Total 3 job vacancies by St Luke's Eldercare Ltd.

As the Senior Manager/Assistant Director, Integrated Office, you will lead the planning, implementation and continuous improvement of the Integrated Operations Centre (IOC) for Health and Social Care Division and scale up the various functions for the entire organisation in SLEC.

Responsibilities:

1. Support the Mission and Vision of SLEC

a. Be committed to SLEC’s mission and vision and support SLEC’s growth goals and strives to fulfil our strategic mandate.

2. Superior Situation Awareness and Resource Management

a. Enable the IOC to possess superior situational awareness of all capacities and utilization/efficiency rates of all facility and manpower resources across all service lines and services for SLEC on a daily basis.

b. Create business intelligence/analytics with the preparation of Dashboards and Key Performance Indicators (KPIs), which includes Wait Times for Admission, utilisation rates of facilities, efficiencies of staff and etc.

c. Drive performance management with the measurement of performance gaps and recommend improvement opportunities.

d. Collaborate with various HODs of Services/Divisions to improve efficiencies and utilisation rates of all manpower resources and facilities.

e. Liaise with HODs of Services and Centres in possible cross-deployment of manpower resources when minimum headcount/manning situations are breached.

3. Contact Centre Operations

a. Coach and manage Contact Centre Agents to ensure they deliver class-leading service quality which results in high client satisfaction scores and Net Promoter Scores (NPS).

4. Incident Reporting and Management

a. Classify, report and manage incidents using Incident Reporting matrix and protocols.

b. Alert all relevant stakeholders and senior management promptly on major incidents.

c. Facilitate After Action Reviews (AARs) after each incident with relevant stakeholders and share learnings with senior management and colleagues.

5. Care Integration

a. Harnessing technologies, collaborate with HODs to generate a 360 view of each client.

b. Collaborate with relevant HODs and facilitate the formulation of integrated and standardised care plans across various Services and facilities.

c. Facilitate the planning, development and standardisation of care plans which are outcome and evidenced based.

6. Operations Excellence

a. Assist in the formulation in the Operations Excellence Framework.

b. Map and standardise key processes across Services and facilities (including, Admission, Assessment, Financial Counselling, Care Delivery, Billing, and etc).

c. Identify improvement opportunities and work with HODs and Kaizen/Lean Champions to reduce waste, add value and improve efficiencies.

d. Collaborate with HODs to ensure compliance with Standard Work and embark on PDCA/PDSA cycles as part of the continuous improvement effort.

7. Service Excellence

a. Assist in the formulation of the Service Excellence Framework.

b. Champion the Voice of our Customers (VOC), with a holistic plan to engage, understand and improve the Satisfaction and Net Promoter Scores (NPS) of all Centres and Services.

c. Assist in the implementation of building blocks of the Service Excellence Framework. These include including the following:

i. Service Charter/Vision

ii. Service Transaction Maps (STMs)

iii. Service Measures and Metrics

iv. Service Benchmarking

v. Training and Development

vi. Rewards and Recognition, including Role Modelling

vii. Service Culture

Requirements:

1. Education and Credentials

a. Minimum bachelor’s degree in healthcare administration, business administration or relevant field.

b. Minimum 5 years experience in resource management and supervision in frontline operations.

c. Experience in healthcare/social services sector will be advantageous.

2. Job Requirements

a. Deep knowledge of healthcare service and business models, organization and operations, exposure to community health and innovation.

b. Demonstrates strategic thinking abilities.

c. Excellent problem-solving skills with strong conceptual, highly structured, and analytical capabilities to deal with ambiguities.

d. Committed, self-motivated and action-oriented personality with strong ownership to drive business performance and the success of strategy development and implementation.

e. Ability to work independently across different business units and staff levels.

f. Experience working with internal and external stakeholders.

3. Technical Skills

a. Kaizen/Lean trained with practical experience in mapping and standardizing processes.

b. Prepare Work Instructions/SOPs and Workflows for enterprise-wide implementation.

c. Experienced in managing external clients’ feedback, incident management and generating Dashboards/Reports for Leadership Team’s review.

d. Experienced in the planning and implementation of new systems/technologies enterprise-wide.

e. Strong team player with good collaboration skills with multiple internal and external stakeholders.

f. Self-driven and pro-active with high capacity in managing multiple projects/assignments simultaneously.

Proficient in the use of Microsoft Office applications.

