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Cluster Manager (Central / North / West) in Singapore at NTUC Health

Date Posted: 4/1/2019

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Job Description

The Cluster Manager is responsible for leading and managing a cluster of day care centres in the area of quality care, people, revenue and profitability. This must be achieved within the policies and practices of NTUC Health team – in the context of best people practices, fair business practices and quality care set.

He / she will need to work closely with the respective centers-in-charged (CIC) within the cluster to develop and implement plans to achieve long term centre objectives.


Major Activities

  • Cover CIC at the centers in their absence temporarily, when needed (i.e. in emergencies or long period of leave)
  • Establish and Enforce Standard Operating Procedures (SOP) and/or work proesses for centre based on guidelines and MOH requirements.
  • Evaluate, identify gaps and provide solutions for area of improvements in clusters' center operations and maximising resources.
  • Keep abreast of any trends and changes in the eldercare's industry to stay competitive and up to date with centers service offerings.
  • Assist in the introduction and implementation of new services, programmes, equipment, initiatives and systems. 


  • Smooth operations of the clusters' day care centre.
  • Improve the center's systems / processes (i.e. Training, Deployment of resources)


Quality Care

Major Activities

  • Ensure that the standards of clusters’ day-to-day operations are being met as per ISO standards and/or SOP – in the area of meals, transport arrangements, medication preparations, centre facilities, clients' activities and programs, procedures and safety.
  • Ensure that cluster centres are up to date in their MOH and ISO audits. This include collaborating with Nursing Team (e.g. Nurse Educator and Nurse Manager). 
  • Conduct family conference and regular case discussion with centre managers on cases with higher complexity.
  • Ensure incident reports are reviewed and if required, to consult Nurse Manager and Nurse Educator. Root-case Analysis (RCA) is to be conducted if required and escalated to the relevant internal partners (i.e. HR and RO, if required).


  • Smooth operations of the clusters' day care centre.
  • Ensure audits are completed (i.e. ISO, MOH, NMTs) and HQ/center goals are accomplished.


Customer Satisfaction

Major Activities

  • Using observation of the centres, input from clients, and knowledge of the market to identify and help each centre capitalise on priorities so that the needs of the clients are satisfied.  
  • Assist to strategize inter-clusters/cross-agencies/disciplines collaborations, when necessary. 
  • Review and propose enhance services through value addiing processes (e.g. projects, events, external partnership).
  • Evaluate the customer journey in the area of awareness(referrals), onboarding, centre experience and customer engagement to improve the customer experience.


  • Good customer feedback for cluster's center operatons and engagement efforts and achieve a minimum recommendation score of 8.


People Management and Development

Major Activities

  • Conduct regular mentoring, coaching and consulting sessions with CICs to help them resolve issues at work (i.e. operational, quality management, managing of staff) and accomplish center's objectives.
  • Work shoulder to shoulder with the team, to create a culture of centre of excellence. Induct new centres managers, and provide support for CIC to develop and grow with best practices. 
  • Conduct appraisal and evaluate performance in a fair and constructive manner. Guide and work with CIC to handle complex cases, when required. 
  • Formulate training plan of CICs to upgrade their competencies and skillset that is aligned with organizational directive. 
  • Create and manage a manpower resource plan for headcount budgeting, succession planning and career progression.
  • Responsible for interviewing, assessing and selecting suitable candidates based on centre requirements and organisational goals and values. This include participation in job fair for recruitment. 


  • Motivated and productive CICs to meet centre targets and key performance indicator.
  • Hire staff that is competent for the job and fit in the organisation.


Revenue Growth and Optimum Profit

Major Activities

  • Oversees the P&L accounts of clusters centres and look into areas of improvement (i.e. budget, expenses, manpower and design).
  • Supervising the implementation of reinvestment plan for each centre.


  • Ensure that centers operating revenues and expenditures are efficient and healthy. 

Job Requirements

  • Degree in Business Management / Nursing / Pharmacy / Therapy / Social Work or other relevant fields.
  • 3 to 5 years’ experience in leadership and management
  • Team player with strong internal and external customer focus.
  • Matured individual to work independently and is pro-active in following-up
  • Excellent communication (written and verbal) and negotiation skills
  • Good planining and organising skills
  • Innovative problem solver with strong people development mindset
  • Enjoy working in elderly setting

Additional Advantageous Skills

  • Preferably experience working with MOH and other relevant stakeholders in healthcare industry or government agencies in general.
  • Experience working with dementia clients or medical social work an advantage.