Asst Manager

A.       ABOUT COMPANY

NHG Polyclinics is the primary care arm of NHG Health, the regional health manager for 1.5 million residents in Central and North Singapore. NHG Polyclinics provides a comprehensive range of health services for the family, from treatment for acute medical conditions, management of chronic diseases, women and children health services, allied health to dental care. The focus of NHG Polyclinics’ care is on health promotion and disease prevention, early and accurate diagnosis, disease management through family physician led team-based care as well as enhancing the capability of Family Medicine through research and teaching.

B.       JOB PURPOSE (ROLE and DEPARTMENT SUMMARY)

As a Senior Executive/ Assistant Manager, you will assist the Assistant Director in driving operational transformation, process improvement and innovation across clinics and HQ functions. 

You will play a key role in identifying opportunities to streamline processes, enhance productivity and improve service delivery through data analytics, process improvement, automation and emerging technologies, including AI. You will also support the development and delivery of training and guidance for operations staff to ensure they maintain the necessary knowledge and competencies to perform existing operational processes effectively, while equipping them with the skills to adopt new processes, systems and digital solutions.

Working closely with stakeholders across operations, clinical, IT and corporate teams, you will support the development and implementation of improvement initiatives, lead project coordination and track outcomes to deliver measurable and sustainable improvements in healthcare operations.

C.       KEY RESPONSIBILITIES

Operations Transformation & Process Improvement:

• Support the review, redesign and optimization of operational workflows across clinics and HQ functions.
• Conduct process mapping, root cause analysis and identify automation opportunities to improve productivity and service delivery.
• Develop business cases, implementation plans and benefits tracking for transformation initiatives.
• Monitor operational performance indicators and recommend improvement interventions.
• Support change management and adoption initiatives for new processes and systems.

Data Analytics & Project Management:

• Develop dashboards and reports to support operational decision-making.
• Analyse operational, manpower and service data to identify trends and improvement opportunities
• Support KPI development and performance monitoring frameworks.

AI, Automation & Innovation Projects

• Identify and evaluation opportunities for RPA, AI and workflow automation.
• Support proof-of-concept (POC) projects.
• Track project outcomes, benefits realization and operational impact.
• Conduct market scans and benchmarking of emerging technologies relevant to healthcare operations.

Project Management & Stakeholder Engagement:

• Manage multiple projects concurrently and ensure timely delivery of milestones. This includes project planning, conduct user acceptance test, management of incidents, track and close production issues.
• Facilitate cross-functional collaboration among operations, clinical, IT, and corporate teams.
• Support procurement, vendor management and contract administrative activities where required.

Operations Staff Training & Capability Development:

• Support the planning, development and delivery of training programmes, materials and guidance to ensure operations staff maintain the necessary knowledge and competencies to perform existing operational processes accurately and effectively.
• Identify training needs and competency gaps in consultation with the process stakeholders and develop appropriate interventions to address these gaps.
• Develop guidance and operational support to staff to reinforce process understanding, promote consistent practices and facilitate the effective application of new knowledge and skills.
• Monitor training effectiveness, gather feedback and identify opportunities for continuous improvement in staff competency and training approaches.

SECONDARY RESPONSIBILITIES

• To assume other roles and responsibilities as and when directed by the supervisor(s)

1. KEY REQUIREMENTS