As the Senior Manager/Assistant Director, IOC, you will lead the planning, implementation and continuous improvement of the Integrated Operations Centre (IOC) for Health and Social Care Division and scale up the various functions for the entire organisation in SLEC.

Responsibilities:

1. Support the Mission and Vision of SLEC

a. Be committed to SLEC’s mission and vision and support SLEC’s growth goals and strives to fulfil our strategic mandate.

2. Superior Situation Awareness and Resource Management

a. Enable the IOC to possess superior situational awareness of all capacities and utilization/efficiency rates of all facility and manpower resources across all service lines and services for SLEC on a daily basis.

b. Create business intelligence/analytics with the preparation of Dashboards and Key Performance Indicators (KPIs), which includes Wait Times for Admission, utilisation rates of facilities, efficiencies of staff and etc.

c. Drive performance management with the measurement of performance gaps and recommend improvement opportunities.

d. Collaborate with various HODs of Services/Divisions to improve efficiencies and utilisation rates of all manpower resources and facilities.

e. Liaise with HODs of Services and Centres in possible cross-deployment of manpower resources when minimum headcount/manning situations are breached.

3. Contact Centre Operations

a. Coach and manage Contact Centre Agents to ensure they deliver class-leading service quality which results in high client satisfaction scores and Net Promoter Scores (NPS).

4. Incident Reporting and Management

a. Classify, report and manage incidents using Incident Reporting matrix and protocols.

b. Alert all relevant stakeholders and senior management promptly on major incidents.

c. Facilitate After Action Reviews (AARs) after each incident with relevant stakeholders and share learnings with senior management and colleagues.

5. Care Integration

a. Harnessing technologies, collaborate with HODs to generate a 360 view of each client.

b. Collaborate with relevant HODs and facilitate the formulation of integrated and standardised care plans across various Services and facilities.

c. Facilitate the planning, development and standardisation of care plans which are outcome and evidenced based.

6. Operations Excellence

a. Assist in the formulation in the Operations Excellence Framework.

b. Map and standardise key processes across Services and facilities (including, Admission, Assessment, Financial Counselling, Care Delivery, Billing, and etc).

c. Identify improvement opportunities and work with HODs and Kaizen/Lean Champions to reduce waste, add value and improve efficiencies.

d. Collaborate with HODs to ensure compliance with Standard Work and embark on PDCA/PDSA cycles as part of the continuous improvement effort.

7. Service Excellence

a. Assist in the formulation of the Service Excellence Framework.

b. Champion the Voice of our Customers (VOC), with a holistic plan to engage, understand and improve the Satisfaction and Net Promoter Scores (NPS) of all Centres and Services.

c. Assist in the implementation of building blocks of the Service Excellence Framework. These include including the following:

i. Service Charter/Vision

ii. Service Transaction Maps (STMs)

iii. Service Measures and Metrics

iv. Service Benchmarking

v. Training and Development

vi. Rewards and Recognition, including Role Modelling

vii. Service Culture

Requirements:

1. Education and Credentials

a. Minimum bachelor’s degree in healthcare administration, business administration or relevant field.

b. Minimum 5 years experience in resource management and supervision in frontline operations.

c. Experience in healthcare/social services sector will be advantageous.

2. Job Requirements

a. Deep knowledge of healthcare service and business models, organization and operations, exposure to community health and innovation.

b. Demonstrates strategic thinking abilities.

c. Excellent problem-solving skills with strong conceptual, highly structured, and analytical capabilities to deal with ambiguities.

d. Committed, self-motivated and action-oriented personality with strong ownership to drive business performance and the success of strategy development and implementation.

e. Ability to work independently across different business units and staff levels.

f. Experience working with internal and external stakeholders.

3. Technical Skills

a. Kaizen/Lean trained with practical experience in mapping and standardizing processes.

b. Prepare Work Instructions/SOPs and Workflows for enterprise-wide implementation.

c. Experienced in managing external clients’ feedback, incident management and generating Dashboards/Reports for Leadership Team’s review.

d. Experienced in the planning and implementation of new systems/technologies enterprise-wide.

e. Strong team player with good collaboration skills with multiple internal and external stakeholders.

f. Self-driven and pro-active with high capacity in managing multiple projects/assignments simultaneously.

Proficient in the use of Microsoft Office applications.

We are looking for a Director of Communication and Fundraising to join the team.

