MANAGER, CORPORATE COMMUNICATIONS & PARTNERSHIPS (VOLUNTEER MANAGEMENT AND SERVICE EXCELLENCE)

Job Summary:

  
Reporting to the Director, Corporate Communications & Partnerships, you will lead the department’s function in volunteer engagement and service excellence[HC1] [JC2]  to enhance patient experience .
  
Support the team’s other function as neccessary.

Responsibilities and Duties:
Lead staff in volunteer management and service excellence functions:
Volunteer Management:

  
Develop the volunteer vision, mission and strategy in line with the SLH’s vision and mission.
  
Project SLH’s requirements for volunteers and develop the volunteer recruitment and retention strategy.
  
Evaluate, enhance and implement volunteer management policies and processes (e.g. volunteer selection, training, development, recognition, engagement).
  
Develop risk mitigation measures and a volunteer continuity plan as part of the SLH’s business continuity plan.
  
Implement IT systems or solutions for volunteer data analysis and impact management.
  
Develop a volunteer friendly culture within SLH by engaging, supporting and training staff whom volunteers will be working with.
  
Source, develop and sustain collaborations with other SSAs, community stakeholders, corporate partners and government agencies.
  
Identify emerging approaches in volunteer management and evaluate volunteerism trends and impact which will value add to the volunteer engagement strategies and approaches.

Service Excellence:

  
Develop strategy to grow service quality across all customer touchpoints hospital-wide.
  
Develop initiatives to improve patient “inflight” experience involving clinical and other staff, and volunteers.
  
Prepare report on monthly service quality feedback/results to Hospital Quality Steering Committee (HQSC).
  
Handle, respond and deconflict complaints from patients/caregivers in timely manner, including investigation.
  
Evaluate results for outstanding team and excellence team awards.

Requirements:

  
Degree from any discipline with a minimum of 5 to 8 years with relevant experience in people management, stakeholder management, and project management.
  
Individuals looking for a career switch will be favourably considered; service industry e.g. hospitality, travel, retail and others.
  
Experience in healthcare, service excellence and volunteer management will have an added advantage.
  
Strong in planning and execution with the ability to drive processes and delivery, with proven team management experience.
  
Ability to communicate in vernacular languages needed (to liaise with vernacular-speaking patients and caregivers).
  
Energetic leader and team player with initiative.
  
Good interpersonal, communication and organisational skills.

Skills and Competencies:

  
Strong leadership, analytical, problem solving and planning skills.
  
Good interpersonal and people management skills to work with people from diverse backgrounds (i.e. service-users, volunteers and colleagues).
  
Good collaborative and stakeholder management skills to work across disciplines and sectors (i.e. SSAs, community stakeholders, corporate partners, government agencies).
  
Ability to manage a team and work independently.

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