Head of Operations

Homage; Singapore; On-site; SGD 200,000 - 260,000; Full time

Job summary

Homage is seeking a Head of Operations to partner with the CEO and leadership team to strengthen and scale its care delivery operations across Singapore. The role oversees Service Coordination, Strategic Operations, Care Professional Operations and Engagement, with a focus on capacity, fulfilment, and NPS outcomes.

You will lead a senior operations function, drive continuous improvement, and work closely with cross-functional leaders to deliver scalable, high-quality care at pace.

Qualifications

• 10+ years of operating experience and senior leadership in growing organisations.
• Proven ability to scale operations across multiple functions and markets.
• Strong track record turning strategic priorities into executable operations roadmaps.
• Experience in healthcare, care services, or marketplace platforms is advantageous.

Responsibilities

• Lead Service Coordination, Strategic Operations, Care Professional Operations and Client & Care Professional Engagement.
• Build and scale a high-performing operating engine to meet demand and improve SLAs and quality.
• Develop leaders, establish KPIs, cadences and governance structures for scalability.
• Partner with product, engineering and BI to leverage data, automation and AI for performance.

Skills

Strategic leadership

Operations leadership

Cross-functional leadership

Data-driven decisions

Scaling operations

People management

Job description

Homage is a technology-enabled caregiving and disability support platform transforming how people access, manage and experience care.

Our mission is to enable older adults and people living with disabilities to access holistic, personalised care and live with grace, dignity and control. Through our technology, operating infrastructure and network of more than 30,000 qualified and trained Care Professionals, Homage connects individuals, families, healthcare institutions and community organisations with high-quality care at scale.

Operating across Singapore, Australia and Malaysia, Homage supports more than 100 healthcare and community enterprise partners and is backed by leading institutional investors including Temasek, Jungle Ventures and East Ventures.

As we enter our next phase of growth, we are looking for a Head of Operations to partner closely with our CEO and leadership team to strengthen and scale the operating engine behind Homage’s care delivery.

The Role

Reporting directly to the CEO, the Head of Operations will be a senior operating leader responsible for the performance, scalability and continuous improvement of our care delivery operations.

You will lead key functions across Service Coordination, Strategic Operations, Care Professional Operations, and Client & Care Professional Engagement, with accountability for four core outcomes:

• Building sufficient Care Professional capacity to meet current and future demand
• Improving forward assignment and fulfilment of care services
• Delivering consistently against operational SLAs, policies and service standards
• Improving Client and Care Professional experience, including NPS outcomes

Working closely with the CEO, Global Head of Finance and cross-functional leaders, you will translate company priorities into an executable operations roadmap and build the people, processes, technology and management systems required to deliver sustainably at scale.

This role requires both strategic leadership and hands-on operating depth. You should be comfortable setting direction, developing leaders and managing through outcomes, while being equally willing to work directly with teams and data when diagnosing new or complex operational challenges.

As the organisation evolves, there may be opportunities for the successful candidate to take on broader company-wide operating responsibilities based on demonstrated performance, organisational needs and scope.

What You’ll Own:

Care Professional Capacity & Activation

Build a reliable workforce engine that ensures Homage has sufficient qualified Care Professional capacity ahead of demand.

You will own Care Professional activation outcomes; develop strategies across our freelance, contracted, part-time and full-time workforce; strengthen acquisition-to-activation processes; identify workforce readiness bottlenecks; and establish forward-looking capacity planning.

You will also drive improvements in Care Professional productivity, utilisation, engagement and retention while maintaining high standards of care quality.

Drive reliable fulfilment of care by translating workforce capacity into effective deployment.

You will:

• Drive forward assignment and fulfilment performance across service lines
• Shift operations from reactive fulfilment towards proactive workforce planning
• Improve rostering, matching, scheduling and deployment
• Identify and resolve structural causes of fulfilment gaps
• Establish effective performance mechanisms and operating cadences
• Partner with Product, Engineering and Business Intelligence to improve fulfilment through technology, data and automation

Success means more care is assigned earlier, fulfilment becomes increasingly predictable, and operational effort reduces as Homage scales.

Operational Excellence

Build a disciplined operating organisation that consistently delivers against its commitments.

You will establish clear metrics, ownership, escalation mechanisms and operating reviews; ensure teams deliver against defined SLAs and service standards; and identify root causes behind recurring operational issues.

