Assistant Director, Service and Operations

About the role

The Assistant Director, Service and Operations leads and manages clinic operations across NUP polyclinics in the western region of Singapore. Working within the Service & Operations team, the role supports the NUP Care Model and national initiatives such as Healthier SG by driving clinic process and workflow improvements, mobile and digital adoption, service transformation and workforce upskilling. It also involves strengthening policies and work instructions, mentoring subordinates and taking part in the planning and go-live of new and redeveloped polyclinics.

Key responsibilities

• Lead, mentor and oversee Operations Managers, Operations Executives, Patient Service Associates and Patient Care Associates for existing, new and redeveloped polyclinics.
• Oversee daily clinic operations, including patient feedback management and staff performance, to ensure consistent patient experience.
• Lead initiatives under the Service Transformation and Data Strategy workgroups, working with internal and external stakeholders and community partners.
• Develop and implement plans to improve staff skills, retention, satisfaction and engagement.
• Drive department KPIs focused on self-help and self-care to improve patient wellbeing and empowerment.
• Take part in planning the go-live of new and redeveloped polyclinics, covering staffing, equipment and system procurement, workflow design, staffing, testing and commissioning.

Required profile

• At least 8-10 years of relevant experience in managerial and supervisory roles, preferably in healthcare and/or operations management.
• Ability to engage internal and external stakeholders, and to work with staff across all levels and functions.
• Strategic thinking, project management and change management experience.

Required skills

• Planning, analytical and quantitative skills.
• Communication and interpersonal skills.
• Adaptability, multitasking and independent work alongside teamwork.