Manager Workforce Management

ISS Facility Services, Singapore; Singapore; On-site; SGD 90,000 - 140,000; Full time

Job summary

ISS Facility Services, Singapore seeks a proactive Workforce Management (WFM) Programme Implementation Lead to roll out the WFM framework across the Healthcare division, partnering with the Segment Director and the WFM Lead to drive adoption of global standards and embed sustainable planning practices at site level.

The role focuses on improving productivity, accurate costing, and reducing overtime while maintaining service excellence in critical healthcare environments, with duties spanning

Qualifications

• Bachelor's or diploma in business, operations, project management, or related field.
• Project management experience is preferred.
• 3–5 years in operations, workforce planning, scheduling or programme implementation, ideally in healthcare.
• Experience working with frontline teams and multiple sites.
• Involvement in implementing standards, routines or governance across sites is advantageous.

Responsibilities

• Lead end-to-end WFM programme implementation across Healthcare sites, aligning with global standards.
• Conduct fit-gap assessments on costing, workforce planning, shift planning, time & attendance, hours management and value capture.
• Create site-specific implementation plans with Site Managers and the WFM Lead, outlining milestones and actions.
• Support Healthcare accounts in transitioning to the target WFM operating model.
• Establish governance routines including daily/weekly WFM huddles and dashboards; monitor hours and deviations.

Education

Bachelor's or Diploma in Business / Operations / Project Management or related field

Job description

We are seeking a proactive and hands‑on Workforce Management (WFM) Programme Implementation Lead to support the rollout of ISS’s Workforce Management framework across the Healthcare division. This role works closely with the Segment Director and the WFM Lead to drive adoption of global standards, strengthen operational planning routines, and build capability at site level to embed sustainable practices.

The role plays a key part in supporting ISS’s Workforce Management mission — improving productivity, ensuring accurate costing and reducing reliance on overtime and temporary labor while maintaining service excellence in critical healthcare environments.

Key Responsibilities

• Lead the end-to-end implementation of WFM programme across Healthcare sites, ensuring alignment with global standards and the leading process.
• Conduct fit-gap assessments on costing, workforce planning, shift planning, time & attendance, hours management, and value capturing.
• Create site-specific implementation plans, jointly with Site Managers and the WFM Lead, outlining clear milestones and actions.
• Support Healthcare accounts in transitioning from current-state practices to the target WFM operating model.

Site-Level Training & Enablement

• Coach Site Managers and First-Line Managers in Healthcare environments to adopt routines, tools, and governance standards.
• Facilitate training in accurate costing inputs, shift creation, hours monitoring, and deviation management based on daily operational realities.
• Reinforce routines around planning, scheduling, and hours control to build competency and confidence at site level.
• Ensure operational teams use daily insights to proactively manage hours and avoid unplanned overtime in line with WFM objectives.

Operational Excellence & Governance

• Support productivity benchmarking, enabling Healthcare sites to understand performance variances and cost drivers.
• Help sites implement effective governance routines including daily and weekly WFM huddles, shift reviews, hours dashboards, and exception handling.
• Promote systematic, incremental improvement in labor efficiency while safeguarding service quality in acute and sensitive clinical environments.
• Drive transparency in current practices to highlight improvement opportunities and reduce dependency on premium labor sources.

Stakeholder Management & Collaboration

• Work closely with Segment Director and other Department teams to resolve barriers and ensure smooth implementation across accounts.
• Escalate systematic challenges, risks, or policy issues to the Segment Director and WFM Lead for alignment and decision-making.
• Ensure clear and consistent communication with site-based teams to support behavioural change and capability development.

Requirements

• Diploma or bachelor's degree in business, Operations, Project Management, or related fields
• Project management experience is preferred
• 3–5 years in operations, workforce planning, scheduling, or programme implementation — ideally within healthcare operations
• Experience working directly with operational teams and frontline supervisors in labor-intensive environments
• Prior involvement in implementing standards, routines, or structured programmes across multiple sites is advantageous