Job Description

Description

Job Scope:

Customer Satisfaction

• Utilize observation of the centers, input from clients and other stakeholders, and knowledge of the market to identify and help each center 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, center 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 center\'s objectives
• Work shoulder to shoulder with the teams to create a culture of the center of excellence. Induct new center 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 center recruitment process: interviewing, assessing, and selecting suitable candidates based on center 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 center based on funders (e.g. MOH / AIC) guidelines and service model requirements - in center facilities, clients\' activities and programs and safety
• Ensure the centers 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\' centers\' operations and maximizing resources
• Keep abreast of trends and changes in the eldercare industry to stay competitive and up to date with the centers\' service offerings. Assist in introducing and implementing new services, programs, equipment, initiatives, and systems
• Conduct case discussions with center 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 center 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 of services

Qualifications

• Degree in Business Management / Psychology / Gerontology or other relevant fields
• Candidates with a Diploma with relevant working experience will be considered
• At least 3 to 5 years of experience in leadership and management
• Genuine interest to engage our seniors in the community, such as parks, and coffee shops
• 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 candidates, please send a copy of your resume to

Lynn Ho
R23114223

Recruiter\'s Ref Code: #HHO

Recruit Express Pte Ltd (Healthcare & Lifesciences Division)
EA License: 99C4599

Industry

Education & Training
Healthcare / Pharmaceutical / Life Science / Medical Device
HR & Consulting
Public Sector / Government & Statutory Boards

Specialization

Healthcare - Nurse / Allied Healthcare
Healthcare - Pharmaceutical / Life Science / Medical Device / Clinical Research / Regulatory Affairs
Professional Services

Location

Central, North, East, West

Employment Type

Permanent

Salary

S$4,001 - S$6,000 / mth

If you meet the requirements of this role, please email a detailed resume in Word document to Lynn Ho Lin Ying.
CEI Registration No.: R23114223
Email: lynnho@recruitexpress.com.sg

*All information will be treated with strictest confidence. We regret that only short-listed applicants will be notified.

Recruit Express