Deputy Director/ Senior Assistant Director, Case Management Operations

(What the role is)

The Deputy Director/ Senior Assistant Director, Case Management Operations (CMO) oversees vaping case management operations and manages day-to-day case management workflows across the different tracks, ensuring effective case intake, processing, and resolution while coordinating with multiple agencies for seamless handoffs and compliance monitoring.

The incumbent works in a fast-paced environment that requires managing multiple operational priorities and stakeholder relationships simultaneously to support the national effort against vaping.

(What you will be working on)

Case Management Operations & Track Coordination

• Oversee comprehensive case management operations ensuring effective case intake, processing, and resolution workflows.
  
  Monitor case handoffs to relevant agencies and manage transfer of cases through appropriate intervention pathways including mandatory rehabilitation regimes with compliance monitoring and testing requirements.
  
  

Exceptional Case Management & Escalation Handling

• Manage complex and exceptional cases requiring non-standard interventions, urgent escalations, or cross-pathway decisions.
  
  Oversee operational protocols for edge cases, coordinate emergency responses, and ensure appropriate resolution pathways for high-priority or sensitive cases requiring intervention.
  
  

Senior Stakeholder Management & Inter-Agency Leadership

• Lead senior-level coordination with MOE, MINDEF, ICA, MOM, MHA and other agencies for strategic case management initiatives.
  
  Establish partnerships for case referrals, follow-ups, and operational arrangements including laboratory testing coordination, ensuring effective inter-agency collaboration.
  
  

Performance Oversight & Strategic Reporting

• Oversee performance management systems and reporting on case management operations.
  
  Monitor operational effectiveness, compliance rates, and case resolution outcomes to support senior leadership decision-making and operational planning initiatives.
  
  

Policy Translation & Operational Excellence

• Translate vaping policies into comprehensive operational procedures and workflows.
  
  Lead improvement initiatives for case management processes and establish quality standards and governance frameworks across all operational activities.
  
  

Other duties

• Perform any taskings and duties as directed by CEO HSA.
  
  

(What we are looking for)

• A strong background, preferably in healthcare, public health, public administration, or related field with minimum 6-8 years' experience in case management operations, healthcare administration, or public health programme management.
  
  

• Strong leadership experience managing teams and complex operational workflows with demonstrated ability to translate strategic policies into operational frameworks and oversee performance management across diverse stakeholder groups.
  
  

• Proven competency in inter-agency coordination and senior stakeholder management with experience coordinating partnerships with government ministries, statutory boards, and external agencies in healthcare or public health operational contexts.
  
  

• Comprehensive experience in performance oversight, strategic reporting, and operational planning with ability to monitor compliance standards, analyse operational effectiveness, and support senior management decision-making through strategic reporting and analytics.
  
  

• Excellent strategic and analytical capabilities with strong communication and leadership skills, proven stakeholder management competencies, and demonstrated track record of driving operational excellence in dynamic, multi-priority government environments.