Joseph Sia Zhi Hong
Summary
I have passion in meeting people and am highly adaptable, reliable & responsible. I am keen and willing to learn; striving continuously for improvement. Being a strong team player, I am capable of good communications in everyone that I meet. I have the ability to lead, make decisions and resolve issues wherever I go.
Seasoned Operations Manager and talented leader with 12 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
15
15
years of professional experience
Work History
Operations Manager
T32 Dental Group
12.2022 - Current
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Trained and guided team members to maintain high productivity and performance metrics.
- Analyzed and reported on key performance metrics to senior management.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Reported issues to higher management with great detail.
- Assisted in recruiting, hiring and training of team members.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Cluster Manager
Singapore Medical Group Pte Ltd
04.2021 - 12.2022
- Oversee and manage all 8 clinics under SMG KIDS PTE LTD
- Responsible for managing the daily operations of the clinics in the cluster to achieve operational and service excellence (including assessing staffing needs, interviewing and hiring clinic staff, and training new staff)
- Work in tandem with the Managing Director to plan and set budgets and financial targets for the specialist cluster
- Develop, in consultation with the Managing Director and/or specialist, new services, programs and packages for the pediatrics cluster
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Provided weekly income and quarterly cluster reports to company headquarters.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Plan and implement, in collaboration with Marketing department as appropriate, marketing and promotion programs to drive the business of the specialist clinics under his/her charge
- Undertake performance management of staff by directing, motivating, developing and counseling staff where appropriate in their performance towards clinical and operational excellence
- Develop and review policies, procedures, competency assessments, and clinical protocols, as appropriate to support clinical and administrative management of the cluster
- Promote teamwork, co-operation and harmonious relationship among all staff in the cluster
- Plan, manage and evaluate the patient feedback mechanism of the cluster
- Develop and improve internal work processes to create seamless, efficient and patient centric services
- Compile, analyze, and report on financial and other key performance indicators
- Conduct competitor research
- Assume any other duties as assigned by the Managing Director.
- Established team priorities, maintained schedules and monitored performance.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Clinical Operation Manager
Doctor Anywhere Pte Ltd
09.2019 - 04.2021
- Oversee and manage all 8 clinics under DA Clinical Group
- Oversee clinicmanpower and doctors’ schedule
- Prepare and present monthly Clinic Performance Report to the Chief Medical Services Officer and CEO
- Create new workflows and SOPs for clinics and improve existing SOPs
- Collaborate with telemedicine Ops team on processesbetween clinical group and telemedicine
- Create new SOPs to minimize errors in the medication packing and delivery process
- Oversee and resolve patient complaints posted on various social media platform (Facebook, Google Review)
- Training of Clinic Assistants to ensure daily operations performance and service standards
- Manage and negotiate rental renewal contract terms with landlords
- Any other ad hoc tasks assigned by Chief Medical Services Officer.
Operation Manager
NEX Healthcare Pte Ltd
01.2018 - 12.2018
- Oversee and manage all 10 clinics under Northeast Medical Group, FINESTMedical Centre
- Prepareand present monthly Clinic Performance Report to the Directors and CEO
- Setting up of new clinics for clients (Applying for clinic license, CHAS & TPAs
- Liaising with the ID, purchasing of equipment
- Create new workflows and SOPs for clinics and improve existing SOPs
- Monthly locum doctors scheduling for clinics
- Oversee and resolve patient complaints received from Facebook comments or feedback email
- Work with clients, clinic managers, staff anddoctors to ensure performance of daily operations
- Any other ad hoc tasks assigned by COO
Customer Relation Manager
Sommeil Terre Pte Ltd
11.2016 - 11.2017
- Conduct Customer ServiceTraining for new promoters at Showrooms
- Oversee and resolve escalated Customer Complaints and ensure customer satisfaction
- Analyse and troubleshoot complex problems and propose solutions or recommendations
- Establish metrics, goals and objectives for the Customer Service team that support Company’s strategic initiatives
- Ensure achievement of KPIand improve existing SOPs
Project Manager / Manpower Manager
Dayspring Corporate Wellness Pte Ltd
09.2012 - 07.2016
- Oversee health screening projects from initiation to closure
- Ensure effective and smooth-running of health screening events to achieve operational objectives and KPI
- Management of health screening team
