Senior/ Assistant Manager, Inpatient Operations

Overview

The incumbent is responsible for leading and supporting ward-based operations, patient service and operational support functions. This includes the management of frontline operational teams, patient service workflows, service feedback management, resource deployment and service coordination to ensure safe, efficient and patient-centred operations.

The role supports the development and implementation of digital-enabled workflows, workforce transformation initiatives and service improvement projects to strengthen service delivery, manpower optimisation and operational responsiveness. The incumbent works closely with nursing, clinical, corporate and support service stakeholders to drive operational excellence, productivity improvement, service transformation and patient experience outcomes.

Responsibilities

• Support and oversee assigned inpatient operational services, ensuring effective daily operations, service feedback management and timely issue resolution.

• Coordinate workflows across frontline teams and relevant stakeholders to support patient flow, operational responsiveness and continuity of service.

• Ensure compliance with relevant policies, procedures, safety requirements and workplace organisation standards.

• Communicate operational updates, workflow changes and service requirements clearly to staff and stakeholders.  

• Collaborate with nursing, clinical, corporate and support service stakeholders to improve service delivery and operational outcomes.

• Plan and manage staff deployment, rosters and manpower coverage for assigned operational teams, where applicable.

• Provide coaching, guidance and performance feedback to staff to uphold service and operational standards

• Support onboarding, competency development, cross-training and role expansion to build workforce capability and flexibility.

• Engage staff and support change management associated with new workflows, digital tools and operating models.

• Foster a culture of accountability, teamwork, service excellence and continuous improvement.

• Lead or support service redesign, workflow standardisation, digitalisation, automation and manpower optimisation initiatives.

• Collect, analyse and present operational, productivity and service performance data to support decision-making and improvement

• Develop, review and update workflows, policies, procedures, work instructions and training materials.

• Coordinate assigned projects, track deliverables and work with stakeholders to achieve agreed outcomes.

• Apply continuous improvement approaches to enhance patient experience, staff productivity and operational efficiency.

• Support the development, implementation and monitoring of departmental workplans, service initiatives and performance indicators.

• Ensure accurate and timely submission of operational reports and maintain relevant documentation and records.

• Support departmental risk management, business continuity, emergency preparedness and audit requirements.

• Participate in corporate, campus and community outreach activities as required.

• Contribute to organisational initiatives, cross-functional projects and committees when appointed.

• Undertake any other duties or assignments as directed by the Reporting Officer or Division Head.

Requirements

• Degree in any discipline, preferably in healthcare, business, operations or a service-related field.

• Relevant experience in healthcare operations, hospitality, retail or other service-oriented environment.

• Supervisory or project leadership experience is preferred.

• Strong communication, stakeholder engagement, interpersonal, analytical and problem-solving skills.

• Interest or experience in service improvement, workforce optimisation, digital workflows or transformation projects will be advantageous.