Job Description

What the role is:We are looking for highly motivated individuals with a strong desire to protect public health and safety to join us as Assistant Regulatory Manager/Senior Regulatory Executive.As an Asst Regulatory Manager/Snr Regulatory Executive, you will be part of the team that manages complaints/feedback received on health product related issues in accordance with established complaints policy and will also provide administration support in the Enforcement Branch.The Enforcement Branch is responsible for post-marketing surveillance and enforcement activities related to all health products (including, but not limited to, Therapeutic Products, Medical Devices, Chinese Proprietary Medicines, Traditional Medicines, Health Supplements, and Cosmetics) in both legal and illegal markets. This is to ensure that they meet internationally benchmarked standards of safety and quality, thereby safeguarding public health and safety.
Reporting to the Deputy Director (Enforcement), the Assistant Regulatory Manager/Senior Regulatory Executive is part of the team that manages complaints / feedback received on health product related issues in accordance with established complaints policy, and will also provide administration support in the Enforcement Branch.

• First point of contact for all feedback on health product related issues

• Managing and responding to incoming feedback on health product-related issues, including the assessment of complaints received

• Analysing feedback data to identify trends for target surveillance & enforcement; and areas for improvement.

• Preparing reports and presentations on feedback trends and analysis to management.

• Developing and implementing strategies to improve feedback processes and customer satisfaction

• Collaborating with relevant departments / agencies to address feedback-related issues and concerns

• Supporting the implementation of feedback management framework, systems and tools. Work with IT vendors and users to translate operational requirements to improve our systems

• Assisting in formulation and implementation of internal policies and procedures governing enforcement operations

• Providing administrative support for branch initiatives and projects

• Administering and managing operational systems

• Assisting in records management function

• Coordinating scheduling and logistics for operational activities

• Assisting in the management of office inventory and procurement of operational supplies

• Assisting in the upkeep of operational equipment and facilities

• Handling ad hoc assignments as assigned or when required

Requirements

• Strong communication skills
• Attention to detail and accuracy in handling feedback and complaints
• Ability to handle difficult situations with empathy and professionalism
• Empathy and patience in handling customer feedback and complaints
• Strong analytical and critical thinking skills
• Ability to work effectively in a team and collaborate with cross-functional departments
• Strong organizational and time management skills
• Adaptability and resilience in managing challenging feedback situations

About Health Sciences Authority:The Health Sciences Authority (HSA) applies medical, pharmaceutical and scientific expertise through its three professional groups, Health Products Regulation, Blood Services and Applied Sciences, to protect and advance national health and safety. HSA is a multidisciplinary authority. It serves as the national regulator for health products, ensuring they are wisely regulated to meet standards of safety, quality and efficacy. As the national blood service, it is responsible for providing a safe and adequate blood supply. It also applies specialised scientific, forensic, investigative and analytical capabilities in serving the administration of justice. For more details, visit http://www.hsa.gov.sg/. For more updates on public health and safety matters, follow us on Twitter at www.twitter.com/HSAsg and LinkedIn at https://sg.linkedin.com/company/health-sciences-authority.

Health Sciences Authority