors, Non-Compliances, Claims and Disputes, Legal Disputes, Contract Review (e.g. Supplier performance assessment, Exercising of option years etc.) and Retention.
  • Work with the group contract management lead and institution team members to develop, negotiate, manage and maintain the assigned service contracts for AH, NUH, NTFGH, JCH, JMC and NUP.
  • Serve as a subject matter expert and provide guidance on contract matters to contract management lead and institution team members, including training of new contract managers and other employees in contract management practices and procedures.
  • To develop, harmonise and execute SOPs and policies to help maintain best practices, provide a baseline for accountability expectations, and protect against legal, regulatory, and liability issues.
  • To review SOPs and Policies together with the contract management lead and to ensure they are relevant and effective
  • Monitor compliance by Group Hospitality staff, stakeholders and service partners quarterly with established procedures / checklist.
  • Standardise reporting to NUHS management across all institutions – what to report, how to report, when to report.
  • Review and establish BCPs of assigned services
  • Develop and monitor Operational Risk Matrices of assigned services
  • Conduct CSA Review for assigned services
  • Lead initiatives to achieve long term Group Hospitality vision on cost containment, operation sustainability and green efforts.  

Requirements:

• A recognized Bachelor’s Degree with at least 8 years of leadership experience
• Proven record of good leadership and project management
• Experience in contract management in healthcare or hospitality setting
• Good team player
• Good writing, communication skills and strong personal interpersonal skills