Senior/ Assistant Manager, Service and Operations (Contract till 31 Mar 2028)(10507) - National University Polyclinics

You will be part of the Service & Operations department focusing on Digital Enablement & Transformation (DET) of IT systems, in particular software applications used by NUP department/end users and patients, including but not limited to Next Generation Electronic Medical Record (NGEMR), Electronic Queue Management System (QMS), New Billing System (NBS), and mobile applications such as Health Hub (HH).

As a User Champion with a key focus on endpoint applications, you will represent the department and critically, end users in User Acceptance Tests (UAT) including formulation and running of test scripts/scenarios, end-to-end/integrated testing to ensure interoperability of interdependent systems, as well as full dress rehearsals/final verifications in collaboration with user departments, Synapxe and third-party vendors to ensure system readiness for polyclinic go-live. For continuous improvement, you will drive and undertake enhancements on key functionalities of applications to improve overall system performances, user-friendliness and intuitiveness, leading to higher digital adoption rate for NUP patients.

As a de facto expert on applications, you will also provide timely advice and support, in partnership with Synapxe support teams and relevant vendors to troubleshoot and resolve IT-related issues arising from systems/applications used by NUP end users.

Being a member of the DET workgroup, you are required to support clinic operations in achieving the set KPIs and HQ’s strategic and tactical plans & deliverables, as well as NUHS Cluster and NUP-wide initiatives and programmes. You will collaborate with cross-functional/department teams to drive, analyse, identify and implement containment and long-term solutions to improve the performances of IT systems/applications.

Responsibilities

• Oversee IT systems and applications that support clinic operations, service providers, ops users, and HQ digital transformation efforts.
• As SAS HQ POC, coordinate and liaise with cluster work groups (e.g., Group Service Transformation, Group Medical Record Office, etc.) to align and harmonize solutions in user interfaces/functionalities for Cluster or NUP systems such as HH, SMS system, pharmacy automation, QMS, NGEMR, etc.
• Drive and collaborate with clinics to co-develop and implement enhancements to DET workgroup initiatives and NUP IT work plan.
• Maintain comprehensive documentation of system/application configurations and end user workflows, as well as perform regular user access matrix reviews with Clinic POCs.
• Ensure timely resolution of IT-related issues at clinic level and HQ.

Requirements

• Degree in any discipline.
• Candidates with at least 4 years of relevant working experience, preferably in IT domain supporting operations.
• Possess good writing, presentation and communication skills.
• Strong people skills with the ability to engage and work with internal/external stakeholders.
• Meticulous and able to work well in a team-based environment with a proactive mindset in problem-solving and solution implementation.
• Good organization skills, able to multi-task and work under tight timelines.