Administrative Professionals' Day: Serving others leaves no room for error

Service at the heart of what she does – this administrative professional believes that serving others leaves no room for error

Being an administrative professional is no longer a deskbound job, it has since evolved into a multifaceted role today. Administrative professionals now embrace a broader spectrum of responsibilities — from deconflicting schedules to events liaison to strategic stakeholder management; extending beyond traditional notions.

This Administrative Professionals' Day, we speak with Ng San San, Assistant Manager (Grants and Administration), National Health Innovation Centre Singapore (NHIC), as she shares her passion for the work it takes to support her team and remain ahead of the curve.

Growing up, San San preferred to listen, observe, and do her work quietly. While she usually knew the answers to questions, she didn’t feel the need to shout them out. She valued calmness and solitude over the bustle of activities in boisterous crowds.

“I have always considered myself an extreme introvert,” San San said with a soft laugh. Despite holding a certification as an accounts technician, she opted for a receptionist role at an architectural firm as her first job. Back then, most of her peers were going into roles such as marketing and sales. She attributed the choice to her quiet personality, acknowledging that roles which demanded the “gift of the gab” were not the ideal fit for her.

Yet, after two decades, San San seamlessly navigates her role as an administrative professional, having worked across various industries — education, healthcare and banking. As the Assistant Manager (Grants and Administration) at NHIC, a role she assumed in 2022, San San oversees various corporate administrative roles, including managing senior management schedules, meeting logistics and providing support to colleagues during events.

How did this self-proclaimed introvert thrive in a role which demands constant communication with people from various backgrounds and the ability to anticipate their needs? What fuels her passion? The joy of service and problem-solving. 

Stepping out of her comfort zone, stepping into service

San San fondly recalls her early days at a wellness brand, where she served as an Accounts Administrator. As the company expanded rapidly, the need arose for staff to step into service-oriented roles. Her boss, whom she refers to as a “wonderful mentor”, recommended her to take up the challenge, pointing out that while she may be a very quiet person, she had a knack for connecting with people.

"I was quite surprised. How can someone as reserved as me excel in serving others?" she said. 

Not only did it demand frequent interactions with people, but it also required mastering aspects of customer service which she was unfamiliar with. However, with her mentor’s encouragement, San San took a step out of her comfort zone.

Indeed, her mentor's intuition proved to be spot on — she was a natural. San San soon realised that in her quiet demeanour, she possessed a keen eye for detail and an innate ability to understand people's needs. She was able to provide assistance with ease, whether resolving administrative matters or addressing customer inquiries. "There was a genuine satisfaction in helping my colleagues and assisting customers," San San recalls.

This marked a pivotal moment in her career—a confident shift towards corporate administration, a role which provided her with an environment suited to her introverted nature while also enabling her to effectively support diverse stakeholders in their work.

“It was the best of both worlds,” San San described.

Being a jack of all trades

Contrary to the common perception of administrative professionals spending their days hunched over their desks and buried in paperwork, San San emphasised the evolving nature of the job. "It's about being a jack of all trades," she explained. As the main liaison of NHIC, she takes a proactive approach, always ready for any unexpected tasks which may fall outside the defined job scopes.

In addition to assisting in planning key Board and Senior Management meetings, San San assists NHIC Director, Dr Pauline Tay, on managing engagements with healthcare ecosystem stakeholders and events. San San also diligently checks in on the team's calendars at NHIC, enabling her to arrange team retreats and meetings, reducing the risk of miscommunication and keeping things running along smoothly for the entire team. Her attention to detail ensures she can readily provide assistance whenever required.

Checking in on calendars and arranging meetings without a hitch

Indeed, coordinating meetings starts with “finding the right slot”, everything else falls into place. After confirming a date, San San sends the visitors a comprehensive information kit. This includes a step-by-step directory to locate the building easily, along with instructions upon reaching the lobby. Anticipating their needs, she even guides them to facilities like washrooms or coffee machines before the meeting begins.

Asked if she thought of that as going the extra mile, San San gently shook her head and said, “I think it is important to ensure every detail is covered to minimise any inconvenience for our visitors.” 

San San's familiarity with most aspects of NHIC's operations enables her to provide support effortlessly. "I'm like a human help desk," she said with a laugh.

In her previous role as the Executive Assistant to the Group Chief Information Security Officer at a regional bank, the opportunity to engage in large-scale collaborations was immensely beneficial. However, in a hybrid work environment, limited face-to-face interactions with colleagues sometimes posed difficulties for newcomers to approach the appropriate individuals for help. 

“That was a challenge I gave myself when I joined NHIC a year later. I wanted to make sure that my colleagues knew exactly who or where to turn if they needed help,” she said.

San San adeptly handles questions from her team on topics regarding corporate administration and procurement processes. When they encounter issues submitting claims, she patiently guides them through the process. When they require assistance beyond her expertise, she directs them to the appropriate individuals, such as the specific IT staff for login issues. Even when additional help is needed to man the booths at trade shows, San San would already be there taking down queries from prospective industry partners and directing them to her colleagues.

