Manager / Senior Manager, Service Academy

National University Hospital; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

National University Hospital in Singapore seeks a Manager/Senior Manager, Service Academy to lead strategic priorities and daily operations, aligning training, service coaching, recognition, communications and governance with the Academy’s mission to embed Incredible Care in everyday practice.

You will oversee program delivery, stakeholder engagement across clinical and administrative teams, monitor governance and reporting, and drive continuous improvement to strengthen patient and caregiver

Qualifications

• Bachelor’s degree in Learning & Development or related field.
• ACTA certification would be an advantage.
• DDLP certification would be an advantage.
• Strong project management and organisational skills.

Responsibilities

• Strategic and Operational Support to Head, Service Academy.
• Translate departmental strategies into actionable workplans and deliverables.
• Provide day-to-day operational leadership to progress service excellence initiatives.
• Oversee team functions across training, coaching, recognition, and administration.
• Foster collaborative, accountable team culture and cross-coverage when needed.
• Monitor and report on initiatives, ensuring alignment with departmental objectives.

Skills

Project management

Stakeholder engagement

Communication

Interpersonal skills

Organisational skills

Education

Bachelor’s degree in Learning & Development or related field

ACTA

DDLP certification

Tools

MS Office

Job description

Overview

The Manager/Senior Manager, Service Academy supports the Head, Service Academy in driving the department’s strategic priorities, daily operations and cross-functional initiatives that strengthen service excellence, workforce capability and patient and caregiver experience across NUH. As a well-rounded departmental lead, the role provides oversight across training, service coaching, recognition, communications, governance, reporting and administrative operations, ensuring that team functions are coordinated, value-adding and aligned with the Academy’s mission of embedding Incredible Care into everyday practice.

Overview

The Manager/Senior Manager, Service Academy supports the Head, Service Academy in driving the department’s strategic priorities, daily operations and cross-functional initiatives that strengthen service excellence, workforce capability and patient and caregiver experience across NUH. As a well-rounded departmental lead, the role provides oversight across training, service coaching, recognition, communications, governance, reporting and administrative operations, ensuring that team functions are coordinated, value-adding and aligned with the Academy’s mission of embedding Incredible Care into everyday practice.

Job Responsibilities

• Strategic and Operational Support to Head, Service Academy
• Assist the Head, Service Academy in translating departmental strategies into actionable workplans, initiatives and deliverables.
• Provide day-to-day operational leadership to ensure departmental priorities, timelines and service excellence initiatives are progressed effectively.
• Serve as a key support and escalation point for departmental matters, helping to resolve operational issues, align resources and maintain momentum across workstreams.
• Team Oversight and Functional Integration
• Oversee and coordinate the functions of team members across service training, on-ground coaching, rewards and recognition, e-learning, eDMs, events, procurement and administrative support.
• Guide and support team members in prioritising work, managing timelines, resolving challenges and strengthening the quality of outputs.
• Foster a collaborative, accountable and service-oriented team culture that encourages ownership, continuous improvement and cross-coverage when needed.
• Service Excellence Programme Management
• Monitor the progress and effectiveness of Service Academy initiatives, including WSQ service programmes, service coaching, service e-learning, service recognition and learning journeys.
• Work with respective role owners to ensure programmes are planned, executed, evaluated and refined in line with departmental objectives and operational needs.
• Identify opportunities to strengthen programme integration so that training, coaching, recognition and communication efforts reinforce one another.
• Support the development of new initiatives that enhance staff capability, professionalism, service mindset and consistency in patient and caregiver interactions.
• Stakeholder Engagement and Partnership
• Build and maintain strong working relationships with clinical, operational, administrative and corporate stakeholders to understand service needs and support targeted interventions.
• Partner department leaders, Reporting Officers and supervisors to support implementation of Service Academy initiatives and encourage participation from frontline teams.
• Collaborate with internal partners such as HR, L&D, Nursing and other support functions to align training, coaching and recognition initiatives with broader organisational priorities.
• Support external engagement where relevant, including cross-industry learning, and service excellence sharing platforms.
• Governance, Reporting and Performance Monitoring
• Oversee the tracking of departmental workplans, deliverables, dashboards and key performance indicators to support timely updates to the Head, Service Academy and relevant stakeholders.
• Review data and feedback from training evaluations, coaching observations, recognition activities and stakeholder engagement to identify trends, gaps and improvement opportunities.
• Ensure appropriate documentation, reporting discipline and audit readiness for key departmental processes, including SSG-related training records where applicable.
• Value Creation and Continuous Improvement
• Identify and implement opportunities to improve work processes, enhance operational efficiency and strengthen the department’s value proposition to NUH.
• Drive practical improvements in systems, templates, communication workflows, data tracking and stakeholder engagement to enable smoother team operations.
• Provide thought partnership to the Head, Service Academy by surfacing insights, risks, recommendations and new ideas that support service transformation.
• Contribute as a versatile, hands-on team player who can support different functional areas when required, ensuring continuity and resilience within the department.
• People Development and Culture Building
• Coach and guide team members to strengthen their professional confidence, service orientation, stakeholder management and execution capabilities.
• Promote a culture of shared accountability, constructive feedback, collaboration and continuous learning within the Service Academy.
• Role model professionalism, empathy, agility and problem-solving in interactions with team members, stakeholders, patients and caregivers where relevant.
• Support staff engagement and recognition efforts that motivate teams and reinforce desired service behaviours across NUH.

Requirements

• Bachelor’s degree preferably in Learning & Development or related field. Possess ACTA, DDLP certification would be an advantage
• At least 5 years of experience in managing a learning & development department.
• Strong project management and organisational skills, with the ability to manage multiple priorities.
• Excellent communication and interpersonal skills to engage stakeholders across levels.
• Passion for service excellence and recognition, with a keen eye for detail and quality.
• Ability to work independently while contributing to a collaborative team environment.
• Excellent communication, problem solving, presentation, negotiation and interpersonal skills