As a Senior Executive/Assistant Manager, you are responsibleto support the day-to-day operations of the Care and Call Centre(CareHub) to meet CareHub's service standards, key performanceindicators (KPIs) and deliver a positive customer experience forresidents and community partners who reach in to CareHub forsupport to age well in the community.

You willwork closely with stakeholders and the CareHub team including CallCentre Officers (CCOs) who are helming CareHub, to draft, developand implement requirements (including IT systems) and collaborativeworkflows and SOPs to bring plans into reality dovetailed toimplementation timeline, organisation's strategies, priorities andnational's directives. You will ensure that CCOs are properlytrained and supported by a relevant knowledge management system tosupport handling of enquiries in the most professional and timelymanner.

You will have the opportunity to supportthe developmental plans and partnerships of CareHub by driving andfacilitating conversations with stakeholders and community partnersto further develop CareHub and review CareHub's functions andinitiatives which improve outcomes in tandem with the widercommunity ecosystem.

Another key accountabilityis data visualization and reporting of CareHub's KPIs and standardsto stakeholders and senior management in a timely manner. You arepassionate about service and innovation with a quality improvementmindset and shall play an active role in sustaining the team'spositive and service oriented culture.

You willhave the opportunity to be exposed to other functions / roles inthe division if you have the capability to take on concurrentroles.

Key accountabilities but not limitedto:

1. Support the day-to-day operationsof the CareHub including being the point of escalation whenrequired, in line with CareHub's service standards, key performanceindicators (KPIs), developmental plans and organisation'spolicies
2. Support in the implementation ofCareHub's functions and IT systems through monitoring and trackingof timelines, translating plans and requirements into actionableworkflows, development/review of SOPs to working collaborativelywith stakeholders, vendors and users to propose go-forwardsolutions to meet implementation timeline
3. Facilitate collaborative conversations and changemanagement with presentation slides internally and withstakeholders to further develop CareHub's functions and facilitateadoption of new/improved workflows and SOPs
4. Support in the continuous development and implementationof projects and quality initiatives to enhance operationaleffectiveness and efficiency with a focus on providing a positivecustomer experience in line with CareHub's standards andKPIs.
5. Risk management incorporated inworkflows and SOPs
6. Ensure that Call CentreOfficers are competent and trained in the most efficient and timelymanner supported by a relevant knowledge managementsystem
7. Data visualization and reporting ofCareHub's KPIs and standards to stakeholders and senior managementin a concise and timely manner
8. Utilise datadriven approach to identify opportunities and forecast growth areas/ trends to further develop CareHub
9. Keepabreast of the current issues impacting the healthcare industry andconduct periodic scanning for new ways and modes which CareHubcould better support our residents andpartners

Requirements

• Good bachelor's degree in any discipline.
• Preferably with relevant Contact Centre / healthcare andoperations related experience
• Have experiencewith project management and working collaboratively withstakeholders at all levels to successfully deliver outcomes / meetproject milestones
• Highly adaptable andresponds with resilience when faced with multiple demands, shiftingpriorities and ambiguity
• Highly independent,self-motivated and collaborative in team setting
• Good analytical and organization skills with attention todetails
• Excellent interpersonal,communication, presentation, writing and problem solvingskill
• Ability to analyse complex issues,identify and communicate potential solutions to getbuy-in
• Ability to interpret data, visualizeand derive insights to drive outcomes
• Positiveattitude with a customer experience mindset
• Possess Quality improvement (QI) mindset to ensurestandards are relevant, maintained and CareHub is constantlyinnovating to be better
• Proficiency with datavisualization / processing and Microsoft suite of applications (eg.Excel, Powerpoint, Word)