Job Description

Description

Customer Satisfaction

• Utilize observation of the centres, input from clients and other stakeholders, and knowledge of the market to identify and help each centre capitalize on priorities and ensure a satisfactory client experience
• Assist in strategizing inter-clusters/cross-agencies/disciplines collaborations where necessary
• Review and propose enhanced services through value-adding processes (e.g. projects, events, external partnerships) and partner with both internal and external stakeholders to ensure successful implementations
• Evaluate the customer journey in awareness (referrals), onboarding, centre experience, and customer engagement to improve the customer experience

People Management and Development

• Conduct regular mentoring, coaching, and consulting sessions with CICs to help them resolve issues at work (i.e. operational, quality management, managing of staff) and accomplish the centre\'s objectives
• Work shoulder to shoulder with the teams to create a culture of the centre of excellence. Induct new centre managers/supervisors, and provide support for CIC to develop and grow with best practices
• Conduct appraisal and evaluate performance fairly and constructively. Guide and work with CIC to handle complex cases when required.
• Formulate a training plan for CICs to upgrade their competencies and skill sets aligned with the organizational directives
• Create and manage a workforce resource plan for headcount budgeting, succession planning, and career progression
• Manage the centre recruitment process: interviewing, assessing, and selecting suitable candidates based on centre requirements, organizational goals, and values

Ensure Quality Service and Smooth Operations

• Together with other Cluster Managers, establish and enforce Standard Operating Procedures (SOP) and work processes for the centre based on funders (e.g. MOH / AIC) guidelines and service model requirements - in centre facilities, clients\' activities and programs and safety
• Ensure the centres meet funders\' KPI and audit requirements, including accurate and on-time external and internal reporting
• Ensure the overall smooth operations of AACs within the allocated budget
• Evaluate, identify gaps, and provide solutions for improvement in clusters\' centres\' operations and maximizing resources
• Keep abreast of trends and changes in the eldercare industry to stay competitive and up to date with the centres\' service offerings. Assist in introducing and implementing new services, programmes, equipment, initiatives, and systems
• Conduct case discussions with centre managers/supervisors on cases with high complexity or clients\' complaints. Ensure incident reports are reviewed, conduct Root Cause Analysis (RCA), and escalate to the relevant internal partners (e.g. HR and RO, if required)
• Ensure coverage of the CIC\'s role at the centre in their absence temporarily, when needed (i.e. in emergencies or long periods of leave)

Additional Responsibilities

• Support the Head of AAC in developing the AAC services and implementing new initiatives and practice development, pilot projects/monitoring/audit, and introduction into mainstream service delivery
• Participate in the strategic planning

Requirements:

• Degree in Business Management / Psychology / Gerontology or other relevant fields
• At least 3 to 5 years of experience in leadership and management
• Genuine interest to engage our seniors in the community
• Possess good interpersonal and communication skills
• Data-driven decision-making; able to collect data based on the organization\'s KPIs and transform that data into actionable insights
• Team player with strong internal and external customer focus
• Excellent service mindset to serve the senior community
• Proficient in Google Suite Applications
• Able to motivate peers and team members

Interested candidate, kindly send a copy of your resume to: jessicafong@recruitexpress.com.sg

Jessica Fong Zhi Tong [R1879124]
Email Address: jessicafong@recruitexpress.com.sg
Recruit Express Pte Ltd
EA Licence No: 99C4599

Industry

Healthcare / Pharmaceutical / Life Science / Medical Device
Others
Public Sector / Government & Statutory Boards

Specialization

Administrative Support / Secretarial
Customer Service
Others

Location

Central, North, East, West

Employment Type

Permanent

Salary

Negotiable

If you meet the requirements of this role, please email a detailed resume in Word document to Jessica Fong Zhi Tong.
CEI Registration No.: R1879124
Email: jessicafong@recruitexpress.com.sg
Tel: 67363280
*All information will be treated with strictest confidence. We regret that only short-listed applicants will be notified.

Recruit Express