Snr Operations Lead - Healthcare (Contract)

Role Overview
We are seeking an experienced and driven Senior Operations Lead to lead the day-to-day operations of Singapore's National Billing System.

This senior role sits at the intersection of healthcare operations, technology, and stakeholder management, requiring a seasoned leader who can balance strategic thinking with hands-on operational oversight.

Key Responsibilities

Operational Management

. Lead day-to-day operations of the National Billing System, ensuring efficient and accurate billing processes across all healthcare settings.

. Settings include: acute inpatient, outpatient, polyclinic, day surgery, emergency department, and more.

Team Leadership

. Manage and mentor a team of professionals, fostering a collaborative and high-performance culture.

. Ensure the team is equipped with the necessary skills and resources to meet operational goals.

Stakeholder Engagement

. Collaborate with healthcare institutions and other stakeholders to ensure alignment and smooth integration of billing processes.

. Conduct regular meetings to provide updates and gather feedback from all stakeholder groups.

Process Improvement

. Identify opportunities for process optimisation and implement changes to enhance efficiency and accuracy.

. Utilise data-driven approaches to monitor performance and drive continuous improvement initiatives.

Risk Management

. Proactively identify and mitigate risks associated with billing operations.

. Develop and implement strategies to address potential issues and ensure compliance with regulatory requirements.

Project Management

. Oversee the implementation of new initiatives and system upgrades within the billing programme.

. Ensure projects are delivered on time, within scope, and budget.

Reporting & Analytics

. Develop and maintain comprehensive reporting systems to track operational performance.

Provide regular updates to senior management and key stakeholders.

Qualifications & Experience

Education
Bachelor's degree in IT, Healthcare Administration, Business Management, or a related field. Advanced degree preferred.

Experience
Minimum 10-15 years of experience in healthcare operations, with a focus on billing systems and financial management. Proven track record in leading large-scale programmes and managing cross-functional teams.

Skills
Strong leadership and communication skills. Proficiency in project management and process improvement methodologies. Ability to analyse complex data and make informed decisions.

Knowledge
In-depth understanding of healthcare billing processes, regulatory requirements, and financial systems. Familiarity with SAP BRIM (Hybris) solution stack and SAP S/4HANA is a plus.

Attributes
Must be a self-starter with a strong sense of urgency to respond to production issues promptly and effectively. Comfortable working under pressure and managing multiple concurrent priorities.

Must-Have Skills
1. 10-15 years in an operations, service delivery, or incident management role.

2. Proven experience managing and closing high volumes of tickets across tools like JIRA, ServiceNow, SCCD, or similar platforms.

3. Strong analytical and organisational skills with keen attention to operational detail.

4. Excellent verbal and written communication skills, effective across all stakeholder levels.

5. Ability to work independently and drive accountability across teams - from incident response through to complete resolution.

6. Familiarity with service management frameworks (e.g. ITIL) is a plus.

Comfortable working under pressure and managing multiple competing priorities simultaneously.