Chief Operating Officer

The Chief Operating Officer (COO) oversees the Veterinary hospital’s operations, ensuring efficiency, profitability, and high-quality client services. This role is responsible for staff management, financial oversight, regulatory compliance, and high-quality service

efficiency through overall business operations.

This role will play an authority role to make strategic decisions affecting the hospital’s overall success to define the future growth and ensuring that clinical excellence is supported by robust, efficient, and scalable operations.

Who the role reports to:

Direct Report- The three owners jointly (or a designated

“Managing Partner”).

The COO is fully accountable to ownership for financial and operational

performance, while maintaining a close, day‑to‑day partnership with our clinical leadership.

Who Reports to this role- For clinical operational accountability, this role will have following functions reporting to the role:

Nurse Manager

• Client Services & Reception Manager

This role will be supported by other functions like HR, Finance, Purchasing, IT & Facilities.

Work schedule - 5 days’ work week from Monday to Friday on rotational basis from 9 am to 6 pm or 8 am to 5 pm as per the need of the organisation

Job Description

Hospital Operations

Develop, implement, and regularly update Standard Operating Procedures (SOP’s) and ensure SOP compliance. Maintain staff operational readiness through structured training along with the Nurse Manager.

Standardize patient-handling protocols, ensuring compliance with regulatory standards and ethical guidelines. Benchmark patient recovery rates against industry-leading veterinary hospitals, identifying areas for refinement. Champion workflow automation and technology adoption to enhance efficiency. Lead process improvement projects focused on cost reduction and with clear KPI tracking for ROI assessment and adopting best practices from industry.
• Oversee workforce planning and support critical staffing decisions during high caseload or mass casualty events to ensure 24/7 hospital operations run smoothly, including emergency protocols.
• Implement and monitor infection control, biosecurity measures, and lead emergency preparedness (e.g., for power outages, pandemics, infectious outbreaks) benchmarking against leading veterinary hospitals.

Customer Service & Communication

Implement a structured client education program, ensuring transparency in treatment plans and post-discharge care.

Develop service quality benchmarks, ensuring staff consistency in patient interaction and reducing miscommunications. Ensure excellent client journey from admission to discharge, including communication flow, billing, and aftercare. Optimize post-care follow-up processes, increasing satisfaction scores and retention through personalized outreach. Monitor client complaints and feedback; implement service recovery strategies

Legal Standards & Compliance

Ensure compliance with AVS, SVA, and all relevant regulatory requirements and maintain up-to-date records for licensing, certifications, and inspections.

Maintain audit-ready documentation protocols, ensuring seamless retrieval and conduct quarterly legal compliance audits. Establish a feedback loop with legal advisors, ensuring continuous updates to compliance protocols. Develop staff training modules focused on compliance awareness, ensuring adherence to veterinary codes of practice. Implement structured documentation processes and tracking of all legally mandated veterinary procedures, avoiding regulatory violations. Optimize reporting mechanisms for medical and legal incidents, ensuring swift resolution and minimal disruptions. Ensure alignment with Singapore Veterinary Association (SVA) guidelines, incorporating the latest regulatory updates. Lead preparation and execution of hospital accreditations or certifications. Handle Vet licensing enquiries from Vets and licensing authorities.
• Serve as the main point of contact for regulatory authorities.

Human Resources & Workforce Planning

Manage and support Department Heads and Vet Interns.

• Coordinate and conduct interviews along with Department Specialist and HR.
• Coordinate student placements in departments and maintain records for student Externships and Student Internships.
• Address disciplinary issues for timely action for all clinical staff and work with HR for implementation.

Finance & ROI Optimization

Track industry financial trends, incorporating best practices from leading veterinary hospitals for revenue enhancement.

Prepare, manage, and monitor hospital budgets and financial forecasts. Collaborate with CFO or finance manager to manage operational budgets, procurement, and CAPEX projects. Conduct regular financial analysis to inform operational decisions and identify cost-saving initiatives while maintaining quality. Collaborate with leadership on strategic financial planning and investment to optimise cost-efficiency.
• Generate and present financial reports to management and stakeholders to ensure compliance with financial policies and regulatory requirements.

Qualifications & Experience needed:

At least 10 years of relevant experience or background in healthcare / hospital administration (veterinary or human) or business operations is highly beneficial.

A bachelor’s degree in business administration, healthcare management, or a related field. Prior experience in hospital administration or veterinary practice management with strong leadership, financial management, HR, and customer service skills. People Manager looking after employee concerns and people management with strong problem-solving and decision-making abilities.
• Excellent communication and organisational skills. Capable of balancing empathy (for staff/clients) with business efficiency.