Executive, Operations

COMPANY DESCRIPTION

NTUC Health Co-operative Limited (NTUC Health) is an NTUC enterprise that provides a comprehensive and integrated suite of quality and affordable health and eldercare services to meet the growing needs of families and their dependents. Building on more than four decades of experience and expertise, NTUC Health is among the largest senior day care, nursing home and home personal care providers in Singapore. It also offers other services for seniors such as an active ageing hub, senior activity centres, community support for vulnerable seniors, and a sheltered / senior group home. In addition, it runs a chain of dental clinics, and a family medicine clinic.

RESPONSIBILITIES

In this role, you will support the planning, implementation, and evaluation of programmes and initiatives that promote the well-being and engagement of seniors within the community care sector. You will work closely with internal teams, community partners, volunteers, clients, and caregivers to support programme operations, stakeholder engagement, service improvement initiatives, and pilot programmes.

This role provides opportunities to gain hands-on exposure to programme coordination, community engagement, operational ground work, programme evaluation, and continuous service improvement within a dynamic community care environment.

Programme Planning and Delivery

• Support the planning, coordination, implementation, and evaluation of programmes and activities for seniors and caregivers.
• Coordinate programme logistics, scheduling, resource preparation, procurement, and operational requirements to ensure smooth programme delivery.
• Work closely with internal stakeholders to support the effective implementation of programmes, services, and pilot initiatives.
• Assist in preparing programme materials, presentations, reports, documentation, and progress updates.

Client Care and Engagement

• Engage seniors, caregivers, volunteers, and community partners to support programme participation and meaningful engagement.
• Administer assessments to clients and caregivers, and perform data collection and data entry activities.
• Provide timely updates to family members and next-of-kin regarding clients' engagement, progress, and participation in programmes.
• Gather feedback from clients, caregivers, volunteers, and stakeholders to better understand their needs and experiences.
• Provide support to clients, caregivers, partners, and stakeholders, including handling enquiries, enrolment, service coordination, and feedback management.

Programme Evaluation and Service Improvement

• Collect, collate, and analyse programme participation data, attendance trends, client outcomes, and stakeholder feedback to support programme evaluation and service improvement.
• Monitor programme indicators and support evaluation activities to assess programme effectiveness and impact.
• Support continuous quality improvement initiatives through operational observations, stakeholder engagement, and programme feedback.
• Support the implementation and evaluation of pilot programmes and service improvement initiatives.

Ground Operations and Stakeholder Engagement

• Conduct ground observations at programme sites and service locations to better understand programme operations, client experiences, and service delivery processes.
• Observe programme operations and client interactions to identify areas for improvement and opportunities to enhance service quality.
• Support the development and maintenance of partnerships with community organisations, healthcare providers, educational institutions, corporate partners, volunteers, and other stakeholders.
• Coordinate stakeholder engagement activities, meetings, outreach, networking, and collaborative initiatives.
• Ensure timely and effective communication between internal and external stakeholders, including therapists, exercise trainers, activity facilitators, volunteers, vendors, and programme teams.
• Support care coordination and follow-up activities to ensure clients and caregivers receive timely support and appropriate linkage to services and resources.

Volunteer Coordination and Staff Support

• Support volunteer recruitment, onboarding, coordination, engagement, and appreciation initiatives.
• Support the onboarding, training, and coordination of Community Care Associates and volunteers.
• Assist in supervising Community Care Associates to ensure the smooth and safe running of programmes and activities.

Administrative and Reporting Responsibilities

• Maintain accurate programme databases, attendance records, stakeholder records, and project documentation.
• Perform administrative duties such as procurement coordination, transport claims processing, budget and expense tracking, and staff roster planning.
• Prepare timely reports and documentation for management, programme funders, audits, and programme evaluation purposes.
• Assist in internal and external audits to ensure programmes meet service model and compliance requirements.
• Provide basic housekeeping and upkeep of programme premises.
• Assist in preparing grant submissions and funding-related documentation where required.
• Perform any other administrative, operational, or coordination duties assigned by the reporting officer.

QUALIFICATIONS

You should:

• Have at least 3 years of relevant experience in healthcare or community care operations, including strong people management experience in leading teams, managing clients, and coordinating day-to-day operational processes.
• Hold a Bachelor's Degree or a Diploma in Health Science Management, Social Services, or a related discipline.
• Possess strong customer service and communication skills, able to engage effectively with both internal and external stakeholders.
• Be helpful and resourceful, able to provide relevant information on seniors' care needs and guide next-of-kin (NOK) through available support and services.
• Be proficient in Google Workspace and Microsoft Office applications.
• Be fluent in English and at least one additional local language to communicate effectively with elderly clients and their families.
• Be willing to travel to visit clients at home as part of care coordination.

It would be great if you:

• Have knowledge of Singapore's community care and healthcare sector, particularly home care services.
• Have experience in process mapping or workflow improvement, with the ability to identify and implement operational efficiencies.

Please note that your application will be sent to and reviewed by the direct employer - NTUC Health