Director, Operations

1.     Provide strategic leadership and overall direction for the Company's operations nationwide to ensure operational excellence, customer satisfaction and sustainable business performance.

2.     Develop and implement the Company's Operations Strategy in alignment with the Company's Vision, Mission, Corporate Strategy and Business Plan.

3.     Lead and oversee all State General Managers to ensure consistent operational standards, service delivery and compliance across all operational regions.

4.     Ensure compliance with the Hospital Support Services Concession Agreement, Company policies, Quality Management System (QMS), MAP, HSIP, TRKPI and all statutory and regulatory requirements.

5.     Drive operational excellence through continuous improvement, productivity enhancement, service innovation and operational standardisation across all states.

6.     Monitor operational performance against approved Key Performance Indicators (KPIs), Company Performance Assessment (CPA), Customer Feedback Survey (CFS), Customer Satisfaction survey (CSS) and deduction performance.

7.     Lead initiatives to minimise operational deductions, improve operational efficiency and enhance profitability without compromising service quality.

8.     Develop strategies to improve customer satisfaction, strengthen client relationships and maintain high standards of service delivery across all healthcare institutions.

9.     Establish and maintain strategic relationships with the Ministry of Health (MOH), Hospital Directors, Government agencies, regulatory authorities and key stakeholders.

10.   Ensure operational readiness, business continuity and effective mobilisation for new contracts, concession expansions and strategic projects.

11.   Lead operational planning, resource optimisation and manpower strategies to ensure efficient utilisation of resources across all operational regions.

12.   Oversee the preparation and management of operational budgets, ensuring effective cost control and prudent utilisation of financial resources.

13.   Review operational performance reports, analyse trends and implement corrective actions to improve service delivery and operational outcomes.

14.   Lead operational risk management by identifying strategic and operational risks, implementing mitigation plans and ensuring organisational resilience.

15.   Promote and strengthen Health, Safety, Security and Environmental (HSSE) compliance throughout all operational activities.

16.   Drive digital transformation, automation and technology adoption to improve operational efficiency, reporting and customer experience.

17.   Lead cross-functional collaboration with Business Development, Finance, Human Resources, Procurement, Legal and other divisions to support the Company's strategic objectives.

18.   Develop leadership capability, succession planning and talent development programmes for State General Managers and operational leaders.

19.   Promote a high-performance culture that encourages accountability, innovation, continuous improvement and operational excellence.

20.   Review and recommend improvements to operational policies, procedures, standards and governance frameworks.

21.   Prepare and present operational performance reports, strategic initiatives and improvement plans to the Chief Executive Officer, Executive Committee and Board of Directors.

22.   Represent the Company in operational, contractual and strategic meetings with customers, Government agencies, regulatory authorities and external stakeholders.

23.   Ensure the Company's reputation is protected through effective operational governance, customer engagement and service excellence.

24.   Execute any other duties and responsibilities as assigned by the Chief Executive Officer from time to time.

Requirement:

• Bachelor’s degree in engineering, Facilities Management, Healthcare Management, Business Administration or related discipline.
• Master's Degree (MBA or equivalent) will be an added advantage.
• Minimum 15 years of relevant experience in Hospital Support Services, Facilities Management or Operations Management.
• Minimum 10 years in senior management or executive leadership.
• Proven experience managing multi-site operations and large operational teams.
• Experience in concession management will be an added advantage.
• Excellent leadership and people management skills.
• Strong strategic planning and decision-making capability.
• Excellent communication and stakeholder management skills.
• Strong financial and commercial acumen.
• Strong analytical and problem-solving skills.
• Excellent negotiation and conflict resolution skills.
• Strong knowledge of the Hospital Support Services Concession Agreement.
• Good understanding of hospital operations and facilities management.
• Sound knowledge of budgeting, financial management and resource planning.
• Good understanding of quality management systems, operational excellence and continuous improvement.
• Knowledge of corporate governance, risk management and regulatory compliance.