Senior Assistant Manager, Care and Call Centre, RHSO

National University Health System

Singapore
Permanent
Full-time

2 months ago

As a Senior Assistant Manager, you are responsible for the day-to-day operations of the Care and Call Centre (CareHub), which includes the management of the team of Call Centre Officer (CCOs) and administrative staff, to meet CareHub's service standards, key performance indicators (KPIs) and deliver a positive customer experience for residents and community partners who reach in to CareHub for support to age well in the community.You shall conceptualise and translate developmental plans of CareHub's functions and IT requirements/systems into actionable milestones, workflows and SOPs while working collaboratively with the team and stakeholders to make plans a reality dovetailed to implementation timeline, organisation's strategies, priorities and national's directives.You shall be responsible to ensure service standards and KPIs are consistently monitored, reported with areas of improvements identified and actioned timely to drive the achievement of CareHub's service standards and KPIs with risks mitigated and managed appropriately. In addition, you are responsible for the training and knowledge function of CareHub to support the Call Centre Officers to be competent in their job and able to handle cases in a professional and timely manner.You shall drive collaborative conversations and partnerships with stakeholders and community partners to develop and implement/review CareHub's functions and initiatives which improve outcomes in tandem with the wider community ecosystem. You will need to be passionate about service and innovation as you will be a vital driving force who will support the development of CareHub and shape the team's positive and service oriented culture.You will have the opportunity to be exposed to other functions / roles in the division if you have the capability to take on concurrent roles.Key accountabilities but not limited to: * Plan and manage the day-to-day operations of the CareHub in line with CareHub's service standards, key performance indicators (KPIs), developmental plans and organisation's policies

Drive the implementation of CareHub's functions and IT systems through monitoring and tracking of timelines, translating plans and requirements into actionable workflows, development/review of SOPs to working collaboratively with stakeholders, vendors and users to propose go-forward solutions to meet implementation timeline
Spearhead collaborative conversations and change management internally and with stakeholders to further develop CareHub's functions and facilitate adoption of new/improved workflows and SOPs
Lead in the continuous development and implementation of projects and quality initiatives to enhance operational effectiveness and efficiency with a focus on providing a positive customer experience in line with CareHub's standards and KPIs.
Support in the management of team to deliver on CareHub's service standards, KPIs and adherence to national and organisation's policies eg. data protection and management
Risk management incorporated in workflows and SOPs
Responsible for the knowledge and training function of CareHub which includes the set-up of a formal training structure to ensure that Call Centre Officers are competent and trained in the most efficient and timely manner supported by a relevant knowledge management system
Forecasting and management of budget to support the plans and operations of CareHub
Monitor, measure and report on CareHub's deliverables and KPIs to stakeholders and management in a concise and timely manner
Utilise data driven approach to identify opportunities and forecast growth areas / trends to further develop CareHub
Drive the innovation of CareHub through keeping abreast of the current issues impacting the healthcare industry and conduct periodic scanning for new ways and modes which CareHub could better support our residents and partners

Qualification Required and Area of Discipline

Good bachelor's degree in any discipline.

Required Competencies and Capabilities (Skills, Experiences and Professional Licences)

Preferably with at least 4 years of relevant Contact Centre / healthcare and operations related experience
Possess leadership skills with experience in managing team(s) and ability to motivate staff to perform
Experienced in project management and working collaboratively with stakeholders at all levels to successfully deliver outcomes / meet project milestones
Highly adaptable and responds with resilience when faced with multiple demands, shifting priorities and ambiguity
Highly independent, self-motivated and collaborative in team setting
Good analytical and organization skills with attention to details
Excellent interpersonal, communication, presentation, writing and problem solving skill
Ability to analyse complex issues, identify and communicate potential solutions to get buy-in
Ability to interpret data and derive insights to drive outcomes
Positive attitude with a customer experience mindset
Lead with a Quality improvement (QI) mindset to ensure standards are relevant, maintained and CareHub is constantly innovating to be better
Proficiency with data visualisation / processing and Microsoft suite of applications (eg. Excel, Powerpoint, Word)

National University Health System

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