Manager, SOC Services (First Visit Resource Team)

NHG Health; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

NHG Health in Singapore seeks a Manager, SOC Services (First Visit Resource Team) to lead operational workflows, manage stakeholders across NHG, and ensure efficient service delivery in a fast-paced healthcare environment.

You will drive process improvements, supervise a sizeable team, and leverage data analytics and EPIC systems to enhance scheduling, reporting, and overall patient care across the organization.

Qualifications

• 5+ years of relevant working experience in operations, service management, or a related field.
• Healthcare experience is advantageous but not mandatory.
• Proven experience in managing and leading a sizeable team (minimum 10 members).
• Proficient in data analysis and reporting tools such as Microsoft Excel, Power BI, Tableau, or equivalent platforms.

Responsibilities

• Stakeholder management across NHG ecosystem and departments.
• Lead teams, rostering, performance management, staff development, and fostering a positive work environment.
• Design, map, and maintain standard operating procedures and streamlined workflows.
• Interpret operational data, identify trends, and translate insights into actionable improvements.
• Utilise EPIC systems for appointment scheduling workflows, reporting functionalities and system enhancements.

Skills

Stakeholder management

Leadership & people management

Process design & improvement

Data analytics & reporting

Systems & digital proficiency

Tools

Microsoft Excel

Power BI

Tableau

EPIC

Job description

Select how often (in days) to receive an alert: Create Alert

Manager, SOC Services (First Visit Resource Team)

Family Group: Administration

• Stakeholder Management – Ability to build and maintain effective working relationships across departments and the wider NHG ecosystem.
• Leadership & People Management – Strong capability in leading teams, workforce planning, rostering, performance management, staff development, and fostering a positive work environment.
• Process Improvement & Design – Ability to analyse, simplify, and optimise complex operational workflows, including developing and maintaining process maps and standard operating procedures.
• Data Analytics & Reporting – Competent in interpreting operational data, identifying trends, and translating insights into actionable improvement initiatives.
• Systems & Digital Proficiency – Strong aptitude for healthcare information systems, particularly EPIC, including appointment scheduling workflows, reporting functionalities, and system enhancement opportunities.

Personal Attributes

• Detail-Oriented – Meticulous and thorough in managing complex referral and contact centre operations, ensuring accuracy, consistency, and smooth workflow execution. Demonstrates the ability to identify gaps, trends, and opportunities for continuous improvement.
• Innovative & Improvement-Focused – Embraces new technologies, digital solutions, and emerging capabilities such as AI to drive operational excellence, improve service delivery, and enhance organisational outcomes.
• Resilient & Adaptable – Able to perform effectively in a dynamic and fast-paced environment, managing changing priorities while maintaining a positive and solutions-oriented mindset.
• Courageous & Influential – Confident in advocating for operational requirements and departmental interests while aligning with broader organisational goals. Demonstrates sound judgement, constructive negotiation skills, and the ability to navigate differing viewpoints professionally and productively.
• Collaborative – Works effectively with diverse stakeholders, fostering trust, partnership, and alignment to achieve shared objectives across the organisation.

Preferred Candidate Profile

The ideal candidate is a seasoned operations leader with strong stakeholder management skills, a data-driven mindset, and a passion for service excellence. He/she should be comfortable managing complex workflows, leading teams through change, leveraging technology to improve operations, and working collaboratively across the healthcare ecosystem to achieve organisational goal

Experience

• Preferably 5 or more years of relevant working experience in operations, service management, or a related field.
• Healthcare experience is advantageous but not mandatory.
• Proven experience in managing and leading a sizeable team of ancillary, administrative, or operational staff (minimum 10 team members).
• Proficient in data analysis and reporting tools such as Microsoft Excel, Power BITableau, or equivalent platforms.
• Experience with the EPIC system is an advantage