Manager – Service Development & Cluster Operations

Key Responsibilities

1. Cluster Management and Operational Excellence

• Oversee the operations and performance of an assigned cluster of Active Ageing Centres (AACs) to ensure quality service delivery and achievement of organisational and funding KPIs.
• Monitor operational performance, service outcomes, and work with centre teams to implement continuous service improvements.
• Guide Centre Supervisors in programme planning, volunteer engagement, community outreach and effective resource utilisation.
• Ensure compliance with organisational policies, service standards, governance requirements and funder guidelines across the assigned cluster.
• Foster collaboration and sharing of good practices across AACs to strengthen service quality and operational effectiveness.

2. Partnership Development and Care Integration

• Represent the Active Ageing Group in sub-regional Integrated Community Care Provider (ICCP) meetings, workgroups and collaborative platforms, contributing actively towards achieving the shared mission and objectives of integrated community care.
• Build and strengthen collaborative relationships and facilitate collaboration among internal service units and external service providers to promote person-centred, coordinated and seamless care for seniors, including strengthening referral pathways, care transitions and multidisciplinary collaboration.
• Work closely with internal stakeholders to identify opportunities for cross-service collaboration that improve service accessibility, client outcomes and organisational effectiveness.

3. Service Development and Innovation

• Support the Deputy Director and Active Ageing Group leadership in identifying, prioritising and implementing service development and innovation initiatives that strengthen Active Ageing services.
• Coordinate assigned service development projects, ensuring timely delivery of project milestones and outcomes.
• Work collaboratively with internal departments (e.g. Strategy & Innovation, Communications, HR, Finance and Digital teams) and external partners (e.g. healthcare institutions, community partners and agencies) to operationalise new initiatives and service improvements.
• Support the development of project proposals, concept papers and funding applications in consultation with the Deputy Director and relevant stakeholders.
• Work with internal subject matter experts, healthcare partners and academic institutions, where appropriate, to support programme design, Theory of Change development, programme evaluation and outcome measurement.
• Support the Deputy Director in driving change management initiatives through stakeholder engagement, communication and implementation to facilitate the successful adoption of new services and improvements.

4. Programme Impact, Evaluation & Learning

• Develop practical programme impact and evaluation frameworks, including intended outcomes and appropriate measures.
• Analyse programme data and feedback to assess effectiveness, identify gaps and support evidence-informed improvements.
• Conduct periodic programme reviews and recommend whether programmes should be continued, redesigned, scaled or discontinued.
• Strengthen organisational learning by building staff capability in evaluation and sharing insights and good practices across AACs.

5. Leadership and Staff Development

• Supervise, coach and develop Centre Supervisors, Senior Programme Executives and other assigned staff to build capability and strengthen team performance.
• Foster a culture of collaboration, continuous improvement, innovation and person-centred practice across the Active Ageing Group.

6. Other Responsibilities

• Undertake other duties, projects and responsibilities as assigned by the Deputy Director, Active Ageing Group.

Requirements

• Degree in social work, Healthcare, Community Development, Gerontology, or a related discipline.
• At least 5 years of leadership experience in eldercare (Active Ageing Centres), healthcare or social service sectors
• Proven experience managing community programmes, centre operations.
• Demonstrated capability in strategic planning, systems thinking and change
• management.
• Good understanding of emerging trends, innovative service models and technology-enabled solutions in the seniors and community care sector, with the ability to identify and translate relevant innovations into practical service improvements.
• Strong stakeholder management skills with experience working with government agencies and community partners.

Thank you for your interest and application. We regret that only shortlisted applicants will be notified for interview. If you need assistance, contact our talent acquisition team at [email protected].