The Cluster Manager is both a manager as well as a leader and shall conduct himself/herself as a strong ambassador of the NTUC Health corporate values at all times.
The Cluster Manager manages a cluster of day care centres and is responsible for the sustainable and continued growth of the business and people through
- growth in number of clients (reach), revenue, profit and productivity
- positive client and caregiver experience via effective delivery of our model of care
- engaged, motivated and competent staff
This must be achieved within the policies and practices of NTUC Health, NTUC Enterprise and the relevant authorities.
In addition to being directly responsible for the Community Care Managers(CCM) within the cluster, the Cluster Manager is also an integral member of the Day Care HQ team and works with the NTUC Health HQ corporate functions and external partners to develop and implement plans to achieve long term centre objectives.
This role is ideal for a candidate who has the potential and dedication to developing himself/herself personally and professionally so as to contribute to NTUC Health's purpose and vision.
Job Responsibilities
Operations
- Ensure coverage of the CCM's role at the centre in their absence temporarily, when needed
- Establish and enforce Standard Operating Procedures (SOP) and/or work processes
- Secure compliance to policies and compliance of NTUC health, NTUC Enterprise and the relevant authorities
- Analyse performance and act on challenges and opportunities to exceed goals
- Improve productivity by improving processes, equipment, and staff capabilities (operational excellence)
- Assist in the introduction and implementation of new services, programmes, equipment, initiatives and systems
- Represent the BU (BU Lead) to coordinate activities between the BU and corporate office in one or more functions
Quality of Care
- Ensure that the standards of cluster's day-to-day operations are being met as per SOP and service agreements - in the area of meals, transport arrangements, medication preparations, centre facilities, clients activities and programs, procedures and safety
- Ensure incident reports are reviewed and if required, to consult the Nurse Clinician. Root Cause Analysis (RCA) is to be conducted if required and escalated to the relevant internal partners (i.e. HR and RO, if required)
- Oversee and support CCMs in the management of incidents and conflicts, be involved in mediation where necessary
Customer Satisfaction
- Ensure NTUC Health SCC's model of care is experienced and appreciated by clients and caregivers
- Assist and facilitate inter-cluster/cross-agency/discipline collaborations where necessary
- Review and propose enhanced services through value adding processes (e.g. projects, events, external partnership).
- Secure a positive customer journey for clients and caregivers in all touchpoints
People Management and Development
- Ensure a strong and positive Just Culture and Leadership Culture in all centres
- Secure a strong development and succession plan within the cluster, supported by relevant development plans and talent mapping
- Formulate training plan of CCMs to upgrade their competencies and capabilities aligned to organisational needs
- Support the interviews, assessments and selection of suitable candidates. This includes participation in job fairs for recruitment.
Client (Reach), Revenue, Profit and Productivity Growth
- Responsible for the overall performance of the cluster according to set objectives and goals
- Supervise the implementation of investment plans for each centre.
Additional Responsibilities
- To support the Head of Day Care in the on-going development of the day care service. Implementation of new initiatives and practice development, pilot projects/monitor/audit and introduction into mainstream service delivery. Participate in the strategic planning of NTUC Health Senior Day Care Service.
Qualifications
- Degree in Business Management / Nursing / Pharmacy / Therapy / Social Work or other relevant fields.
- 3 to 5 years experience in leadership and management
- Team player with strong internal and external customer focus.
- Matured individual to work independently and is proactive in following-up
- Excellent communication (written and verbal) and negotiation skills
- Excellent organisational, leadership, and people management skills
- Innovative problem solver with strong people development mindset
- Enjoy working in elderly setting
