About the Company

RafflesMedicalGroup (RMG) is the largest home-grown private healthcare provider in the region, started in 1976 in Singapore as a two-clinic operation but today, serves patients in five countries, 14 cities. We are a Multidisciplinary Medical Group listed on the Singapore Stock Exchange and operate over 100 medical facilities across 14 major cities. It is the only private medical provider in Singapore that owns and operates a fully integrated healthcare organization comprising a tertiary hospital, a network of family medicine and dental clinics, insurance services, Japanese and Traditional Chinese Medicine clinics, Raffles Healthy Longevity Centre and a consumer healthcare division. Raffles Hospital is the flagship of Raffles Medical Group. Our China footprint has expanded with the opening of our Chongqing, Beijing and Shanghai Hospitals.

Role Overview

The Application Assistant Manager (Insurance, TPA & Coverage Systems) is responsible for ensuring stable, compliant, and highquality operational support for insurance, TPA claims, coverage, and medilimit systems. He/She oversees incident resolution, service performance, and operational governance for insurancerelated applications and workflows, working closely with TPAs, insurers, business operations, vendors, and IT teams. The role ensures systems and processes support accurate claims processing, coverage validation, regulatory compliance, and timely service delivery.

Key Responsibilities:

1) Operations and Service Management

Coordinate incident and major incident resolution with technical teams and stakeholders.
Support problem management activities to reduce recurring incidents.
Monitor SLA / KPI performance and recommend corrective actions. Lead and deliver business within the insurance industry, ensuring high quality execution and string client satisfaction.
Prepare operational dashboards, reports, and service review materials.
Provide clear status, risks and progress reporting to leadership. Lead business analysis on internal client engagements. Including requirement gathering, current-state assessment, gap analysis, and solution design.
Standardise support documentation, processes, and reporting across countries or business units.
Monitor resource capacity, utilisation, attrition risks, and escalation needs.
Conduct regular operational reviews with internal team members and internal stakeholders.
Ensure smooth knowledge transfer during project handover, system transition, or support onboarding.
Track outsourced support deliverables, risks, and performance against contracts / SLAs.

2) Service Improvement and Strategy

Support execution of application support strategy, roadmap, and transformation initiatives.
Identify opportunities to improve support processes, service quality, and user experience.
Drive automation, monitoring, and efficiency improvement initiatives.
Recommend best practices for operational excellence.

3) Release Change, Performance and Availability

Coordinate readiness checks before production deployment.
Support release and migration activities into production environments.
Monitor system performance and availability trends; escalate risks proactively.
Ensure adherence to change management and release governance processes.
Recommend improvements to system resilience and stability.

4) People and Leadership

Supervise support teams on daily operations.
Provide performance feedback to team members.
Assist manager in manpower planning, workload balancing, and resource optimisation.
Planning of cross-skill training.

5) People and Leadership

Support readiness for internal audits, external audits, and regulatory reviews.
Track completion of patching, vulnerability remediation, access reviews, and control attestations.
Ensure timely submission of mandatory reports, evidence, and regulatory deliverables.
Coordinate remediation of audit findings, control gaps, and compliance issues.
Ensure systems operate in accordance with internal policies, security standards, and regulatory requirements.
Drive early escalation on performance, reliability, and security risks.

Requirements:

Diploma/Degree in Computer/Computer Science or Information Technology or equivalent
At least 3-5 years of experience in application support
Knowledge and experience in application modernization, source code refactoring, application frameworks, application testing and Healthcare related projects is advantageous
Understanding of the distributed systems, APIs and technical knowledge in insurance, TPA & healthcare system will be an advantage
Strong analytical, coordination, and communication skills (written and verbal), and the ability to manage multiple tasks simultaneously
Strong analytical and troubleshooting skills with a proactive approach to issue resolution
Self-driven, strong team player who is proactive, quality-conscious, and results-oriented
May be required to travel regionally for project support, stakeholder meetings, and knowledge transfer.

IT Application Assistant Manager, Insurance & TPA