Assistant Manager / Senior Assistant Manager, Service Ops

National University Polyclinics; Singapore; On-site; SGD 50,000 - 84,000; Full time

Job summary

National University Hospital is seeking a capable Operations professional to join the Service Ops team. The role focuses on fostering a culture of service excellence and enhancing patient experience through data-driven initiatives and collaborative change management.

You will work closely with clinic and ward managers, translate patient feedback into actionable plans, and manage timelines to deliver improvements across hospital operations.

Qualifications

• Bachelor's degree
• 2–3 years of experience in an operations role, preferably within healthcare or customer service
• Familiarity with project management concepts
• Experience with, or willingness to learn change management principles
• Familiarity with using data to drive initiatives
• Proficiency in Microsoft Office Suite
• Excellent communication and interpersonal skills
• Enthusiasm for continuous learning and professional development in patient experience
• Demonstrated ability to work effectively in a team
• Attention to detail and ability to adapt quickly in a dynamic healthcare environment

Responsibilities

• Engage stakeholders such as clinic and ward managers, tapping insights from patient feedback and department data to identify areas of improvements
• Develop initiatives and design change management plans to improve patient experience
• Develop and manage timelines and ensure initiatives are integrated into daily operations
• Collaborate with stakeholders to ensure initiatives are well integrated into daily operations
• Monitor and evaluate the effectiveness of implemented initiatives, making data-driven recommendations for continuous improvement

Skills

Stakeholder management

Project management

Data-driven decision making

Communication

Team collaboration

Continuous learning

Attention to detail

Education

Bachelor's degree

Tools

Microsoft Office Suite

Job description

Job ID: 10402

Job Function: Administration

Institution: National University Hospital

Overview

This role is central to fostering a culture of service excellence and reinforcing the importance of 'Incredible Care' in a tertiary hospital setting. The individual, as part of Service Ops team, will work closely with various stakeholders, collaborate in joint initiatives, identify areas of improvement, and execute change management plans to enhance patient experience and satisfaction.

Job Responsibilities

1. Engage stakeholders such as clinic and ward managers etc, tap on insights from patient feedback and department operational data to:
   • a.Identify areas of improvements
   • b.Develop initiatives
   • c.Design and implement change management plans, in line with NUH Service Delivery System to improve patient experience
   • d.Develop and manage timelines
   • e.Collaborate with stakeholders to ensure initiatives are well integrated into daily operations
2. Monitor and evaluate the effectiveness of implemented initiatives, making data-driven recommendations for continuous improvement

Requirements

• Bachelor's degree
• 2-3 years of experience in an operations role, preferably within the healthcare sector or customer service setting.
• Familiarity and experience with project management concepts
• Experience with, or willingness to learn change management principles
• Familiarity with use of data to drive initiatives
• Proficiency in Microsoft Office Suite
• Excellent communication and interpersonal skills, with the ability to interact with various stakeholders
• Enthusiasm for continuous learning and professional development in the field of patient experience
• Demonstrated ability to work effectively in team environments.
• Attention to detail, ability to learn and adapt quickly in a dynamic healthcare environment.