Zhi Yuan Lim
Senior Manager, Strategic Operations
Summary
Experienced Strategic Operations Manager with a successful track record in team leadership and operational optimization. Proficient in implementing strategic initiatives to enhance productivity and foster growth. Acknowledged for utilizing strong leadership and communication skills to encourage teamwork and accomplish company objectives.
Overview
15
15
years of professional experience
5
5
Certifications
Work History
Senior Manager, Strategic Operations
NTUC Health
07.2024 - Current
- Led process optimization to enhance efficiency and service quality across operational and nursing teams
- Managed grants focused on innovation and productivity to secure funding for organizational improvements
- Facilitated cross-functional initiatives to ensure alignment with strategic goals
- Involved in business development for nursing home projects, ensuring competitive bids and successful outcomes
- Oversaw department SOP review and 3-year work plan; served as division's Risk and BCP representative
Manager, Operations
NTUC Health
09.2022 - 06.2024
- Coordinated and streamlined 6 Nursing Homes processes to attain harmonized workflows
- Prepare budget and monitor expenses for the Nursing Home
- Perform risk management to minimize operation risks
- Conducted regular audits of departmental procedures to ensure adherence to established guidelines, reducing instances of noncompliance
- Oversaw inventory management, optimizing stock levels, and reducing waste
- Attained top 10 improvement project in 2024
Assistant Manager, Operations
NTUC Health
02.2020 - 08.2022
- Setup and operationalise a medium size residential care facility twice within one year
- Oversaw facility maintenance tasks to ensure a safe, clean, and well-functioning workplace for employees and customers alike
- Manage the procurement of equipment and consumables for the facility
- Improved operational efficiency of the team through digitization and implementing of SOP
- Project team involved in an industry wide job redesign for Community Care Associate
Senior Executive, Specialist Outpatient Clinic
Changi General Hospital
05.2019 - 02.2020
- Implement strategies for an efficient and lean front-line service
- Optimize patient experience through regular workflow review with clinicians, nurses and AHPs
- Manage escalated complaints and patient expectations
- Coordinate and implement SingHealth initiated projects for the institution
- Led the team to 3 consecutive years of sustained excellence award
- Department Business Continuity Coordinator
Executive, Specialist Outpatient Clinic
Changi General Hospital
12.2016 - 04.2019
- Manage daily operational performance and services provided by front line staff
- Enhanced clinic experience for patients through coordinated discussions and process improvement with Doctors, Nurses and Allied Health Professionals
- Manage escalated complaints and patient expectations
- Planned and executed movement of 3 clinics to the new medical centre, including movement of patients, deployment of new hardware and planning of new workflow
- Reduced employee turnover by fostering positive work culture
- Interviewed, recruited and trained new candidates
Country Manager
The Hearing Solution Group
11.2014 - 07.2016
- Manage daily shop operations for 9 retail outlets in Malaysia
- Initiate and implement procedure guides to streamline company processes
- Forecast sales volume, profit, expenditure and conduct budgeting
- Implement strategic plans, developing improved processes to grow the Malaysia business by 11% in 2015
- Interview and train new employees; evaluate staff performances
- Project managed a new product line in the company, establishing a new workflow in the process
Group Marketing Controller
The Hearing Solution Group
11.2012 - 10.2014
- Coordinate and ensure marketing activities are being carried out in Singapore, Malaysia, Indonesia and South Korea
- Understanding customer needs in different regions and implementing strategy to improve customer experience
- Track and monitor weekly reports and suggest relevant recommendations
- Planned and implemented changes required to improve service and quality levels
- Facilitate event organising between different countries via sharing of ideas and equipment
Sales and Retail Manager
The Hearing Solution Group
09.2011 - 11.2012
- Based in Kuala Lumpur (Malaysia), managed day-to-day operations of 10 retail outlets
- Responsible for sales and marketing for 10 branches in Malaysia with annual sales in excess of S$1.5m, surpassing annual sales objectives by 96%
- Managed the marketing team in planning and executing marketing campaigns and strategies
- Speaker for Hearing Awareness events, raising public awareness on hearing loss
- Maintained relationships with key accounts by regularly visiting and organising social events for industry updates
Regional Account Manager
The Hearing Solution Group
09.2010 - 09.2011
- Managed retail branch in Batam and successfully hired, trained and supervised the branch
- Expand the client database in Singapore to include additional related services or products
- Manage key accounts (GP and ENT clinics)
- Testing and fitting of Hearing aids to the end-user
Education
Master of Science - Applied Gerontology
NANYANG TECHNOLOGICAL UNIVERSITY
Bachelor of Science - Life Sciences - Biology
NATIONAL UNIVERSITY OF SINGAPORE
GCE 'A' Level -
VICTORIA JUNIOR COLLEGE
Skills
Strategic planning
Awards
- Singapore Health Quality Service Award (SHQSA) 2025, Individual - Silver
- Community Care Excellence Award (CCEA) 2024, Individual - Gold
- Spirit of Excellence Award 2024, NTUC Health
- Spirit of Excellence Award 2022, NTUC Health
- Top Student, Engineer Officer Advanced Course (SAF) 2015
Personal Information
Nationality: Singaporean
Certification
Quality Assurance for QAC Supervisors, Ren Ci Learning Academy
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Timeline
Quality Assurance for QAC Supervisors, Ren Ci Learning Academy
02-2025
Senior Manager, Strategic Operations
NTUC Health
07.2024 - Current
Professional Certificate In Process Innovation, Certified by NUS-ISS
09-2022
Manager, Operations
NTUC Health
09.2022 - 06.2024
LEAN Six Sigma Yellow Belt, NTUC Enterprise
06-2020
Assistant Manager, Operations
NTUC Health
02.2020 - 08.2022
Senior Executive, Specialist Outpatient Clinic
Changi General Hospital
05.2019 - 02.2020
Executive, Specialist Outpatient Clinic
Changi General Hospital
12.2016 - 04.2019
Business Process Re-engineering, Certified industry approved by NICF
04-2015
Country Manager
The Hearing Solution Group
11.2014 - 07.2016
AIIM Business Process Management Specialist, Certified industry approved by NICF
04-2014
Group Marketing Controller
The Hearing Solution Group
11.2012 - 10.2014
Sales and Retail Manager
The Hearing Solution Group
09.2011 - 11.2012
Regional Account Manager
The Hearing Solution Group
09.2010 - 09.2011
Master of Science - Applied Gerontology
NANYANG TECHNOLOGICAL UNIVERSITY
Bachelor of Science - Life Sciences - Biology
NATIONAL UNIVERSITY OF SINGAPORE
GCE 'A' Level -
VICTORIA JUNIOR COLLEGE
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