全职 Assistant Manager - Non-Emergency Operations 工作, 薪水 up to SGD 4,200, AMBULANCE MEDICAL SERVICE PTE. LTD. 公司招聘中 - Ricebowl

The Assistant Manager, Non-Emergency Operations is responsible for the management and coordination of backend operational support and client management functions for the Non-Emergency Ambulance Services ("Non-E") portfolio.

The role oversees Controllers, Event Operations, Deployment and Administration, while serving as a key operational liaison for clients and internal stakeholders.

The Assistant Manager works closely with the Operations Manager, who focuses primarily on manpower, crews, vehicles and ground operational execution.

Job Description:

1. Backend Operations Management

• Oversee the day-to-day functioning of the Non-E backend operations team.
• Coordinate between Controllers, Event Operations, Deployment, Administration and ground Operations.
• Ensure operational and administrative matters are followed through and closed within required timelines.
• Review workflows, SOPs and processes to improve operational efficiency.
• Escalate ground operational matters to the Operations Manager where required.

2. Client Management

• Serve as a key operational liaison for all Non-E clients, including healthcare institutions, government agencies, corporate clients, event organisers and other contracted or ad-hoc clients.
• Maintain strong working relationships with client stakeholders.
• Handle escalated client queries, complaints and service-related issues.
• Facilitate complex or exceptional service requests.
• Coordinate responses to service delays, availability issues and operational concerns.
• Attend client meetings and service reviews where required.
• Ensure client-specific workflows, requirements and agreed arrangements are properly documented and communicated.
• Monitor service standards and contractual KPIs.
• Identify recurring service issues and coordinate service improvement initiatives.

3. Controller Management

• Supervise and provide guidance to the Non-E Controllers.
• Ensure compliance with booking, dispatch, communication and escalation procedures.
• Monitor booking accuracy, response timelines and case documentation.
• Review recurring Controller errors and implement corrective measures.
• Ensure proper shift handovers and follow-up of outstanding cases.
• Support coaching and performance management of Controllers.

4. Event Operations Oversight

• Oversee the Event Operations function supported by 3 Event Executives.
• Ensure event requirements are properly captured and translated into operational deployment requirements.
• Review upcoming events, resource requirements and operational arrangements.
• Handle escalated event client matters and significant changes.
• Coordinate with Deployment and the Operations Manager on manpower, ambulance and operational requirements.
• Review event-related service issues, complaints and post-event follow-up.

5. Deployment Oversight

• Oversee the Deployment Executive and deployment planning process.
• Ensure planned deployments are accurately documented and communicated.
• Monitor manpower and vehicle requirements against upcoming commitments.
• Coordinate changes, extensions and cancellations.
• Highlight potential resource constraints to the Operations Manager.

6. Complaints and Incident Management

• Coordinate investigation and documentation of operational incidents and complaints.
• Obtain and review incident statements from staff, witnesses and relevant parties.
• Compile supporting records and establish incident timelines.
• Prepare incident and complaint summaries for management review.
• Coordinate client responses and follow-up actions.
• Maintain incident and complaint trackers through to closure.
• Identify recurring issues and recommend corrective actions.

7. Workplace Incident and WICA Documentation

• Coordinate preparation of operational documentation required for workplace incidents and WICA claims.
• Obtain employee, supervisor and witness statements where required.
• Compile relevant rosters, attendance records, jobsheets and deployment records.
• Collate medical certificates, light-duty documents, receipts and other supporting records where applicable.
• Follow up on outstanding documentation with employees and relevant stakeholders.
• Coordinate with HR on WICA documentation requirements and case follow-up.

8. Administrative and Jobsheet Verification Oversight

• Oversee the Admin Executive in supporting the administrative requirements of Non-E Operations.
• Ensure jobsheets and supporting operational documents are verified accurately and within required billing timelines.
• Review escalated discrepancies involving service timings, waiting time, cancellations, extensions and additional resources.
• Coordinate clarification with Controllers, crews, clients and Finance where required.
• Ensure proper filing and maintenance of operational records.
• Support preparation of documentation required for billing, audits, tenders and client requirements.

9. Quotation and Invoice Clarification

• Clarify operational requirements for quotations.
• Support clarification of manpower, ambulance, equipment and service requirements.
• Review operational discrepancies relating to invoices.
• Coordinate supporting documentation for billing clarification.
• Liaise with Finance and relevant stakeholders on operational aspects of billing.

10. Vehicle Documentation Oversight

• Maintain oversight of documentation relating to the Non-E vehicle fleet.
• Monitor road tax, insurance, inspection, maintenance, servicing, licensing and other relevant records.
• Ensure appropriate trackers are maintained and upcoming expiries are highlighted.
• Coordinate with Fleet and the Operations Manager on documentation requirements.
• Ensure vehicle records are readily available for audits, tenders and client requirements.

11. KPI, Reporting and Documentation

• Monitor contractual KPIs and service standards.
• Review potential KPI failures and coordinate supporting documentation.
• Maintain oversight of operational, client, complaint, incident and performance trackers.
• Coordinate management reports and service performance updates.
• Ensure important client agreements, exceptions and operational decisions are properly documented.

12. Team Leadership and Process Improvement

• Provide day-to-day leadership and direction to the backend operations team.
• Assign priorities and monitor completion of work.
• Coach and develop team members.
• Review work quality and operational performance.
• Identify workflow gaps and implement process improvements.
• Improve coordination between clients, backend teams and ground Operations.

Requirements:

• Diploma or Degree in Operations Management, Business Administration, Healthcare, Logistics or related discipline.
• Relevant operations or supervisory experience.
• Experience in healthcare, ambulance, transport, logistics or service operations preferred.
• Strong organisational, communication and stakeholder-management skills.
• Able to manage multiple clients and operational priorities.
• Strong documentation and follow-up skills.
• Able to handle complaints and escalated operational matters professionally.
• Good analytical and problem-solving ability.
• Proficient in Microsoft Office applications.

Established in 2007, AMS has grown to become one of Singapore’s largest private ambulance operators, with a fleet of 65 ambulances and 50 dedicated ambulance crew teams. Committed to delivering the highest standards of medical care, AMS serves both its customers and the broader community with excellence. The company remains steadfast in its mission to enhance its services and capabilities through continuous innovation and improvement.