Family Group: Administration
Manager (Operations), Digital Apps Office
Job Summary
The Manager, Operations for the Digital Apps Office is responsible for ensuring smooth operations and overseeing team coordination to ensure timely, budget-compliant project completion, aligned with the established directions for the NHG Cares App (NCA). NCA is designed to meet the needs of NHG Patients, Caregivers, and Residents. This role involves collaborating with stakeholders to drive high adoption rates and customer satisfaction. Additionally, the Operations Manager establishes standard operating procedures, disaster recovery plans, and user support systems, ensuring the success and resilience of the NCA. Serving as a product ambassador both internally and externally, this role maintains proactive communication with stakeholders.
Responsibilities
Develop and implement standard operating procedures and best practices to support NCA operations.
Build an effective end-user support and feedback response experience, overseeing Level 1 business-as-usual operations.
Manage, maintain, and regularly update disaster recovery and business continuity plans to minimize potential impacts on operations.
Regularly update stakeholders on project and team status, key metrics, ensuring transparency, relationship building, proactive engagement, and feedback.
Measure and communicate product performance and impact post-launch to ensure feature effectiveness.
Monitor progress, update plans, and address obstacles to ensure on-time and budget-compliant completion in collaboration with Plans and Development teams.
Support Digital Services in defining the go-to-market approach, product positioning, and driving mass adoption.
Organize and conduct workshops and events to increase awareness and utilization of NCA, its features, benefits, and user guide, enabling staff to act as NCA ambassadors when sharing NCA with patients, caregivers, and residents.
Conduct market research to understand current trends, competitor strategies, and emerging technologies.
Requirements
Bachelors degree in Computer Science, Business, Marketing, or a related field.
Minimum 5 years of experience in operations, with at least 1 year in a managerial role.
Experience in the healthcare industry, technologies, or mobile apps is an advantage.
Strong business acumen, service attitude, analytical and problem-solving skills.
Excellent verbal and written communication, presentation, and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels. Capable of working effectively under tight deadlines and managing tasks independently.
Ability to translate data and insights into actionable strategies and easily understandable concepts for executive reports.
