Assistant Manager, Integrated Care (Clementi)

We are looking for an Assistant Manager, Integrated Care, to join the team.

The Assistant Manager, Integrated Care, will play a crucial role in leading the redesign of SLEC’s care and service experience to enhance service delivery, care environments, and client interactions within SLEC’s care ecosystem. This role bridges service design, spatial design, and technology integration to create seamless, accessible, and empowering experiences for our care recipients, caregivers and colleagues.

Expected Outcomes include:

1. Enhanced care experiences in terms of efficiency, accessibility and elder satisfaction
2. Improved workflows to enhance service delivery
3. Elder-friendly spaces to promote independent living, comfort and dignity
4. Tech-enabled care to enhance user experiences
5. Sustainable innovation that delivers practical, scalable and impactful results

Job Responsibilities:

1. Service Design & Experience Optimization
   1. Lead the end-to-end redesign of SLEC’s services, ensuring that they are efficient, accessible and user-friendly.
   2. Conduct user research with elders, caregivers and colleagues to identify pain points, needs and opportunities for improvement.
   3. Create user journey maps, service blueprints and prototypes to visualize and test new or refined service concepts.
   4. Collaborate with multidisciplinary teams to streamline workflows, touchpoints and user interactions.
   5. Ensure the integration of technology and physical space to enhance the overall care experience.
2. Spatial & Environmental Design for Care Settings
   1. Apply design thinking principles to the design of SLEC’s care and service environments, ensuring that they promote safety, comfort and independence of the elders.
   2. Work closely with the facility team and architect to optimise layouts, furniture and sensory experiences.
   3. Improve wayfinding, ergonomics, and accessibility to create inclusive, user-friendly spaces for the elders.
3. Technology & Digital Integration
   1. Identify opportunities to integrate smart living solutions, assistive technologies, and digital platforms into SLEC’s services.
   2. Ensure digital tools and systems are intuitive, user-friendly, and accessible to both elders and caregivers.
   3. Collaborate with internal teams and technology partners to align solutions with user needs.
4. Cross-functional Collaboration & Change Leadership
   1. Work with leadership, healthcare professionals, caregivers, operations staff to co-design and implement solutions.
   2. Facilitate co-design workshops and ideation sessions with relevant stakeholders and end-users.
   3. Promote design thinking and elder-centred approaches across the organisation.
   4. Support change management efforts, ensuring new designs are practical, scalable, and sustainable.

Job Requirements:

1. Education and Credentials
   1. Bachelor's degree in design-related fields, e.g. Industrial Design, Service Design.
   2. Master’s degree specializing in healthcare design or gerontology would be advantageous.
2. Professional Experience & Competencies
   1. Expertise in UI/UX design, applied to service design, spatial design, and care experiences.
   2. Proven track record of conducting user/ qualitative research (interviews, observations, journey mapping) and translate findings into actionable design solutions.
   3. Experience in service design to refine service workflows within complex care ecosystems.
   4. Capability to navigate complex care ecosystems, ensuring digital, physical, and service touchpoints are well-integrated.
   5. Experience working with cross-functional teams, including healthcare professionals, architects, and technology providers.
   6. Ability to visualise concepts, develop prototypes, and iterate based on feedback from the relevant stakeholders.
   7. Exposure to healthcare or community care experience would be valuable.
3. Knowledge
   1. Understanding of Singapore’s healthcare system and community care landscape
   2. Familiarity with healthcare policies and regulations
   3. Strong understanding of eldercare/ healthcare sector, and SLEC’s business units, operations, and interdependencies; and ability to navigate SLEC’s corporate and service departments, influence across the organization and build commitment
4. Personal Qualities
   1. Proactive and self-motivated
   2. Detail-oriented with strong organizational skills
   3. Adaptable and able to work in a dynamic environment