Manager / Senior Manager, Service Academy

About the role

The Manager / Senior Manager, Service Academy supports the Head, Service Academy in driving the department's strategic priorities, daily operations and cross-functional initiatives that strengthen service excellence, workforce capability and patient and caregiver experience across NUH. The role oversees training, service coaching, recognition, communications, governance, reporting and administrative operations, keeping the team aligned with the Academy's mission of embedding Incredible Care into everyday practice.

Key responsibilities

• Support the Head, Service Academy in turning departmental strategy into workplans, initiatives and deliverables, and provide day-to-day operational leadership and escalation support.
• Oversee and coordinate team functions across service training, on-ground coaching, rewards and recognition, e-learning, eDMs, events, procurement and administrative support, and help team members prioritise work and manage timelines.
• Monitor the progress of initiatives such as WSQ service programmes, service coaching, e-learning, recognition and learning journeys, and work with role owners to plan, execute, evaluate and refine them.
• Engage clinical, operational, administrative and corporate stakeholders, partner with department leaders, Reporting Officers and supervisors, and collaborate with HR, L&D, Nursing and other functions.
• Track workplans, dashboards and KPIs, review evaluation and feedback data, and ensure documentation, reporting discipline and audit readiness, including SSG-related training records where applicable.
• Improve work processes, systems and workflows, and coach team members to strengthen their professional confidence, service orientation and stakeholder management.

Required profile

• Bachelor's degree, preferably in Learning & Development or a related field; ACTA or DDLP certification is an advantage.
• At least 5 years of experience managing a learning & development department.
• Strong project management and organisational skills, able to handle multiple priorities.
• Excellent communication, interpersonal, presentation and negotiation skills, and the ability to work independently in a collaborative team.