Head of Medical Operations, Singapore

Our RoleThe Head of Medical Operations mentors, develops, and leads the Head of Vets (HoV) and Medical Directors to ensure that care delivered across clinics in the assigned market meets industry standards, regulatory requirements, and global Mars Veterinary Health guidelines. This role is accountable for achieving practice objectives related to care delivery and for executing quality KPIs at the market(s) level.Key responsibilities include overseeing the hiring and retention of veterinarians and HoVs, providing support and development for HoVs, and ensuring veterinarian growth and team effectiveness. The Head of Medical Operations also implements quality programs and champions a culture of safety and excellence in care.Live and exemplify the Five Principles of Mars, Inc. within self and team.Serve as a champion for quality by communication, demonstrating and driving a culture that is consistent with our five principles and our six domains (safe, effective, patient/client centered, timely, efficient and equitable) at the market level to optimize results in improved medical care, better client experience, increased associate engagement and better clinic/hospital performance.Scope of RoleLeadership and Field SupportRound regularly in practices to coach, observe care, and remove blockers; host brief huddles/debriefs with HoV and nursing leads.Actively participate in local and national veterinary organizations to cultivate relationships within the veterinary profession (e.g. regulatory boards, vendors, associations and referral clinics) to promote a positive image of MVH Singapore brand reputation.Consult and communicate with Regional MVH RGM Team, General Manager, Field Operations Team.In partnership with HoV, drive a successful and growing veterinarian team through recruitment, gathering referrals and hiring. Ensure the delivery of an exceptional on-boarding and mentorship experience. Consult with operational partners on veterinarian risk, staffing needs and compensation.Work with Field Leaders and HoV to oversee the safety of clients, associates and pets by ensuring clinics comply with all applicable laws, safety procedures and regulations.Maintain visibility on established clinician communication channels; participate in leadership calls and cross-functional forums.Mentor and coach team members, providing guidance and support to help them reach their full potential.Develop well-rounded medical professionals capable of balancing associates, client, pet, and business needs. Lead by example, promoting a high-performance culture and holding the team accountable for achieving project objectives.Medical Quality & Program ExecutionDrive market performance to deliver outstanding, high quality medical care that aligns with our five principles and our six domains (safe, effective, patient/client centered, timely, efficient and equitable) and meets practice standards related to the delivery of care and quality KPIs.Oversee implementation and execution of medical quality programs, ensuring adoption to help drive success, and consult with Field operations and HoVs as appropriate.Own medical operations teams’ medical quality metric —define measures (e.g., access, communication, adherence), set targets, validate data to collate quality report.Stand up and chair a quarterly Safety Committee; lead case reviews and publish a brief safety update highlighting decisions and changes.Plan and deliver skills laboratories (e.g., dentistry, surgery; for doctors and technicians); publish an annual training calendar to track participation and skill signoffs.Program and Project LeadershipPartner with Global Medical Affairs and HoV ensuring execution of veterinary initiatives.Own individual projects, driving them from conception to completion and ensuring they meet or exceed client and pet needs.Oversee various medical programs, including but not limited to the MVH Vet Graduate Development Program.Ensure each program/project has measurable KPIs and regularly review efficiency and effectiveness.Lead with metrics-driven analysis, leveraging data to inform decision-making.Clinical Standards & SOPsDevelop and lead HoVs to ensure care delivered in practices for assigned market/s meets industry, regulatory and global MVH quality standards. Investigate and lead efforts on medical client complaints to support client with transparency and support our teams through investigation.Partner with stakeholders on transformation efforts such as drug and consumable harmonization and PMS services oversight.Root cause investigation of medical errors or clinical service lapses, and put in place viable preventive measures and SOPs. Ensure this is implemented into practices across the network, educate the team to uphold high quality of care.Carry out regular audits to ensure that SOPs are in place and delivered by all MVH practices in assigned market(s).Maintain the system’s clinical protocols/SOP library (change control, versioning, and adoption audits); partner with SMEs (dentistry, anesthesia/analgesia, ECC) to keep content current and practical.Create concise checklists, job aids, and owner communication templates for high-impact workflows (diagnostic follow-up, surgery booking, pre/post-op instructions).Medical CommunicationPartner central support team to curate a monthly Medical Newsletter and a short weekly update for clinic teams; ensure consistent messaging and rapid dissemination of critical changes.Serve as an accessible medical quality voice to internal and external stakeholders.Technology & PartnershipsLead medical evaluation of care-enablement technology (e.g., AI scribe, training/education tools); oversee pilots, collect user feedback, and communicate outcomes.Manage key vendor relationships and track usage, experience, and ROI; maintain a lightweight partner log and pilot pipeline.Foster a culture of creativity and innovation within the Medical Operations team, constantly seeking new ways to solve challenges in the veterinary industryCross - Functional LeadershipWork closely with other Medical Programs and project leaders, Support Center Functions (Finance, People Team, Legal) to drive project success.Partner with regional talent acquisition to develop productive relationships with veterinary medical colleges to meet long term recruiting needs for the practice.Act as a bridge between medical expertise and strategic initiatives, ensuring that the medical voice is incorporated into decision-making processes.Business AcumenDevelop a deep understanding of the veterinary industry, market trends, and competitive landscape.In partnership with Field Leaders, ensure financial targets are achieved through P&L management and to implement early interventions when necessary.Manage the market level medical equipment budget, oversee maintenance and calibration of medical equipment.Provide guidance on financial aspects related to medical programs and projects.Who are you?Doctor of Veterinary Medicine (DVM/VMD) or equivalent degree holder required.Veterinary license in good standing or eligibility for licensure with the applicable veterinary board.Minimal three years in leadership experience (in clinic or clinic) required.Six years’ clinical and management experience in multi-location hospital, veterinary group or practices preferred.Meets all required clinical competencies.Independent, self-motivated, capable to meet tight timeline.Attention to details and accuracy with strong sense of urgency. Ability to handle multi-tasks and respond effectively to ad-hoc requests.Good stakeholder management skills and strong interpersonal and communication skills.Strong computer skills, PC with experience in Windows, Excel, PowerPoint and other applicable software.What can you expect from Mars Veterinary Health?At Mars Veterinary Health (MVH), the world we want tomorrow is A Better World for Pets because we believe pets make the world a better place. A division of Mars Petcare, we are part of a diverse, global, family-owned company that’s committed to leveraging our size and scale to make a long-term, positive impact on people, pets, and the planet.Our Associates are fundamental to our success and we are proud to count some of the finest specialists, veterinary surgeons and nurses globally among our team.MVH Asia is owned by Mars, that makes us part of the 70,000 Veterinary Health Associates who spend our days thinking about the 400 million pets of the world and how to improve their lives. Being part of this amazing global group gives us the benefit of a huge network of experts and specialists, a future we can invest in and the security that allows us to concentrate on what we do best – caring for pets.We will connect with shortlisted candidates, thank you for your interest in Mars Veterinary Health.