Do you enjoy making sense of data to improve real-time service delivery? Are you motivated by understanding how services work on the ground and helping teams deliver better outcomes for families? We are looking for someone who enjoys translating data to drive actionable improvements to strengthen performance and sustain quality delivery.
Description of Division
You will be part of the Regional Team under the Service Management Division of KidSTART Singapore Limited (KSL). Your role will be to oversee the effective implementation of KidSTART in each region and/or across regions and the service management of KidSTART Agencies (KSAs) and funded healthcare partners. This also involves managing relationships with partners/stakeholders such as MSF Social Service Offices, Family Service Centres, Preschool Operators, Polyclinics, Hospitals etc, who are part of the KidSTART eco-system of delivery.
Key Responsibilities
Service Management (KSL and Funded Partners)
- a. Assist and support the Regional Head to carry out regular contract management and programme monitoring of KSL teams, hospitals and KSAs to ensure compliance with Funding Agreement and drive achievement of programme deliverables.
- b. Assist the Regional Head to support the design, planning and implementation of operational initiatives. This includes contributing to alignment with Service Standards Requirements and leveraging on dashboards and data analysis to monitor performance and inform decision making.
- c. Act as the primary liaison officer between KSL, hospitals and KSAs, leading efforts to review and strengthen collaboration.
- d. Conduct data verification in accordance with funding agreement and service standards requirements.
- e. Monitor manpower recruitment and training of KSPs, hospitals and KSA staff to ensure capacity and capability in service delivery.
- f. Perform main liaison role between KSL, ComLink+ and KSAs to support the KidSTART‑ComLink+ integration.
- g. Supervise incident reporting, incident management, and investigation to ensure appropriate resolution.
- h. Provide support to KSAs in times of crisis to ensure continuity of service to KidSTART families.
Operational Data Analysis
- a. Consolidate and analyse KPI and performance data across KSL and KSAs. This includes tracking trends, identifying performance gaps, and highlighting risks against service standards and programme requirements.
- b. Develop and coordinate action plans in response to KPI outcomes, audits or performance reviews through working closely with service delivery teams to track progress, follow up on deliverables, flag delays or emerging risks.
- c. Analyse service delivery data, including caseloads, workload distribution and service intensity to identify service gaps, operational bottlenecks and opportunities to improve processes, reporting and operational efficiency.
- d. Assess factors that affect service delivery and outcomes to better curate solutions to improve service delivery outcomes.
- e. Provide timely feedback to Service Management Teams, Ops Planning and Programme Development teams to support informed decision making.
- f. Work closely with other divisions to align data, insights and action plans.
Competencies
- Strong administrative, facilitation & communication skills with a proven track record in programme management and building community partnerships.
- Able to facilitate and negotiate effectively with partners.
- At least 2 years of supervisory experience or experience in a leadership role.
- At least 3‑4 years' experience in service management, performance analysis and programme monitoring.
- Familiarity with systems thinking, community development approaches and/or the early childhood landscape will be an advantage.
- Strong planning and problem‑solving skills; exercises initiative and displays innovation in coming up with solutions.
- Adaptable and flexible in managing varied stakeholders and partners.
- Strong presentation skills, with the ability to communicate clearly and confidently to various stakeholders.
- Able to work well in a fast‑paced and dynamic environment.
- Confident, effective and collaborative team‑player with strong interpersonal skills.
- Able to analyse KPIs and operational data, confident with data analytics and dashboards.
- Proficient in Excel, Power BI, and reporting tools, with experience using CRM systems and operational reports to support monitoring and decision‑making.
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