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.