Director, Patient Services, Operations Division

We are seeking a Director, Service Operations to provide strategic and operational leadership across the Patient Services Division. Reporting to the Chief Operating Officer, the role leads a division of nearly 600 staff and drives patient journey transformation through service innovation, process redesign, workforce optimisation, and operational excellence to deliver high-quality, patient-centred care.

You will be accountable for the division's performance, culture, and direction, ensuring that patients and internal stakeholders receive seamless, high-quality care delivered efficiently and sustainably. The successful candidate will possess strong strategic and operational leadership capabilities, coupled with high emotional intelligence and stakeholder management skills to lead diverse teams, build partnerships, and drive change in a complex healthcare environment.

Responsibilities:

• Lead the strategic planning and operational management of the Patient Services Division, ensuring alignment with corporate objectives and performance targets set in partnership with the COO.
• Collaborate with Heads of Department to develop, implement, and monitor divisional plans and initiatives.
• Formulate, review, and approve policies, procedures, and quality plans to enhance patient care outcomes and uphold patient safety standards.
• Establish and monitor key performance indicators (KPIs) to drive operational excellence and service quality across the division.
• Lead enterprise-wide process redesign and innovation initiatives to transform patient journeys, optimise care delivery models, enhance patient experience, and improve operational efficiency.
• Identify, lead, and implement process improvement initiatives to streamline workflows, eliminate inefficiencies, leverage technology, and improve service delivery cost-effectiveness.
• Drive service transformation efforts by reimagining care pathways and operational processes across inpatient, outpatient, emergency and ancillary services to support evolving healthcare needs.
• Lead the coordination, planning, and operational readiness of new and redeveloped patient care areas, ensuring seamless transitions and continuity of care.
• Develop and leverage workforce analytics capabilities to support manpower forecasting, workforce planning, and resource allocation.
• Partner with the Human Resource and Talent Management teams to drive succession planning and develop high-potential employees within the division.
• Oversee and manage the division’s annual budget to ensure effective resource utilisation and financial stewardship.
• Implement systematic monitoring and reporting mechanisms to optimise operational and financial performance.
• Foster strong partnerships with key healthcare, community, and cross-sector stakeholders to strengthen care integration and service delivery across the healthcare ecosystem. Adapted from the original stakeholder partnership requirement.
• Drive collaboration across healthcare partners and care settings to enhance patient services, improve care coordination, and achieve greater operational efficiencies across the healthcare network. Adapted from the original integration objective.
• Represent the hospital on institutional and cluster-level committees, providing strategic leadership and administrative expertise.

Requirements:

• Bachelor’s Degree in Health Sciences or Masters in Business Administration / Health Management will be added advantage
• At least 15 years of relevant work experience in administration, project management, with at least 5 years in a complex healthcare setting
• Demonstrated ability to lead large, multidisciplinary teams and build a collaborative, high-performing culture
• Strong project leadership, financial and analytical skillsets and management experience
• Demonstrated high emotional intelligence, with the ability to influence, engage and build trust with staff, clinical leaders, patients and stakeholders across all levels of the organisation.
• Strong change management, communication and interpersonal skills, with a collaborative and inclusive leadership style.
• Proven ability to lead through complexity, manage competing priorities, and navigate organisational change effectively.
• Proven ability to translate high-level strategy into actionable operational plans and projects
• Comfortable working in a dynamic, complex environment and adapting to evolving priorities
• Familiarity with technology adoption and process engineering in a service operations context

Only shortlisted candidates will be notified