Technology Operations Lead

Evolution Recruitment Solutions Pte Ltd; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading recruitment firm in Singapore is looking for an experienced Operations Manager to oversee healthcare billing systems. Responsibilities include team leadership, process improvement, and stakeholder engagement. The ideal candidate has 10-15 years of relevant experience and strong operational skills. Competitive compensation and a dynamic work environment await you.

Qualifications

• Minimum of 10-15 years of experience in healthcare operations.
• Proven experience managing and closing high volumes of tickets.
• Strong analytical and organizational skills.

Responsibilities

• Lead the day-to-day operations of the system.
• Manage and mentor a team of professionals.
• Drive daily stand-ups to track progress.

Skills

Operational Management

Team Leadership

Stakeholder Engagement

Process Improvement

Risk Management

Education

Bachelor's degree in IT, Healthcare Administration, Business Management, or related field

Tools

JIRA

ServiceNow

SCCD

Job description

Key Responsibilities

• Operational Management: Lead the day-to-day operations of the System, ensuring efficient and accurate processes across all healthcare settings.
• Team Leadership: Manage and mentor a team of professionals, fostering a collaborative and high-performance culture. Ensure the team is equipped with the necessary skills and resources to meet operational goals.
• Stakeholder Engagement: Collaborate with stakeholders to ensure alignment and smooth integration of billing processes. Conduct regular meetings to provide updates and gather feedback.
• Process Improvement: Identify opportunities for process optimization and implement changes to enhance efficiency and accuracy. Utilize data-driven approaches to monitor performance and drive continuous improvement.
• Risk Management: Proactively identify and mitigate risks associated with billing operations. Develop and implement strategies to address potential issues and ensure compliance with regulatory requirements.
• Project Management: Oversee the implementation of new initiatives and system upgrades within the billing program. Ensure projects are delivered on time, within scope, and budget.
• Reporting and Analytics: Develop and maintain comprehensive reporting systems to track operational performance. Provide regular updates to senior management and stakeholders.

Qualifications

• Education: Bachelor's degree in IT, Healthcare Administration, Business Management, or a related field. Advanced degree preferred.
• Experience: Minimum of 10-15 years of experience in healthcare operations, with a focus on billing systems and financial management. Proven track record in leading large-scale programs and managing cross-functional teams.
• Skills: Strong leadership and communication skills. Proficiency in project management and process improvement methodologies. Ability to analyze complex data and make informed decisions.
• Knowledge: In-depth understanding of healthcare billing processes, regulatory requirements, and financial systems. Familiarity with SAP BRIM (Hybris) solution stack and SAP S/4HANA is a plus.
• Attributes: Must be a self-starter with a strong sense of urgency to respond to production issues promptly and effectively.

Must have skills / Primary skills

• 10-15 years in an operations, service delivery, or incident management role.
• Proven experience managing and closing high volumes of tickets across tools like JIRA, ServiceNow, SCCD, etc.
• Strong analytical and organizational skills.
• Excellent verbal and written communication.
• Ability to work independently and drive accountability across teams to respond, troubleshoot and analyse incidents and issues to complete resolution.
• Familiarity with service management frameworks is a plus.
• Comfortable working under pressure and managing multiple priorities.

Overall

• Demonstrated experience in working in a highly complex environment (multi-site delivery, multi-project, critical infrastructure, 24x7 operations)
• Fully responsible and accountable for ensuring the smooth and stable operations of critical healthcare systems
• Responsible for end-to-end service delivery and managing the application, infrastructure, security and service desk teams
• To own and drive activities with internal teams and clients, ensuring comprehensive delivery of work in the Operations.
• Lead the day-to-day activities of the Operations team and coordinate with managers to develop, establish and maintain project management standards and procedures.
• Coordinate the identification of resource needs to support Operations efforts and manage the daily activities of the teams in alignment with project plans.
• Responsible for managing and coordinating the resolution of all critical issues to minimize disruptions to the 24x7 operations of the system

Ticket Management & Closure

• Own the end-to-end lifecycle of service tickets/incidents, ensuring timely resolution and closure.
• Monitor queues across platforms (e.g., JIRA, ServiceNow, etc.) and prioritize critical issues.
• Proactively follow up with stakeholders to unblock and expedite resolution.
• Analyze root causes of recurring issues and collaborate on preventive measures.

Operational Leadership

• Drive daily stand-ups or operational syncs to track progress and surface blockers.
• Act as the point of contact for escalations related to operational performance or ticket delays.
• Ensure SLAs and KPIs are consistently met or exceeded.

Process Improvement

• Identify gaps or inefficiencies in ticket handling or workflow processes.
• Propose and implement enhancements for better productivity and visibility.
• Champion the adoption of best practices across the team.

Stakeholder Management

• Liaise with cross-functional teams including Functional, Build, Technical, Release Management, to ensure alignment and accountability.
• Provide clear, concise status updates to leadership on ticket trends, risks, and resolutions.
• Understand, execute and track all service delivery commitments to the client as part of the contract
• Address escalations from the Client
• Manage client to drive activities to closure.

Reporting & Documentation

• Maintain accurate records of operational activities and ticket metrics.
• Generate regular reports and dashboards to monitor operational health.
• Document new workflows or standard operating procedures (SOPs) as needed.