Job Description
The Cluster Manager is both a manager as well as a leader and shall conduct himself/herself as a strong ambassador of the NTUC Health corporate values at all times.
The Cluster Manager manages a cluster of day care centres and is responsible for the sustainable and continued growth of the business and people through
growth in number of clients (reach), revenue, profit and productivitypositive client and caregiver experience via effective delivery of our model of careengaged, motivated and competent staff This must be achieved within the policies and practices of NTUC Health, NTUC Enterprise and the relevant authorities.
In addition to being directly responsible for the Community Care Managers(CCM) within the cluster, the Cluster Manager is also an integral member of the Day Care HQ team and works with the NTUC Health HQ corporate functions and external partners to develop and implement plans to achieve long term centre objectives.
This role is ideal for a candidate who has the potential and dedication to developing himself/herself personally and professionally so as to contribute to NTUC Health's purpose and vision.
Job Responsibilities
Operations
Ensure coverage of the CCM's role at the centre in their absence temporarily, when neededEstablish and enforce Standard Operating Procedures (SOP) and/or work processesSecure compliance to policies and compliance of NTUC health, NTUC Enterprise and the relevant authoritiesAnalyse performance and act on challenges and opportunities to exceed goalsImprove productivity by improving processes, equipment, and staff capabilities (operational excellence)Assist in the introduction and implementation of new services, programmes, equipment, initiatives and systemsRepresent the BU (BU Lead) to coordinate activities between the BU and corporate office in one or more functions Quality of Care
Ensure that the standards of cluster's day-to-day operations are being met as per SOP and service agreements - in the area of meals, transport arrangements, medication preparations, centre facilities, clients' activities and programs, procedures and safetyEnsure incident reports are reviewed and if required, to consult the Nurse Clinician.
Root Cause Analysis (RCA) is to be conducted if required and escalated to the relevant internal partners (i.e. HR and RO, if required)Oversee and support CCMs in the management of incidents and conflicts, be involved in mediation where necessary Customer Satisfaction
Ensure NTUC Health SCC's model of care is experienced and appreciated by clients and caregivers Assist and facilitate inter-cluster/cross-agency/discipline collaborations where necessaryReview and propose enhanced services through value adding processes (e.g. projects, events, external partnership).Secure a positive customer journey for clients and caregivers in all touchpoints People Management and Development
Ensure a strong and positive Just Culture and Leadership Culture in all centresSecure a strong development and succession plan within the cluster, supported by relevant development plans and talent mappingFormulate training plan of CCMs to upgrade their competencies and capabilities aligned to organisational needs Support the interviews, assessments and selection of suitable candidates.
This includes participation in job fairs for recruitment.
Client (Reach), Revenue, Profit and Productivity Growth
Responsible for the overall performance of the cluster according to set objectives and goalsSupervise the implementation of investment plans for each centre. Additional Responsibilities
To support the Head of Day Care in the on-going development of the day care service.
Implementation of new initiatives and practice development, pilot projects/monitor/audit and introduction into mainstream service delivery.
Participate in the strategic planning of NTUC Health Senior Day Care service. Qualifications
Degree in Business Management / Nursing / Pharmacy / Therapy / Social Work or other relevant fields.3 to 5 years' experience in leadership and managementTeam player with strong internal and external customer focus.Matured individual to work independently and is proactive in following-upExcellent communication (written and verbal) and negotiation skillsExcellent organisational, leadership, and people management skillsInnovative problem solver with strong people development mindsetEnjoy working in elderly setting