Senior/ Assistant Manager/ Executive, Service Operations (Inpatient)

Purpose of Role

Lead and support a team of frontline service staff to ensure seamless ward operations, high service standards, coordinated patient services and effective execution of assigned services and projects.

Key Responsibilities

Operational Leadership, Excellence & Communication

• Oversee ward operations, ensuring efficient workflows and service delivery by Patient Service Associates (PSAs) and Patient Service Coordinators (PSCs).
• Uphold high standards of service, safety, and 5S standards.
• Lead or support service recovery efforts and implement improvements based on patient feedback.
• Drive continuous improvement initiatives to enhance patient experience and operational efficiency.
• Communicate key updates (e.g. policies, processes) clearly to frontline staff.
• Collaborate with clinical and operational stakeholders to ensure coordinated patient care.
  
  
  

People & Team Management

• Plan and manage staff deployment, rosters, and manpower coverage.
• Provide coaching and guidance to staff to uphold service excellence.
• Develop, review and update training materials to support onboarding and capability building.
• Foster team morale and engagement through active communication and recognition.
  
  
  

Reporting & Administration

• Ensure timely and accurate submission of reports.
• Support emergency preparedness activities.
• Participate in hospital or community events.
• Undertake projects and assignments as delegated.
  
  
  

Requirements

• Degree in any discipline, preferably in Healthcare, Business, or service-related fields.
• Minimum 2 years of relevant operational experience; supervisory experience is preferred.
• Experience in healthcare, hospitality, retail or other service-focused sectors is an advantage.
• Strong communication and interpersonal skills, with a passion for service excellence.
• Proven ability to work independently, adapt quickly and solve problems in a fast-paced environment.
• A strong team player with a collaborative mindset and a willingness to support and learn from others.

Purpose of Role

Lead and support a team of frontline service staff to ensure seamless ward operations, high service standards, coordinated patient services and effective execution of assigned services and projects.

Key Responsibilities

Operational Leadership, Excellence & Communication

• Oversee ward operations, ensuring efficient workflows and service delivery by Patient Service Associates (PSAs) and Patient Service Coordinators (PSCs).
• Uphold high standards of service, safety, and 5S standards.
• Lead or support service recovery efforts and implement improvements based on patient feedback.
• Drive continuous improvement initiatives to enhance patient experience and operational efficiency.
• Communicate key updates (e.g. policies, processes) clearly to frontline staff.
• Collaborate with clinical and operational stakeholders to ensure coordinated patient care.
  
  
  

People & Team Management

• Plan and manage staff deployment, rosters, and manpower coverage.
• Provide coaching and guidance to staff to uphold service excellence.
• Develop, review and update training materials to support onboarding and capability building.
• Foster team morale and engagement through active communication and recognition.
  
  
  

Reporting & Administration

• Ensure timely and accurate submission of reports.
• Support emergency preparedness activities.
• Participate in hospital or community events.
• Undertake projects and assignments as delegated.
  
  
  

Requirements

• Degree in any discipline, preferably in Healthcare, Business, or service-related fields.
• Minimum 2 years of relevant operational experience; supervisory experience is preferred.
• Experience in healthcare, hospitality, retail or other service-focused sectors is an advantage.
• Strong communication and interpersonal skills, with a passion for service excellence.
• Proven ability to work independently, adapt quickly and solve problems in a fast-paced environment.
• A strong team player with a collaborative mindset and a willingness to support and learn from others.