Manager, Quality & Risk Management

Job Summary: The Manager, Quality & Risk Management is responsible for establishing and strengthening an organisation-wide framework for quality assurance, risk management, regulatory compliance, incident management and policy/SOP governance at Ju Eng Home (JEH).

Asan independent organisational function, QRM provides oversight, assurance and appropriate checks and balances across clinical, care, operational and corporate functions. The role works collaboratively with departments to identify gaps, strengthen controls, monitor corrective actions and support continuous improvement.

The role does not replace the professional, operational or statutory accountability of individual departments or designated appointment holders. Department Heads remain accountable for the quality, safety, compliance and professional content of activities under their respective areas, while QRM provides the governance framework, independent review, monitoring and escalation mechanism.

Key Responsibilities

1. Quality Governance &Assurance

• Develop, implement and maintain JEH's organisation-wide Quality and Risk Management framework.
• Develop a risk-based annual quality assurance and internal audit programme covering clinical, care, operational and corporate areas.
• Conduct and/or coordinate internal audits, compliance reviews, thematic reviews and quality assessments.
• Identify systemic gaps, control weaknesses, recurring findings and improvement opportunities.
• Ensure audit findings are appropriately documented, assigned to responsible owners and followed through to closure.
• Validate the effectiveness and sustainability of corrective actions, particularly for significant or recurring findings.
• Support the Quality Assurance Committee and other relevant committees with quality information, analysis and follow-up.
• Promote a consistent quality assurance approach across the organisation.

2. Enterprise Risk Management

• Develop and maintain JEH's organisation-wide risk management framework and Enterprise Risk Register.
• Work with HODs to identify, assess, document and regularly review strategic, clinical, resident-safety, operational, manpower, financial, technology, reputational and compliance risks.
• Facilitate periodic risk reviews with departments and Senior Management.
• Monitor risk mitigation plans and ensure significant risks and overdue actions are appropriately escalated.
• Analyse emerging and recurring risks and provide recommendations to Management.
• Prepare consolidated risk reports and dashboards for Management and relevant committees.
• Support Management in strengthening business continuity, control measures and organisational resilience.

3. Regulatory & ComplianceOversight

• Maintain an organisation-wide compliance obligations register covering applicable regulatory, licensing and sector requirements.
• Monitor JEH's organisational readiness and ongoing compliance with applicable requirements, including the Healthcare Services Act (HCSA), MOH licensing requirements, relevant AIC requirements/guidelines and other applicable standards.
• Coordinate organisational preparation for regulatory inspections, audits and accreditation/assessment activities.
• Work with responsible departments to ensure regulatory findings and observations are properly addressed.
• Maintain central oversight of regulatory corrective-action plans, submissions and evidence of closure.
• Monitor changes in relevant regulatory requirements and coordinate communication and implementation with affected departments.
• Escalate significant compliance gaps or risks to the CEO and relevant appointment holders in a timely manner.

4. Incident Management, RCA &Corrective Actions

• Establish and maintain an organisation-wide framework for incident reporting, investigation, escalation and follow-up.
• Monitor significant incidents, near misses, complaints and recurring issues for organisational learning and systemic risks.
• Facilitate or support Root Cause Analysis (RCA) for significant or recurring incidents, working with the relevant subject matter experts and department owners.
• Maintain central oversight of Corrective and Preventive Actions (CAPA).
• Monitor action owners, timelines and closure evidence and escalate overdue or inadequate corrective actions.
• Review incident trends to identify recurring causes, control weaknesses and opportunities for preventive action.
• Ensure lessons learnt from incidents, audits and reviews are appropriately shared across relevant departments.

Clinical decisions, professional investigations, disciplinary matters and other specialised investigations remain under the accountability of the respective designated professional or functional leads.

5. SOP & Policy Governance /Document Control

Act as the organisation-wide custodian of JEH's SOP and policy governance framework.

Responsibilities include:

• Establishing and maintaining the organisation's SOP/Policy Master Register.
• Developing standard document-control requirements, templates, numbering conventions and approval workflows.
• Maintaining version control, effective dates, review dates and document ownership records.
• Monitoring scheduled review and renewal of policies and SOPs.
• Ensuring obsolete documents are appropriately withdrawn and archived.
• Maintaining a controlled repository of approved organisational policies and SOPs.
• Monitoring compliance with document-control requirements.
• Identifying overdue, duplicate, conflicting or outdated policies/SOPs and following up with the relevant owners.
• Providing guidance to departments on SOP development and governance requirements.

Individual departments remain accountable for the professional, clinical, technical and operational content of their respective policies and SOPs, including ensuring that content remains current, appropriate and compliant with applicable professional requirements.

QRM governs the framework, process, documentation and oversight, rather than assuming ownership of all departmental SOP content.

6. Quality Indicators, Data &Management Reporting

• Develop and maintain an organisation-wide Quality & Risk Dashboard.
• Work with departments to establish appropriate quality, safety and compliance indicators.
• Monitor trends in key indicators such as resident safety events, falls, pressure injuries, medication incidents, infection-related indicators, complaints, audit findings and other organisational risk indicators, where applicable.
• Analyse trends and exceptions and identify areas requiring further review or intervention.
• Produce regular Quality & Risk reports for the CEO, Senior Management and relevant committees.
• Ensure reporting focuses not only on numbers but also on root causes, emerging risks, corrective actions and sustainability of improvements.

7. Quality Improvement

• Facilitate organisation-wide continuous quality improvement initiatives.
• Support departments in translating audit findings, incidents, complaints, quality indicators and risk information into structured improvement projects.
• Provide guidance on appropriate improvement methodologies such as PDSA, RCA, process mapping and other quality improvement tools.
• Track improvement initiatives and evaluate whether intended outcomes have been achieved and sustained.
• Encourage cross-departmental sharing of lessons learnt and good practices.

8. Quality & Risk Culture

• Promote a culture of accountability, learning, transparency and continuous improvement.
• Conduct or coordinate training and awareness programmes on quality, risk, incident management, RCA, CAPA, audit readiness and SOP governance.
• Support HODs in developing greater ownership of risks and controls within their respective functions.
• Encourage appropriate reporting of incidents and near misses for learning and improvement rather than creating a culture that discourages reporting.
• Serve as an internal resource and advisor to departments on quality, risk and governance matters.