Senior Executive / (Senior) Assistant Manager, Service Operations

Overview

To support the establishment of Outpatient Informatics within Service Operations and strengthen the use of systems and data in managing outpatient services. The role leads the adoption and effective utilisation of platforms such as EPIC, QMS, and NBS, and drives consolidation of reports into standardised dashboards. The aim is to enable data-driven clinic operations, improve patient flow and resource utilisation, and support consistent, informed decision making across outpatient clinics.

Job Responsibilities

You will be responsible for the following:

1. Support implementation, adoption, and compliance of systems used across SOCs.
2. Conduct regular clinic observations, workflow walk throughs, and system utilisation audits
3. Identify gaps in processes, system usage, and operational practices
4. Analyse operational data, queue metrics, and system reports to identify trends and improvement opportunities
5. Work with clinic teams to validate findings and propose practical improvements
6. Support pilots, rollouts, and enhancement initiatives for operational systems
7. Develop simple dashboards, summaries, and reports for Service Ops and leadership review
8. Support development of SOPs, job aids, and user guides related to systems and SOCs standardisation workflows
9. Facilitate basic user engagement, feedback collection, and issue tracking with relevant teams
10. Liaise with IT, vendors, and internal stakeholders on operational matters where required
11. Perform other operational improvement tasks as assigned

Requirements

• Bachelor’s degree from a recognised institution
• At least 1 – 2 years of relevant experience
• Proven ability to lead employee engagement initiatives in a fast-paced and multidisciplinary environment.
• Working experience in healthcare domain, or in clinical setting, understanding basic clinical terms, medical standards and jargons would be advantageous.
• Good data analysis skills using Excel, Python or similar tools preferred
• Computer literacy – MS Office
• Strategic thinker with a passion for healthcare excellence and employee engagement.
• Strong collaborator who can build relationships with clinical and non-clinical stakeholders.
• Creative and innovative approach to solving communication challenges in a complex organisation.
• Ability to manage multiple priorities in a fast-paced hospital setting.
• Empathy and cultural sensitivity, ensuring inclusive communication across diverse staff groups.