Manager, SOC Services (First Visit Resource Team)

Institution: Khoo Teck Puat Hospital

Family Group: Administration

Skills & Competencies

• Stakeholder Management – Ability to build and maintain effective working relationships across departments and the wider NHG ecosystem.

• Leadership & People Management – Strong capability in leading teams, workforce planning, rostering, performance management, staff development, and fostering a positive work environment.

• Process Improvement & Design – Ability to analyse, simplify, and optimise complex operational workflows, including developing and maintaining process maps and standard operating procedures.

• Data Analytics & Reporting – Competent in interpreting operational data, identifying trends, and translating insights into actionable improvement initiatives.

• Systems & Digital Proficiency – Strong aptitude for healthcare information systems, particularly EPIC, including appointment scheduling workflows, reporting functionalities, and system enhancement opportunities.

Personal Attributes

• Detail-Oriented – Meticulous and thorough in managing complex referral and contact centre operations, ensuring accuracy, consistency, and smooth workflow execution. Demonstrates the ability to identify gaps, trends, and opportunities for continuous improvement.

• Innovative & Improvement-Focused – Embraces new technologies, digital solutions, and emerging capabilities such as AI to drive operational excellence, improve service delivery, and enhance organisational outcomes.

• Resilient & Adaptable – Able to perform effectively in a dynamic and fast-paced environment, managing changing priorities while maintaining a positive and solutions-oriented mindset.

• Courageous & Influential – Confident in advocating for operational requirements and departmental interests while aligning with broader organisational goals. Demonstrates sound judgement, constructive negotiation skills, and the ability to navigate differing viewpoints professionally and productively.

• Collaborative – Works effectively with diverse stakeholders, fostering trust, partnership, and alignment to achieve shared objectives across the organisation.

Preferred Candidate Profile

The ideal candidate is a seasoned operations leader with strong stakeholder management skills, a data-driven mindset, and a passion for service excellence. He/she should be comfortable managing complex workflows, leading teams through change, leveraging technology to improve operations, and working collaboratively across the healthcare ecosystem to achieve organisational goal

Experience

• Preferably 5 or more years of relevant working experience in operations, service management, or a related field.

• Healthcare experience is advantageous but not mandatory.

• Proven experience in managing and leading a sizeable team of ancillary, administrative, or operational staff (minimum 10 team members).

• Proficient in data analysis and reporting tools such as Microsoft Excel, Power BITableau, or equivalent platforms.

• Experience with the EPIC system is an advantage