Job Description

(1) Service operations

Rationalize and manage support services coverage and provision in a cost-efficient way for back of house service operations including but not limiting to the following:
Linen Inventory and laundry services
Kitchen operations and food services
Inventory Management of medical consumables, sundries, equipment etc
Environmental Hygiene and Housekeeping
Landscaping and ground maintenance
Establish clear service agreements outlining scope, cost and responsibilities. Work with stakeholders to monitor and manage the quality of outsourced services.

(2) Operation Excellence

Conceptualise and implement frameworks that support operational excellence across company services.
Develop, review and implement sustainable operational standards, SOPs and programmes.
Identify and execute opportunities for improving operational efficiency and productivity in operations.
Collaborate with clinical leads and centre managers to ensure smooth operations that meets regulatory and licensing standards.
Drive initiatives and collaboration to reduce waste and improve client service and staff productivity.
Drive initiatives and collaboration to create value for customers and Organisation. Work with relevant taskforces/workgroups to devise and establish plans, workflows for emergency preparedness, haze management, business continuity management and infectious diseases outbreak management etc.
Participate in the workplace health safety and emergency preparedness efforts.
Contribute to care and service innovation by supporting new models of care and collaboration with stakeholders.

(3) Service Quality and Customer feedback management

Develop and implement service quality initiatives in collaboration with stakeholders to build a strong service culture and enhance customer satisfaction. Oversee customer feedback management, ensuring timely response and closure of issues in collaboration with stakeholders.
Lead efforts to identify and address service quality gaps and drive continuous improvement in service delivery.
Monitor and report on service quality performance.

(4) Operating Environment and Technology

Ensure that the operating environment is conducive, safe, and compliant with all regulatory, infection control, and safety standards, supporting high-quality care for customers and a positive work environment for staff.
Collaborate with stakeholders to ensure alignment of physical infrastructure, equipment, and IT systems with operational, clinical, and service delivery needs.
Oversee the planning, procurement, deployment, and readiness of equipment and systems to support seamless operations and service excellence.
Provide operational input into space planning, renovations, and environmental improvement projects to maintain a safe, efficient, and resident-centric setting.
Partners with IT and relevant stakeholders plan, implement, and integrate technological systems that enhance workflow efficiency, communication, data management, and service tracking, e.g NOK Apps
Support the exploration and adoption of smart and assistive technologies that improve customer experience, enhance staff productivity, and provide operational insights.

(5) Projects - Lead, coordinate and monitor a variety of projects including:

Operational process reviews
Service quality improvement
Responsible for the operational readiness planning of new facilities and services. For new facilities: o Consolidate, coordinate, and getting ready back of house services to meet operational readiness timeline o responsible for the daily operations including budgeting, review of operational workflows, data analytics, training and overall performance.

(6) Budget Management and Reports

Support the HOD in planning and managing P&L budgets, ensuring effective cost control and resource allocation in line with organisational priorities.
Monitor expenditure across operational functions and identify opportunities for cost efficiency and value creation.
Review financial performance regularly, analyse variances and implement improvement plans.
Prepare and submit monthly reports on budget performance, key operations metrics and progress of assigned initiatives and projects.
Provide data-driven insights to inform strategic and operational decision-making.

(7) Others

Prepare and submit monthly reports on projects and key areas of responsibilities. Undertake other duties and responsibilities as assigned by the reporting officer from time to time.
Assist in preparation of event venue as and when the need arises.

Requirement:

Min Bachelor's Degree in Business Administration / Healthcare Management
At least 8 years in managing operations with supervisory experience.
Experience in leading teams, handling customer feedback and planning with quality experience.
Candidate with relevant work experience in healthcare have an advantage.

All qualified candidates please send your resume to [Confidential Information]

Anna Chen jiaxin
CEI No: R25157621
Recruit Express Pte Ltd
EA License: 99C4599