Manager, Operations (MEC Ops and AMKSC Ops)
Reporting to the Senior Manager / Assistant Director (MEC Ops and AMKSC Ops), you will support the day-to-day operations of outpatient clinics, contributing to improvements in efficiency, patient flow, and service quality across Specialist Outpatient Clinics (SOCs).
You will work closely with clinic managers, nurses, and Patient Service Associates (PSAs) to identify operational gaps, implement process improvements, and ensure consistent service delivery standards across clinics.
Key Responsibilities
• Clinic Operations Support: Assist in the management of day-to-day outpatient clinic operations, monitoring patient flow, resource deployment, and adherence to service standards, and escalating issues for resolution in a timely manner.
• Process Review & Improvement: Proactively identify inefficiencies in existing clinic workflows and standard operating procedures, and work with ground teams to design, pilot, and implement practical process improvements that reduce waste and improve turnaround times.
• Data Monitoring & Reporting: Maintain and analyse operational data, dashboards, and KPI reports to surface trends, highlight areas for improvement, and support evidence-based decision-making by the operations team.
• Project Participation & Coordination: Support the delivery of operational and digital/technology improvement projects, coordinating across teams to ensure milestones are met, issues are tracked, and outcomes are documented.
• Workflow Standardisation: Review and update standard operating procedures (SOPs) and work instructions to reflect process changes, ensuring consistency across clinics and supporting functions.
• Team & Stakeholder Coordination: Collaborate with clinic managers, PSAs, and administrative teams to drive ground-level adoption of process changes, providing guidance and follow-through to ensure improvements are sustained.
• Budget Awareness: Support cost monitoring activities within assigned clinics, flagging variances and contributing to cost-efficiency efforts under the guidance of senior operations staff.
Requirements
• Degree in Engineering, Science, Healthcare Management, or a related discipline, with at least 7 years of relevant experience, including some experience in a supervisory or team lead capacity
• Experience in healthcare operations or a service-oriented environment, with exposure to outpatient or clinic settings preferred
• Demonstrated interest or experience in process improvement methodologies (e.g., Lean, Six Sigma, or equivalent), with the ability to translate observations into actionable recommendations
• Comfortable working with operational data and basic analytics tools to generate reports and identify trends
• Experience supporting or coordinating projects, including those involving system or workflow changes
• Good communication and interpersonal skills, with the ability to work effectively with both clinical and administrative stakeholders
• Organised, detail-oriented, and self-motivated, with a strong sense of ownership and follow-through