Head, Command Centre, KPJ Health System

Education:

• Bachelor's degree in healthcare administration, Health Sciences, Business Administration, Operations Management, Public Health, or related discipline.
• Master's degree in healthcare management, Business Administration (MBA), Public Health, Health Informatics, or related field is preferred.
• Professional certifications in Healthcare Operations, Lean Six Sigma, Emergency Preparedness, Project Management, Healthcare Analytics, or related disciplines are an added advantage.

Knowledge and Experiences:

• Minimum 10 12 years of experience in healthcare operations, hospital administration, or healthcare system operations.
• Minimum 5 years in senior hospital operations or enterprise healthcare leadership role.
• Strong experience in multi-hospital or large-scale private healthcare environments.
• Demonstrated experience in operational command centre, operations coordination centre, PMO operations, bed management centre, or equivalent operational environments.
• Strong understanding of healthcare operational KPIs, patient flow management, hospital capacity optimisation, and operational escalation management.
• Experience in healthcare transformation, operational standardisation, and enterprise operational governance.
• Familiarity with healthcare operational analytics, BI dashboards, hospital management systems, and predictive operational reporting.
• Exposure to AI-driven operational forecasting and digital health integration is an added advantage.
• Familiarity with healthcare accreditation standards including MSQH, JCI, or equivalent standards.

Skills & Competencies:

• Strong healthcare operational leadership and enterprise coordination capability.
• Strong understanding of clinical workflows and healthcare operational interdependencies.
• Excellent crisis management and operational escalation capability.
• Strong analytical and data-driven decision-making capability.
• Excellent stakeholder engagement and influencing skills across clinical and operational leadership.
• Strong operational governance and process standardisation capability.
• Strong communication, coordination, and collaboration skills.
• Strong change management and healthcare transformation capability.

• Calm, decisive, and composed under pressure.
• Highly collaborative and solutions-oriented.
• Strong operational discipline and accountability.
• Proactive with strong situational awareness.
• Resilient and adaptable within dynamic healthcare operational environments.
• Strong integrity and professionalism.

The Head, Command Centre KPJ Health System is responsible for leading and governing the KPJ Health System Operations Command Centre as the central real-time operational coordination hub for the KPJ hospital network. The role serves as the enterprise-wide operational nerve centre that provides

integrated visibility, coordination, escalation management, and operational intelligence across KPJ hospitals to support efficient, safe, and seamless healthcare delivery.

The role ensures that KPJ Health System priorities and strategic transformation initiatives are translated into coordinated operational actions and measurable performance outcomes across the network.

The Head, Command Centre works closely with hospital CEOs, Medical Directors, clinical leadership, nursing leadership, hospital operations teams, Group Clinical Services, KPJ Health System Integration teams, Digital Health, and Group leadership to strengthen operational integration, optimise healthcare

capacity utilisation, improve patient throughput, and enhance patient experience and patient safety outcomes across the KPJ Health System.

The role also drives the adoption of data-driven operational management through real-time dashboards, operational analytics, predictive intelligence, and command centre governance frameworks to support proactive healthcare operations management and enterprise decision-making.

1. Command Centre Leadership & Governance

• Lead the establishment, operationalisation, and continuous enhancement of the KPJ Health System Command Centre as the Group's central operational coordination hub
• Establish the Command Centre as the single integrated source of truth for enterprise healthcare operational monitoring across KPJ hospitals.
• Develop and govern enterprise-wide command centre frameworks, operational standards, SOPs, escalation protocols, and shift-management processes.
• Lead standardisation of operational coordination and command centre governance practices across the hospital network.
• Ensure command centre operations align with KPJ Health System strategic priorities, operational excellence objectives, and patient care standards.
• Promote a culture of proactive operations management, enterprise coordination, and continuous operational improvement across the network.