You will simplify and redesign processes where necessary, use data to drive continuous improvement, and partner with Clinical and other relevant functions to strengthen quality, safety and risk-management practices.

Client & Care Professional Experience

Ensure operational scale translates into a strong and reliable experience for both clients and Care Professionals.

You will contribute directly towards Homage’s Client and Care Professional NPS objectives, strengthen service reliability and responsiveness, and build mechanisms that translate feedback, complaints, escalations and frontline insights into measurable improvements.

You will ensure engagement teams have clear service standards, outcomes and escalation pathways, while building a culture where operational excellence translates into better care experiences.

Build a Scalable Operating Organisation

Lead and develop leaders across Homage’s core operating functions and create an organisation capable of performing effectively at greater scale.

You will:

• Establish clear accountability, KPIs and operating cadences
• Develop leaders who can independently own increasingly complex functions
• Build scalable processes that reduce reliance on constant senior intervention
• Determine where operating models should be standardised versus adapted for local markets
• Evolve organisational structures as functions and markets mature
• Partner with People & Culture on organisational design, workforce planning, performance and succession

Strategic & Cross-Functional Leadership

Beyond day-to-day operations, you will help solve high-priority company-wide challenges.

You will partner with leadership to translate strategic and financial objectives into operating priorities; lead selected cross-functional initiatives; bring structure to ambiguous problems; and support the design and scaling of new services, operating models and markets.

You will also partner closely with Product, Engineering and Business Intelligence to identify opportunities for technology, automation and AI to materially improve operational performance.

What We’re Looking For:

We are looking for an experienced operator who has successfully led complex, people-intensive operations through periods of growth and scale.

You should bring:

• 10+ years of relevant operating experience, including significant senior operations leadership experience
• Experience operating within a growth-stage or scale-up environment
• Demonstrated experience leading an organisation of meaningful scale, ideally 30+ employees through managers or functional leaders
• Proven ability to scale complex operations while improving performance, quality and efficiency
• Experience building management systems, processes and operating mechanisms that enable teams to perform without continuous direct oversight
• Strong track record translating company objectives into measurable operational outcomes
• Strong commercial, financial and analytical acumen
• Experience working across multiple markets, business units or service lines is preferred
• Experience partnering directly with founders, CEOs or executive leadership teams is strongly preferredExperience in healthcare, care services, marketplaces, workforce platforms, logistics, technology-enabled services or similarly operationally complex industries is advantageous

How You Lead

• You are a strategic operator who knows when to zoom out and when to zoom in. You can translate strategic and financial objectives into operating capabilities and roadmaps, but you are equally comfortable working directly with teams and data when a problem requires deeper diagnosis.
• You are outcome-oriented. You establish clear metrics and accountability, understand the underlying drivers of performance and focus on changing systems rather than simply increasing activity when outcomes fall short.
• You scale through people, processes and mechanisms. You understand that sustainable scale cannot depend on individual heroics. You build repeatable processes, management systems, operating cadences and strong leaders that make performance increasingly predictable.
• You also bring strong people leadership, structured problem-solving, cross-functional influence, high ownership and comfort with ambiguity. You are technology-forward and naturally look for opportunities to use data, automation and AI to improve operations.
• Above all, you maintain high standards for service quality, safety and client outcomes and connect strongly with Homage’s mission.

Why Join Homage

Homage is entering its next chapter: scaling a technology-enabled care platform capable of serving significantly more people across our markets.

As Head of Operations, you will play a central role in building the operating engine behind that growth. You will work directly with the CEO and executive leadership team, lead critical operating functions, and build the systems and leaders that allow Homage to scale without compromising the quality and humanity of care.

The role offers:

• Direct partnership with the CEO and executive leadership team
• Regional remit across Singapore, Australia and Malaysia
• Significant ownership of Homage’s core care-delivery operations
• Opportunity to build an operating organisation for our next stage of growth
• Significant scope to apply technology, automation and AI to care operations
• Mission-driven work with measurable social impact
• Backing from leading institutional investors

For an exceptional leader who demonstrates the ability to successfully take on increasingly broad company-level operating responsibilities, the role may provide a pathway towards broader executive leadership, including potential future consideration for a Chief Operating Officer remit, subject to performance, organisational requirements and the evolution of the role.