About Homage
Homage is a leading technology-led care platform that provides holistic care to individuals, families, and organizations. We are on a mission to transform the Community Care sector by bridging the gap between qualified Care Professionals and those who need care the most.
The Role: Care Professional Operations Manager
Are you a metrics-driven operations leader who thrives on building high-performing teams Homage is looking for a Care Professional (CP) Operations Manager to take end-to-end ownership of our supply and activation funnel.
In this role, you will lead a dedicated team of 4 to 6 associates. You are not primarily an individual contributor; your success is measured by the performance of your team, the reliability of our CP pipeline, and your ability to run a tight operational ship without close oversight. You will report directly to the Business Lead, serving as the primary point of accountability for the health and velocity of our supply operations.
Key Responsibilities
1. Team Oversight, Performance Management & Blocker Resolution (40%)
- High-Performance Culture: Drive a results-oriented team culture where every associate has clear daily output-driven targets and a deep understanding of role expectations.
- North Star Management: Own New Care Professional Activations as the team's ultimate north star metric; align all weekly workstream priorities and associate efforts to ladder up to this goal.
- Project Management & Tracking: Maintain an end-to-end, high-level view of all active operational workstreams, timelines, and cross-functional dependencies.
- KPI Reviews & Intervention: Hold weekly team reviews to track associate-level KPI performance, identifying at-risk targets early to intervene with structured recovery plans.
- Blocker Resolution: Proactively identify and diagnose root causes preventing associates from hitting targets—whether due to process, system, capacity, or cross-functional friction.
- Primary Escalation & Workload: Serve as the primary, first-line escalation point for day-to-day operational issues, managing and balancing workload distribution across 3–5 associates so no single team member is over-indexed.
- Coaching & 1:1s: Conduct structured 1:1 sessions with each associate to provide clear, actionable feedback and track professional development against growth goals.
- Leadership Reporting: Prepare and present clean weekly or biweekly summary reports on team performance, risks, and upcoming priorities to the Head of Account Management & Supply. Escalate critical people or performance issues early with complete context.
2. CP Approvals, Activation & Deployment Readiness (25%)
- Workflow Oversight: Oversee the full approvals workflow managed by the team, moving candidates from documentation verification and training attendance to final onboarding activation.
- Pipeline Monitoring: Monitor the approvals pipeline daily at a workstream level to spot volume blockages and resolve root causes with relevant associates or cross-functional peers.
- SLA Ownership: Own the approvals SLA framework, ensuring every stage has a clear owner for follow-up, and report daily SLA performance to the Business Lead.
- Product Partnering: Coordinate technical escalations and business partnering relationships with Product teams when platform-side approvals or training registration issues occur.
- Risk Recovery: Report weekly funnel conversion numbers against targets to senior leadership, flagging performance risks early with clear recovery plans and timelines.
3. CP Recruitment Intake & Pipeline Management (20%)
- Intake Management: Oversee the intake workstream, ensuring team associates process applications, screen candidates, and schedule interviews strictly within agreed SLAs.
- Channel Coordination: Coordinate closely with marketing and external recruitment channels when applicant volumes fall below target, flagging demand-supply gaps early to prevent compounded funnel gaps.
- Trend Analysis: Track pipeline health metrics, application volumes, conversion rates, and drop-off points, surfacing weekly trends to senior leadership before formal reporting sessions.
- Data Hygiene: Resolve structural bottlenecks in the intake pipeline without waiting for issues to compound, while enforcing strict CRM and tracking system data accuracy across the team.
4. Training Scheduling & Quality Assurance (15%)
- Calendar Management: Oversee training scheduling to ensure the training calendar is actively maintained and filled to target attendees, accounting for buffers like drop-offs and cancellations.
- Academy Collaboration: Work closely with Homage's Academy Lead Trainer to unblock training capacity and map out trainer rosters on a 1-month forward-planning basis.
- QA Framework: Own the quality assessment framework alongside the Academy Team to ensure standards are defined, consistently applied by assessors, and regularly reviewed against post-deployment data and Care Professional performance incident cases.
- Audit Readiness: Ensure all training and assessment records are meticulously maintained and audit-ready at all times.
What We Are Looking For
Experience & Qualifications:
- Experience: 3 to 5 years of experience in operations, workforce management, or supply-funnel operations, with at least 1–2 years of experience managing a team in a structured, metrics-driven environment.
- Team Leadership: Demonstrated experience running an operational workstream end-to-end and holding a team accountable to collective output, rather than just contributing individually.
- Education: Bachelor's or Master's degree in Business Administration, Operations Management, HR, Healthcare Management, or a related field is highly advantageous.
- Industry Savvy: Experience in healthcare, community care, or a people-facing services environment is a plus.
- Sector Knowledge: Understanding of Singapore's community care sector and Care Professional qualification requirements (e.g., AIC certifications, BCLS, SNB licensing) is advantageous.
Core Competencies & Attributes:
- An Ownership Mindset: You treat this workstream like your own business. You don't wait to be told what's broken—you find it and resolve it.
- Data-Driven & Analytical: Highly comfortable reading pipeline metrics, translating data trends into immediate team actionables, and building concise management reports.
- Project Management Discipline: Ability to maintain clear visibility across multiple concurrent workstreams and keep leadership proactively informed with structured updates.
- Resolution & Bias for Action: Diagnoses root causes quickly to unblock the team via process fixes, cross-functional escalations, or direct conversations.
- Tech Savvy: Basic knowledge of Google Workspace/MS Office (especially Excel/Sheets) is essential. Exposure to data visualization tools (Tableau, Power BI) or CRM/Marketing tools (Mailchimp, ActiveCampaign) is a plus.
Why Join Homage
- Impact-Driven Culture: Directly contribute to improving community care and empowering families across Singapore.
- Flexible Hybrid Model: Enjoy a balanced working structure with 3 days in our modern office and 2 days working from home.
- Growth & Autonomy: Run your team with high autonomy, backed by senior leadership that trusts your operational expertise.