- Management of Manpower team handling recruitment, manpower scheduling to different projects, training of new staff, annual temp staff appraisal, government funding, internship arrangements and employment passes
- Annual planning and proposing of temp staff benefit and incentive schemes
- Plan and conduct training for staff skills upgrading and service standards
- Conduct frequent auditingof Staff performance, operations procedures and service standards
- Evaluate feedback on staffand conduct counselling of staff to understand and resolve issues, arranging of re-training and audit checks when necessary
- Trained in compiling and generating of client corporate reports, client publicity materials, logistics arrangement and procurement
Senior Executive
Raffles Medical Group
12.2011 - 09.2012
- Coordinateworkflow processes, manpower and supplies GP clinic operations at Raffles Hospital
- Staff Roster planning
- Handle clinic complaints
- Consolidate and present daily and quarterly reports of clinic operations and daily patient statistics to Senior Management
- Liaise with Corporate Services in promoting services to clients
- Plan and coordinate welfare events for Senior Management
- Implement improvement initiatives for higher service standards at Raffles Medical Group clinics
- Conduct internal audit to other Raffles Medical Group clinics
- Working together with Corporate Services Department in selling Raffles hospital health screening services to different clients
Operations Executive
Sindo Damai Shipping Pte Ltd
08.2011 - 11.2011
- Coordinate for cargo transfer and shipping
- Process invoices for payment
- Shipment tracking
- Ensuring Ship are able to connect with clients’ main vessels to ensure cargo loading is smooth
- Trucking of containers from shipyard
Operations Officer
Parkway Shenton Pte Ltd
05.2009 - 08.2011
- Organize and implement project such as Airport health screening for swine flu and Jurong Island health screening and setting up of health services for Universal Studios Singapore
- Coordinateworkflow processes, manpower and supplies at on-site operations
- Ensure that all of clients’ requirements are adhered to
- Marketing Parkway Shenton Onsite health screening services to clients like Shell, Exxonmobile, Google, DBS bank
- In charge of communication and liaison with support departments and customers
- Implement improvement initiatives for higher service standards
Events and Sales Executive
Resort World Singapore
06.2008 - 04.2009
- Wheels for Fun
- Sales and marketing role
- Give presentations and promote the company to clients
- Plan and organize events such as local treasure hunts, teambuilding events, holiday trips overseas for the entire departments for MNCs and local companies
- Conduct pre-event briefing and presentation to clients on the event programs
- Worked with companies such as Great Eastern, Borneo Motors (Lexus and Toyota) and Swatch
- In charge of logistics support arrangement and ensuring that all events are within budget
Education
Post-Graduate Diploma in Administration - Business Administration
Aventis School of Management
08.2022
MBA - Business Administration
Aventis School Of Management
10.2023
High School Diploma -
SHATEC
Certified ISO Auditor Combat Medic Course - undefined
Nee Soon CampMedical School
Trained in BCLS - undefined
Nee Soon Camp Medical School)
Postgraduate Diploma - Business Administration, NATIONAL SERVICE
Skills
- COMPUTER LITERACY
- Microsoft Office
- PLATO (Clinic System)
- Clinic Assist (Clinic System)
- Photoshop (Lightroom)
- OTHER SKILLS
- Class 3 license
- First-Aid trained
- Medically trainedwith certificate from Singapore Armed Forces
- Multi-Unit Operations Management
- Finance Understanding
- Customer Relationship Management
- Workflow Planning
- Operation Monitoring
- Management
- Multi-Site Operations
- Team Leadership
- Project Management
- Employee Motivation
- Staff Management
- Performance Monitoring and Evaluation
- Business Administration
- Market Growth
Additional Information
- ACHIEVEMENT , Bronze award for Quality and Excellence Service Award from Parkway Shenton Pte Ltd
Timeline
Operations Manager
T32 Dental Group
12.2022 - Current
Cluster Manager
Singapore Medical Group Pte Ltd
04.2021 - 12.2022
Clinical Operation Manager
Doctor Anywhere Pte Ltd
09.2019 - 04.2021
Operation Manager
NEX Healthcare Pte Ltd
01.2018 - 12.2018
Customer Relation Manager
Sommeil Terre Pte Ltd
11.2016 - 11.2017
Project Manager / Manpower Manager
Dayspring Corporate Wellness Pte Ltd
09.2012 - 07.2016
Senior Executive
Raffles Medical Group
12.2011 - 09.2012
Operations Executive
Sindo Damai Shipping Pte Ltd
08.2011 - 11.2011
Operations Officer
Parkway Shenton Pte Ltd
05.2009 - 08.2011
Events and Sales Executive
Resort World Singapore
06.2008 - 04.2009
Post-Graduate Diploma in Administration - Business Administration
Aventis School of Management
MBA - Business Administration
Aventis School Of Management
High School Diploma -
SHATEC
Certified ISO Auditor Combat Medic Course - undefined
Nee Soon CampMedical School
Trained in BCLS - undefined
Nee Soon Camp Medical School)
Postgraduate Diploma - Business Administration, NATIONAL SERVICE
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