The Assistant Manager, Non-Emergency Operations is responsible for the management and coordination of backend operational support and client management functions for the Non-Emergency Ambulance Services (Non-E) portfolio.
The role oversees Controllers, Event Operations, Deployment and Administration, while serving as a key operational liaison for clients and internal stakeholders.
The Assistant Manager works closely with the Operations Manager, who focuses primarily on manpower, crews, vehicles and ground operational execution.
Job Description:
1. Backend Operations Management
- Oversee the day-to-day functioning of the Non-E backend operations team.
- Coordinate between Controllers, Event Operations, Deployment, Administration and ground Operations.
- Ensure operational and administrative matters are followed through and closed within required timelines.
- Review workflows, SOPs and processes to improve operational efficiency.
- Escalate ground operational matters to the Operations Manager where required.
2. Client Management
- Serve as a key operational liaison for all Non-E clients, including healthcare institutions, government agencies, corporate clients, event organisers and other contracted or ad-hoc clients.
- Maintain strong working relationships with client stakeholders.
- Handle escalated client queries, complaints and service-related issues.
- Facilitate complex or exceptional service requests.
- Coordinate responses to service delays, availability issues and operational concerns.
- Attend client meetings and service reviews where required.
- Ensure client-specific workflows, requirements and agreed arrangements are properly documented and communicated.
- Monitor service standards and contractual KPIs.
- Identify recurring service issues and coordinate service improvement initiatives.
3. Controller Management
- Supervise and provide guidance to the Non-E Controllers.
- Ensure compliance with booking, dispatch, communication and escalation procedures.
- Monitor booking accuracy, response timelines and case documentation.
- Review recurring Controller errors and implement corrective measures.
- Ensure proper shift handovers and follow-up of outstanding cases.
- Support coaching and performance management of Controllers.
4. Event Operations Oversight
- Oversee the Event Operations function supported by 3 Event Executives.
- Ensure event requirements are properly captured and translated into operational deployment requirements.
- Review upcoming events, resource requirements and operational arrangements.
- Handle escalated event client matters and significant changes.
- Coordinate with Deployment and the Operations Manager on manpower, ambulance and operational requirements.
- Review event-related service issues, complaints and post-event follow-up.
5. Deployment Oversight
- Oversee the Deployment Executive and deployment planning process.
- Ensure planned deployments are accurately documented and communicated.
- Monitor manpower and vehicle requirements against upcoming commitments.
- Coordinate changes, extensions and cancellations.
- Highlight potential resource constraints to the Operations Manager.
6. Complaints and Incident Management
- Coordinate investigation and documentation of operational incidents and complaints.
- Obtain and review incident statements from staff, witnesses and relevant parties.
- Compile supporting records and establish incident timelines.
- Prepare incident and complaint summaries for management review.
- Coordinate client responses and follow-up actions.
- Maintain incident and complaint trackers through to closure.
- Identify recurring issues and recommend corrective actions.
7. Workplace Incident and WICA Documentation
- Coordinate preparation of operational documentation required for workplace incidents and WICA claims.
- Obtain employee, supervisor and witness statements where required.
- Compile relevant rosters, attendance records, jobsheets and deployment records.
- Collate medical certificates, light-duty documents, receipts and other supporting records where applicable.
- Follow up on outstanding documentation with employees and relevant stakeholders.
- Coordinate with HR on WICA documentation requirements and case follow-up.
8. Administrative and Jobsheet Verification Oversight
- Oversee the Admin Executive in supporting the administrative requirements of Non-E Operations.
- Ensure jobsheets and supporting operational documents are verified accurately and within required billing timelines.
- Review escalated discrepancies involving service timings, waiting time, cancellations, extensions and additional resources.
- Coordinate clarification with Controllers, crews, clients and Finance where required.
- Ensure proper filing and maintenance of operational records.
- Support preparation of documentation required for billing, audits, tenders and client requirements.
9. Quotation and Invoice Clarification
- Clarify operational requirements for quotations.
- Support clarification of manpower, ambulance, equipment and service requirements.
- Review operational discrepancies relating to invoices.
- Coordinate supporting documentation for billing clarification.
- Liaise with Finance and relevant stakeholders on operational aspects of billing.
10. Vehicle Documentation Oversight
- Maintain oversight of documentation relating to the Non-E vehicle fleet.
- Monitor road tax, insurance, inspection, maintenance, servicing, licensing and other relevant records.
- Ensure appropriate trackers are maintained and upcoming expiries are highlighted.
- Coordinate with Fleet and the Operations Manager on documentation requirements.
- Ensure vehicle records are readily available for audits, tenders and client requirements.
11. KPI, Reporting and Documentation
- Monitor contractual KPIs and service standards.
- Review potential KPI failures and coordinate supporting documentation.
- Maintain oversight of operational, client, complaint, incident and performance trackers.
- Coordinate management reports and service performance updates.
- Ensure important client agreements, exceptions and operational decisions are properly documented.
12. Team Leadership and Process Improvement
- Provide day-to-day leadership and direction to the backend operations team.
- Assign priorities and monitor completion of work.
- Coach and develop team members.
- Review work quality and operational performance.
- Identify workflow gaps and implement process improvements.
- Improve coordination between clients, backend teams and ground Operations.
Requirements:
- Diploma or Degree in Operations Management, Business Administration, Healthcare, Logistics or related discipline.
- Relevant operations or supervisory experience.
- Experience in healthcare, ambulance, transport, logistics or service operations preferred.
- Strong organisational, communication and stakeholder-management skills.
- Able to manage multiple clients and operational priorities.
- Strong documentation and follow-up skills.
- Able to handle complaints and escalated operational matters professionally.
- Good analytical and problem-solving ability.
- Proficient in Microsoft Office applications.
