Senior Assistant Manager, Service Ops

National University Polyclinics; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

National University Hospital is seeking an operations professional to help foster service excellence and enhance the patient experience within the Service Ops team. You will collaborate with clinic and ward managers, analyze patient feedback and operational data, and drive initiatives that align with the NUH Service Delivery System to improve care and satisfaction.

The role emphasizes change management, cross-functional collaboration, and ongoing learning to sustain improvements in a dynamic

Qualifications

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

Responsibilities

• Engage stakeholders such as clinic and ward managers, tap into patient feedback and department data to identify improvements, develop initiatives, design and implement change management plans, manage timelines, and integrate initiatives into daily operations.
• Monitor and evaluate the effectiveness of implemented initiatives and provide data-driven recommendations for continuous improvement.

Skills

Stakeholder engagement

Project management

Data-driven decision making

Communication skills

Team collaboration

Attention to detail

Adaptability

Education

Bachelor's degree

Tools

Microsoft Office Suite

Job description

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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.