Head of Operations

ROLE SUMMARY

The Head of Operations provides hands-on leadership to ensure The Helping Hand’s (THH) environment is safe, compliant, and well-maintained. This role oversees daily operations, facilities, security, and risk controls, while driving high standards of operational excellence and emergency preparedness to support THH’s mission and long-term infrastructure needs.

KEY RESPONSIBILITIES

1. Operations & Facilities Management

• Lead day-to-day operations, building, and facilities management to ensure safety, reliability, and smooth running of the premises.
• Oversee building repairs, M&E servicing, utilities, tenancy matters, and space planning to support programme and organizational needs.
• Manage and maintain the organization's vehicle fleet, including servicing schedules, inspections, and regulatory renewals.
• Ensure compliance with Workplace Safety & Health (WSH), Fire Safety, and other statutory requirements.
• Maintain the organization’s risk register and insurance coverage, ensuring operational risks are identified, tracked, mitigated and adequately covered.

2. Security

• Oversee daily resident security operations to maintain a safe, disciplined, and controlled environment.
• Develop, review, and maintain security SOPs, including access control, search procedures, testing protocols, and incident reporting.
• Work collaboratively with other departments and the Singapore Prison Service to ensure alignment with correctional policies, governance requirements, and supervisory expectations.

3. Emergency & Incident Response

• Develop, implement, and regularly review emergency preparedness plans, including fire drills, evacuation procedures, and crisis management protocols.
• Lead on-site incident response, coordinating with internal teams, management, and external agencies as required.
• Conduct post-incident reviews, document findings, and implement improvements to strengthen operational readiness and resilience.

4. Special Projects: Renovation & Upgrading

• Manage and oversee renovation, upgrading, and major maintenance projects from scoping to completion.
• Coordinate with consultants, contractors, authorities, and internal stakeholders to ensure clear communication and adherence to timelines, budgets, safety, and quality standards.
• Monitor project risks, regulatory compliance, and site safety, ensuring timely mitigation of issues.
• Prepare and present project updates to Management, the Board and Board Sub-committees as required.

QUALIFICATIONS

• Diploma or Degree in Building, Property, Estate Management, Facilities Management, or a related field.
• Minimum 10 years of hands-on experience in operations, facilities, or estate management, preferably in residential or institutional settings.
• Strong practical problem-solving abilities and the capability to troubleshoot operational and facilities issues effectively.
• Experience supervising operations, security, or facilities teams.
• Strong communication, interpersonal, and stakeholder management skills.
• Ability to work effectively with contractors, vendors, and regulatory authorities.
• Proven ability to lead teams and coordinate cross-functional stakeholders.
• Preferably certified as a Fire Safety Manager (FSM) or willing to obtain certification.