Manager / Senior Manager, Service Academy

Overview
The Manager/Senior Manager, Service Academy supports the Head, Service Academy in driving the department’s strategic priorities, daily operations and cross-functional initiatives that strengthen service excellence, workforce capability and patient and caregiver experience across NUH. As a well-rounded departmental lead, the role provides oversight across training, service coaching, recognition, communications, governance, reporting and administrative operations, ensuring that team functions are coordinated, value-adding and aligned with the Academy’s mission of embedding Incredible Care into everyday practice.

Job Responsibilities
• Strategic and Operational Support to Head, Service Academy
o Assist the Head, Service Academy in translating departmental strategies into actionable workplans, initiatives and deliverables.
o Provide day-to-day operational leadership to ensure departmental priorities, timelines and service excellence initiatives are progressed effectively.
o Serve as a key support and escalation point for departmental matters, helping to resolve operational issues, align resources and maintain momentum across workstreams.

• Team Oversight and Functional Integration
o Oversee and coordinate the functions of team members across service training, on-ground coaching, rewards and recognition, e-learning, eDMs, events, procurement and administrative support.
o Guide and support team members in prioritising work, managing timelines, resolving challenges and strengthening the quality of outputs.
o Foster a collaborative, accountable and service-oriented team culture that encourages ownership, continuous improvement and cross-coverage when needed.

• Service Excellence Programme Management
o Monitor the progress and effectiveness of Service Academy initiatives, including WSQ service programmes, service coaching, service e-learning, service recognition and learning journeys.
o Work with respective role owners to ensure programmes are planned, executed, evaluated and refined in line with departmental objectives and operational needs.
o Identify opportunities to strengthen programme integration so that training, coaching, recognition and communication efforts reinforce one another.
o Support the development of new initiatives that enhance staff capability, professionalism, service mindset and consistency in patient and caregiver interactions.

• Stakeholder Engagement and Partnership
o Build and maintain strong working relationships with clinical, operational, administrative and corporate stakeholders to understand service needs and support targeted interventions.
o Partner department leaders, Reporting Officers and supervisors to support implementation of Service Academy initiatives and encourage participation from frontline teams.
o Collaborate with internal partners such as HR, L&D, Nursing and other support functions to align training, coaching and recognition initiatives with broader organisational priorities.
o Support external engagement where relevant, including cross-industry learning, and service excellence sharing platforms.

• Governance, Reporting and Performance Monitoring
o Oversee the tracking of departmental workplans, deliverables, dashboards and key performance indicators to support timely updates to the Head, Service Academy and relevant stakeholders.
o Review data and feedback from training evaluations, coaching observations, recognition activities and stakeholder engagement to identify trends, gaps and improvement opportunities.
o Ensure appropriate documentation, reporting discipline and audit readiness for key departmental processes, including SSG-related training records where applicable.

• Value Creation and Continuous Improvement
o Identify and implement opportunities to improve work processes, enhance operational efficiency and strengthen the department’s value proposition to NUH.
o Drive practical improvements in systems, templates, communication workflows, data tracking and stakeholder engagement to enable smoother team operations.
o Provide thought partnership to the Head, Service Academy by surfacing insights, risks, recommendations and new ideas that support service transformation.
o Contribute as a versatile, hands-on team player who can support different functional areas when required, ensuring continuity and resilience within the department.

• People Development and Culture Building
o Coach and guide team members to strengthen their professional confidence, service orientation, stakeholder management and execution capabilities.
o Promote a culture of shared accountability, constructive feedback, collaboration and continuous learning within the Service Academy.
o Role model professionalism, empathy, agility and problem-solving in interactions with team members, stakeholders, patients and caregivers where relevant.
o Support staff engagement and recognition efforts that motivate teams and reinforce desired service behaviours across NUH.

Requirements
• Bachelor’s degree preferably in Learning & Development or related field. Possess ACTA, DDLP certification would be an advantage
• At least 5 years of experience in managing a learning & development department.
• Strong project management and organisational skills, with the ability to manage multiple priorities.
• Excellent communication and interpersonal skills to engage stakeholders across levels.
• Passion for service excellence and recognition, with a keen eye for detail and quality.
• Ability to work independently while contributing to a collaborative team environment.
• Excellent communication, problem solving, presentation, negotiation and interpersonal skills