Assistant Director, Case Management Operations (CMO)

Case Management Operations & Workflow Oversight

• Lead comprehensive case management operations ensuring effective case intake, processing, and resolution workflows across general and etomidate tracks.
• Oversee case handoff processes to relevant agencies and manage transfer through appropriate intervention pathways including mandatory rehabilitation regimes with compliance monitoring and testing requirements.
• Establish and maintain operational protocols for case processing and ensure consistent application of standards across all case types.

Exceptional Case Management & Escalation Handling

• Manage complex and exceptional cases requiring non-standard interventions, urgent escalations, or cross-pathway decisions.
• Coordinate emergency responses and ensure appropriate resolution pathways for high-priority or sensitive matters.
• Provide guidance to team on handling edge cases and develop protocols for exceptional circumstances.

Agency Coordination & Stakeholder Management

• Lead operational coordination with government and non- government agencies for case referrals, follow-ups, and operational arrangements.
• Establish and maintain partnerships with outsource logistics vendors for suspect etomidate vape collection and laboratory testing coordination.
• Serve as primary liaison for inter-agency matters requiring senior-level coordination.

Performance Management & Operational Reporting

• Monitor case management performance including case volumes, processing times, compliance rates, and resolution outcomes.
• Prepare analytical reports and management briefings to support senior leadership decision-making and operational planning.
• Establish key performance indicators and tracking systems to monitor operational effectiveness.

Policy Implementation & Process Development

• Translate vaping policies into operational procedures and workflows, ensuring consistent implementation across all case management tracks.
• Lead continuous improvement initiatives to enhance case management processes and operational efficiency.
• Develop and refine standard operating procedures and quality standards for case management operations.

Team Leadership & Operational Supervision

• Lead and supervise the case management team to ensuring effective team performance and capability development.
• Oversee duty supervision arrangements, manage operational escalations, and ensure service continuity.
• Support team capability building through coaching, performance management, and training initiatives.

Other Duties

• Perform any taskings and duties as directed by the Deputy Director or senior management.

Qualifications and Experience

• Relevant background preferably in healthcare, public health, public administration, or related field with minimum 5 to 7 years' experience in case management operations, healthcare administration, or public health programme management.
• Proven leadership experience managing teams and operational workflows in healthcare or public health operational contexts.
• Demonstrated experience in inter-agency coordination and stakeholder management with government agencies, statutory boards, and external partners.

Core Competencies and Skills

• Strong analytical and strategic thinking capabilities with ability to translate policies into operational frameworks and monitor compliance standards and operational effectiveness.
• Excellent communication and stakeholder management skills with proven ability to lead operational coordination and drive process improvements.
• Strong organisational and leadership skills with ability to manage multiple priorities simultaneously in dynamic, fast-paced government environments.

The successful candidate will be offered a 1-year contract (with option for automatic renewal for a further one year) in the first instance.

Shortlisted candidates would be contacted within 30 days from the closing date of the advertisement. We regret that only shortlisted candidates would be notified.