San San (2^nd from left) with her NHIC team at the Singapore Week of Innovation and Technology (SWITCH) tradeshow in 2023

“Unlike most of my colleagues, I do not have formal scientific training, but I want them to feel assured in relying on me,” she added.

Hence, this “human help desk” seldom remains deskbound. At NHIC events or meetings, you’ll often find San San striding around, ensuring meeting rooms and catering stations are set up properly. Within minutes, she is already stationed at the lobby welcoming guests. Calm and composed, San San takes the first step to engage with guests —a task her introverted self would have shied away from. However, it is not merely for small talk; rather, she attentively notes their preferences, ensuring everyone feels energised with a beverage or pastry of their choice before the meeting.

“When you set out to serve others, there is no room for error,” she emphasised.

This commitment was evident during the launch event of NHIC’s new Clinical Innovation and Adoption Initiative to nurture promising healthtech projects for adoption and scaling across healthcare clusters in Singapore in October 2022. 

Then only two months into her new role, San San was already like a fish in water. Tasked to manage the catering and RSVPs, she effortlessly navigated the various processes, while still paying attention to the most minute details. With over 100 guests in attendance for the milestone event, San San meticulously gathered their dietary preferences, reviewed menus consistently and liaised with caterers to label all allergens accurately.

Ensuring catering stations were properly set up at the event

When asked about the laborious nature of the process, San San highlighted the importance of thoroughness and added with a smile, “Although food is just one aspect of the event, our guests and VIPs should still feel reassured and comfortable.”

How does San San manage her work effectively while on the move? She attributes this to the “careful adoption of technologies”, a skillset she learnt during her time at the bank. Sporting her phone secured with her iconic champagne gold crossbody strap, she uses apps such as Microsoft 365 and OneDrive to access information seamlessly. These tools allow her to check time-sensitive emails or retrieve necessary details on the fly”, free from the confines of her desk.

San San’s crossbody strap and phone — a staple in getting her work done anywhere

Understanding the importance of keeping her skills relevant, San San regularly reads up on technologies that could enhance the efficiency of her work, such as apps which automate the mundane task of appointment scheduling or document filing. She believes that with the freed-up time, more energy can be allocated to enhancing workflows, planning tasks and ultimately, providing improved service to stakeholders.

Finding her place in healthcare

Asked if she had ever considered joining the hospitality industry, given its reputation for exemplary service, San San laughed and said her passion will always lie in healthcare.

In 2007, she joined a private specialist healthcare provider, serving as the Assistant Operating Theatre Manager for Lasik surgery. San San recalled her quiet interactions with the patients, many of whom experienced anxiety prior to the surgery. “Sometimes speaking to them may make them more nervous”, she noted. Instead, she would offer comfort by holding their hands or giving gentle pats on the back. As patients may exit the theatre feeling groggy, San San would have eye drops ready to alleviate their discomfort, ensuring their well-being before they left the clinic.

“Not a day felt like work,” she shared warmly.

The three years cemented her love for patient care. Even as she searched for new jobs after taking breaks due to family commitments, San San found herself continually drawn to opportunities within the healthcare sector.

Unbeknownst to many, San San initially joined NHIC as a Grants Administration Executive in 2016. From setting-up evaluation panel meetings to preparing post-grant documents, San San excelled in every aspect of her role. As the number of grant schemes increased, so did her responsibilities. San San took up corporate support roles in procurement and secretariat duties for board meetings. However, she left a year and a half later due to family commitments.

San San (4^th from right) with the NHIC team at the SCRI Scientific Symposium in 2017

“NHIC is a different form of patient care. It provided me with opportunities to engage with the clinical community, collaborate with partners in the government sector and perhaps, play a part in advancing our local healthcare innovation landscape, even in the smallest of ways,” she said, reflecting on her decision to return to NHIC years later.

A commitment to service

Asked how her younger self would respond to her journey, San San gave a shy smile as she reflected on her 20-year career. “I believe she would be proud of how much I have grown out of my comfort zone, and in my passion for service,” she mused.

There were moments during her career breaks when she feared she had “lost touch with the service aspect” — the ability to connect with people and anticipate their needs. “Thankfully, I did not retreat back into my shell. Things have not only worked out but continued to improve,” she said.

At CRIS’ first Dinner & Dance last year, the NHIC team dressed up as characters from Marvel movies. While her colleagues portrayed lead heroes like Loki or Thor, San San chose to be a Dora Milaje, a supporting role in the movie but the loyal bodyguard of Black Panther; a character that reflected her comfort in providing support behind the scenes while having the competency to hold her own.

The Marvel-lous NHIC team (San San 1^st from left) at CRIS’ Dinner & Dance

Being an administrative professional is no longer a traditional deskbound job. Over decades, it has evolved into a multifaceted role today. On her LinkedIn, San San proudly wrote, “Service is in my blood and I find joy in the ability to bring smiles”, a daily affirmation to drive her commitment in supporting NHIC operations to the best of her abilities.

At the heart of her journey lies a commitment to service — the spark she’ll always attribute to her mentor. Although he has since passed on, she remains grateful to him for recognising her potential. 

“He showed me that my reserved nature was not a limitation but rather a valuable asset I could use to support others,” San San reflects with a smile, as she calmly strides off to set up a meeting.