Overview
CENTRE OPERATIONS MANAGER / SENIOR MANAGER [SC & PR only] Jobs in Singapore, Singapore at Autism Partnership Singapore
Title: CENTRE OPERATIONS MANAGER / SENIOR MANAGER [SC & PR only]
Company: Autism Partnership Singapore
Location: Singapore, Singapore
Company Description
Autism Partnership (AP) is a leading provider of Applied Behaviour Analysis (ABA) services with locations worldwide. Autism Partnership Singapore, established in 2004, provides professional ABA services to individuals with autism.
With a team of more than 30 therapists, supervisors, and behaviour consultants, we deliver evidence-based ABA interventions, consultations, and training workshops to families, schools, organisations, and related agencies locally and internationally.
Role Description
The Centre Operations Manager is responsible for ensuring the smooth daily operations of the centre, delivering a high-quality parent experience, maintaining accurate administrative processes, and facilitating effective coordination between clinical and non-clinical teams.
In addition to serving as a key point of contact for both prospective and existing families, the Centre Operations Manager oversees the Administration & Operations team, ensuring that all administrative, customer service, operational, and facility-related functions are carried out reliably, professionally, and in alignment with AP’s service standards.
This role combines hands-on client relationship management with operational leadership and supervisory oversight, making it central to the efficiency, service quality, and operational readiness of the centre.
Key Responsibilities
A. Centre Operations & Team Management
1. Team Supervision & Workflow Management
- Oversee and manage the full spectrum of centre operations, including administration, HR support, client satisfaction, finance coordination, accounting liaison, and health-and-safety facility management.
- Supervise, guide, and review the work quality of the Admin Executive (Admin & HR support) and Operations Executive (Enquiry & Billing support).
- Assign daily tasks, ensure timely completion, and provide coaching and guidance where necessary.
- Uphold professional standards, punctuality, communication quality, and adherence to centre SOPs.
2. Internal Stakeholder Coordination
- Work closely with clinical supervisors and consultants on new enrolments, case adjustments, and staff allocation movements.
- Support the Directors in implementing HR policies, operational communications, SOP updates, and centre improvement initiatives.
- Escalate potential operational risks, parent concerns, or workflow issues promptly to the Directors.
B. Client Experience & Enrolment Management
3. Enquiries & Frontline Communication
- Serve as the primary point of contact for phone calls, WhatsApp messages, emails, and walk-in enquiries.
- Provide accurate information on programmes, fees, schedules, policies, and onboarding procedures.
- Greet and welcome visitors and families with a warm and professional presence.
4. Enrolment & Client Onboarding Management
- Manage the full enquiry → consultation → contract and enrolment workflow.
- Follow up proactively with families to ensure timely scheduling and a smooth onboarding experience.
- Provide clear explanations of programme structures, fees, packages, and enrolment procedures.
5. Parent Experience & Service Quality
- Build rapport with families through warm, professional, and consistent interactions.
- Address parents’ requests, questions, and concerns promptly and accurately, ensuring clarity and empathy in all communications.
- Draft and send parent communications with professionalism and accuracy.
- Manage service recovery for escalated concerns and maintain high levels of client satisfaction.
C. Administration, Finance & Reporting
6. Administrative Governance & Data Integrity
- Ensure accurate preparation and filing of contracts, clinical documents, and onboarding paperwork.
- Oversee client records, forms, trackers, schedule updates, and parent-related documentation.
- Maintain compliance with PDPA requirements across documentation and communication.
7. Billing, Accounting & Finance Coordination
- Oversee the monthly billing workflow, including session verification, LOA/makeup adjustments, and cross-checks with the clinical team.
- Work closely with the company’s accountant to resolve accounting discrepancies, clarify financial queries, and support monthly and annual closing requirements.
- Review and validate monthly payroll, P&L reports, accounts receivable records, and ageing schedules.
- Perform authorised banking functions, including deposits, bill handling, bank submissions, and related financial documentation.
8. Inter-Office Reporting & Documentation Management
- Compile and submit scheduled operational reports to the Operations Director (Hong Kong office), including enquiry volume, enrolment status, utilisation rates, accounting reports, and other operational metrics.
- Maintain accurate records and provide relevant information to management when required.
Core Competencies
- Warm, service-oriented communication
- Strong organisational skills and attention to detail
- Leadership and team supervision
- Calm under pressure with strong problem-solving ability
- Strong ownership, accountability, and reliability
- Ability to coordinate effectively across administrative, operational, and clinical teams
- Good working knowledge of accounting practices, MOM policies, ECDA regulations, and general business compliance
- Awareness of government grants and support schemes relevant to the sector
Qualifications and Technical Skills
- Degree in Business Administration, Office Management, Social Sciences, Psychology or related fields.
- 3–5 years of experience in administrative, customer-facing or operations roles, preferably within education, healthcare, or therapy service environments.
- Strong verbal and written communication (English required; Mandarin and Bahasa Melayu/Indonesia are an advantage).
- Proficiency in Microsoft 365 (Excel, Teams, Sharepoint); CRM or Xero experience is a plus.
Additional advantages for:
- Familiarity with centre operations workflows.
- Experience in early childhood, therapy, or clinical service settings.
- Prior supervisory or team leadership experience.
- Exposure to the fields of autism, special educational needs, or behavioural intervention methods.
