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About the role
This role supports the Head of the Service Academy in driving strategic priorities, daily operations and cross-functional initiatives that strengthen service excellence, workforce capability and patient and caregiver experience across NUH. You will provide oversight across training, service coaching, recognition, communications, governance, reporting and administrative operations, ensuring team functions are coordinated and aligned with the Academy's mission of embedding Incredible Care into everyday practice. It suits a well-rounded departmental lead with strong project management and stakeholder engagement skills.
What you'll do
Assist the Head, Service Academy in translating departmental strategies into actionable workplans, initiatives and deliverables.
Manager / Senior Manager, Service Academy job at NUHS, Singapore | WorkJio
Provide day-to-day operational leadership to ensure departmental priorities, timelines and service excellence initiatives are progressed effectively.
Serve as a key support and escalation point for departmental matters, helping to resolve operational issues, align resources and maintain momentum across workstreams.
Oversee and coordinate the functions of team members across service training, on-ground coaching, rewards and recognition, e-learning, eDMs, events, procurement and administrative support.
Guide and support team members in prioritising work, managing timelines, resolving challenges and strengthening the quality of outputs.
Foster a collaborative, accountable and service-oriented team culture that encourages ownership, continuous improvement and cross-coverage when needed.
Monitor the progress and effectiveness of Service Academy initiatives, including WSQ service programmes, service coaching, service e-learning, service recognition and learning journeys.
Work with respective role owners to ensure programmes are planned, executed, evaluated and refined in line with departmental objectives and operational needs.
Identify opportunities to strengthen programme integration so that training, coaching, recognition and communication efforts reinforce one another.
Support the development of new initiatives that enhance staff capability, professionalism, service mindset and consistency in patient and caregiver interactions.
Build and maintain strong working relationships with clinical, operational, administrative and corporate stakeholders to understand service needs and support targeted interventions.
Partner department leaders, Reporting Officers and supervisors to support implementation of Service Academy initiatives and encourage participation from frontline teams.
Collaborate with internal partners such as HR, L&D, Nursing and other support functions to align training, coaching and recognition initiatives with broader organisational priorities.
Support external engagement where relevant, including cross-industry learning, and service excellence sharing platforms.
Oversee the tracking of departmental workplans, deliverables, dashboards and key performance i
Requirements
Bachelor's degree, preferably in Learning & Development or a related field
ACTA or DDLP certification is an advantage
At least 5 years of experience managing a learning & development department
Strong project management and organisational skills, able to manage multiple priorities
Excellent communication and interpersonal skills to engage stakeholders across levels
Passion for service excellence and recognition, with attention to detail and quality
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