As a Director of Communication and Fundraising, you will be responsible for the development and implementation of internal employee and external stakeholders’ communication strategies to build St Luke’s ElderCare’s (SLEC) brand awareness, engagement, and brand value to support SLEC’s strategic priorities and growth plans. We will leverage strategic communications through digital and social media platforms to demonstrate the impact of our programmes and services, grow relationships with our stakeholders, and build thought leadership on active ageing that is transformational and innovative.

The Director of Communication and Fundraising will also be responsible for growing and managing income generation to support SLEC in delivering on its mission of transforming community care by enriching the lives of those through graceful and active ageing. The incumbent will develop and implement donor engagement, fundraising, philanthropic strategies and plans to support SLEC’s strategic priorities. The objectives are to establish meaningful relationships with the community, corporations, major donors and sponsors, to retain the current donor base, and develop new donor relationships.

Responsibilities:

Communication

• Develop and deliver SLEC’s communication strategies to effectively communicate with various stakeholders, including current and potential customers, employees, government entities, and the general public.
• Lead the development and building of an engaging and compelling SLEC brand to support SLEC’s vision and mission, leveraging the unique strengths of SLEC to achieve growth targets and strengthen brand recognition in key communities and audiences.
• Oversee all communication channels including media, corporate website, social media and other digital channels. Monitor and analyse communication metrics to ensure their effectiveness.
• Develop and execute an internal communication strategy to ensure employees are informed on organisational news, events, and objectives and proactively engage colleagues on key priorities.
• Initiate market research and translate analysis into well-structured and comprehensible recommendations for corporate communication and marketing initiatives; that will enhance and strengthen SLEC’s overall position in Singapore.
• Promote the effective integration of communications, brand building and public engagement, marketing messages and activities across all SLEC services through online and offline channels.

Media Relations & Crisis Communication

• Develop and implement effective public relations strategies to promote the mission and vision of SLEC.
• Craft senior management talking points, and speeches for internal and external stakeholders. Support Senior Leadership Team in public appearances and media engagements.
• Manage media relations and engagements in terms of media enquiries, writing media releases, preparing media kits and briefing spokespersons on FAQs.
• Support crisis communication efforts and lead the preparation of communication plans and media replies. Strategise and manage public and media relations to mitigate perception risks during times of reputational crises.

Fundraising

• Develop and implement strategies and programmes to expand and diversify donor base/pipeline; develop new income sources; and grow donorship across SLEC’s spectrum of donors ranging from individual, corporations, schools to partners.
• Plan short and long-term fundraising targets to meet funding needs across the organisation and develop effective strategies to achieve the set targets.
• Develop and implement a comprehensive, innovative and integrated fundraising plan as well as establish mutually beneficial partnerships, with a focus on major giving, institutional donors, trusts and foundations, and corporate partnerships.
• Develop a fundraising brand for the organisation's strategic cause to attract philanthropists. Cultivate and manage relationships to ensure long-term sustained philanthropic contributions to the organisation's cause.
• Expand mass market fundraising through direct marketing and online fundraising and ensure stable sustainability of funding through concerted stewardship.
• Create campaign concepts, stewardship of specific audiences, and coordinate data segmentation and contact schedules, with the aim of supporting sustainable, long-term programme growth.
• Work closely with senior leadership, board members, and other stakeholders to identify fundraising opportunities and build relationships with donors.
• Ensure proper governance of funds and full compliance with regulations as required by the Charity Commission, PDPA and Risk Management policies.

Job Requirements:

• Degree in English language, Mass Communications, Marketing or a related field from an accredited institution. A master’s degree in a communications-related field would be an advantage.
• Minimum of 10 years’ experience in corporate communications, media relations and fundraising, in a key leadership position.
• A passion for, and commitment to, serving the elderly in the community care sector.
• High integrity and openness combined with a commitment to good governance.
• Influential leader with the ability to work at both strategic and operational levels and building a high-performance team.
• The ability to work collaboratively and influence effectively across teams and externally to achieve organisational goals.
• Strategic communication skills with excellent writing and storytelling skills to craft Press Releases, Media FAQs, CEO messages, internal and external communication.
• Media relations, PR skills and crisis communications management.
• Track record of developing brand positioning and shaping messaging strategies leading to increased brand recognition.
• Track record of fundraising success, building relationships, and managing individual giving, high-value, and corporate donors.
• Excellent business planning, financial management and budgeting skills.
• Good knowledge of the rapidly changing media and communications industry, and the use of digital technology/channels to deliver and develop integrated communication plans.