1. Real-Time Operations Monitoring & System Coordination

• Oversee real-time monitoring of enterprise operational indicators including:
• Bed occupancy and bed availability
• Emergency Department (ED) volumes and waiting times
• Patient throughput and discharge flow
• Staffing capacity and operational constraints
• Inter-hospital transfers
• Critical operational incidents
• Coordinate immediate operational interventions with hospitals to address bottlenecks, patient flow constraints, and operational escalation risks.
• Act as the central coordination point for cross-hospital operational support, surge management, resource sharing, and patient transfer coordination.
• Facilitate enterprise-wide operational visibility and situational awareness across KPJ hospitals.
• Support optimisation of patient flow, capacity utilisation, and operational throughput throughout the KPJ Health System.
• Coordinate operational escalation and rapid response during periods of high demand or operational disruption.

1. KPJ Health System Integration & Enterprise Operations Support

• Partner closely with ADPMD1, KPJ Health System Integration teams, and Group leadership to support enterprise healthcare integration initiatives.
• Translate KPJ Health System strategic priorities into operational coordination activities and measurable operational outcomes.
• Support regional healthcare network planning, capacity planning, and enterprise-wide healthcare coordination initiatives.
• Drive alignment of operational management practices and enterprise operational governance across KPJ hospitals.
• Support implementation of value-based care initiatives, digital health integration, and healthcare operational transformation programmes.
• Provide operational intelligence and enterprise performance insights to support strategic decision making.

1. Clinical-Operations Coordination & Patient Flow Management

• Collaborate closely with clinical leadership including Emergency Department, ICU, inpatient services, nursing leadership, and specialty services to optimise patient flow and operational coordination.
• Facilitate operational coordination between clinical and non-clinical teams to improve patient safety, patient experience, and service delivery efficiency.
• Identify and address operational barriers affecting patient throughput, discharge planning, and bed utilisation.
• Support enterprise initiatives to reduce waiting times, bed-blocking, overcrowding, and operational delays.
• Participate in clinical-operations governance forums and provide evidence-based operational recommendations.
• Strengthen alignment between operational priorities and clinical service delivery requirements across hospitals.

1. Incident Management, Crisis Coordination & Operational Resilience

• Lead enterprise operational coordination during major incidents, mass casualty events, system disruptions, and healthcare emergencies.
• Act as the central operational escalation and coordination authority for command centre-related incidents across the KPJ Health System.
• Coordinate communication, escalation, and operational response activities with hospitals and Group leadership during crises.
• Ensure continuity of healthcare operations through effective coordination of resources, staffing, beds, and operational support.
• Lead post-incident operational reviews and implement improvement actions, revised SOPs, and operational controls.
• Strengthen command centre preparedness, resilience, and emergency response capability across the hospital network.

1. Data Analytics, Operational Intelligence & Performance Management

• Establish and monitor KPJ Health System-level operational KPIs including:
• Bed occupancy
• ED throughput
• Patient waiting time
• Length of stay (LOS)
• Inter-hospital transfer turnaround time
• Incident resolution time
• Operational escalation metrics
• Lead enterprise operational performance reviews with hospitals and Group leadership.
• Partner with analytics and IT teams to enhance operational dashboards, predictive alerts, AI-driven insights, and enterprise operational reporting.
• Analyse operational trends and identify improvement opportunities across the hospital network.
• Provide operational intelligence, strategic insights, and performance reporting to Group leadership and governance committees.
• Support proactive operational management through predictive analytics and data-driven decision making.

1. Team Leadership & Capability Development

• Build, lead, and develop a high-performing Command Centre team including analysts, coordinators, and shift leads.
• Establish workforce structures, operational coverage models, and competency requirements to support 24/7 operations.
• Develop command centre capability-building programmes, training frameworks, and career development pathways.
• Foster a culture of accountability, responsiveness, collaboration, and service excellence within the command centre environment.
• Lead succession planning and operational capability enhancement initiatives.

1. Governance, Reporting & Documentation

• Ensure command centre operations comply with Group governance standards, operational policies, accreditation requirements, and healthcare regulations.
• Oversee proper documentation and reporting of operational incidents, escalation activities, and command centre performance.
• Prepare strategic reports, Board papers, operational dashboards, and enterprise operational briefings for senior leadership.
• Support accreditation readiness and enterprise operational governance initiatives across the hospital network.