DEPUTY MANAGER, STERILIZATION SERVICE OPERATION SERVICES

KPJ Healthcare Berhad; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

KPJ Healthcare Berhad is seeking a Deputy Manager, Sterilization Service Operations to lead CSSD customer liaison, quality and safety coordination, NCR management, and on-time service delivery across hospital networks in Malaysia.

You will collaborate with clinical and operations teams to enhance service quality, monitor performance, drive CAPA actions, and maintain regulatory compliance with MSQH, MSSA, ISO and MOH guidelines, while mentoring staff.

Qualifications

• Degree or Diploma in a relevant healthcare field.
• Minimum 3–5 years’ experience in CSSD, Operation Theater, or sterilisation services.
• Experience in training or knowledge-sharing is desirable.

Responsibilities

• Serve as primary contact for customers regarding CSSD services.
• Coordinate with operations and logistics to ensure on-time delivery.
• Manage NCRs and drive CAPA actions.
• Monitor service performance and maintain service levels.
• Support continuous training programs and staff performance evaluation.
• Prepare reports and maintain records on customer communications and NCRs.

Skills

Customer relationship management

Quality & safety coordination

NCR management

Regulatory compliance

Stakeholder engagement

Education

Degree or Diploma in:

Job description

DEPUTY MANAGER, STERILIZATION SERVICE OPERATION SERVICES

The Customer Support Manager is responsible for ensuring high levels of customer satisfaction through effective coordination of quality, safety, and customer service activities within the CSSD. This role acts as the key liaison between customers and internal teams, manages Non-Conformance Reports (NCRs), ensures timely service delivery, and supports operational efficiency while maintaining regulatory and quality compliance.

Key Responsibilities

1. Customer Liaison & Relationship Management

• Serve as the primary contact person for customers regarding CSSD services.
• Build and maintain strong relationships with clients through regular communication and meetings.
• Coordinate and attend customer meetings, service reviews, and follow-ups.
• Address customer feedback, concerns, and complaints promptly and professionally.
• Ensure customer satisfaction targets are met and continuously improved.
• To support business growth by enhancing service quality to exceed client’s expectation, with non conformances issues addressed within standard operating procedures.

2. Quality & Safety Coordination

• Act as Quality and Safety Coordinator for CSSD-related activities.
• Ensure compliance with relevant standards, regulations, and accreditation requirements (e.g. MSQH, MSSA, ISO, MOH guidelines).
• Support internal audits, customer audits, and regulatory inspections.
• Promote a culture of quality, safety, and continuous improvement across the department.

3. NCR & Incident Management

• Manage all Non-Conformance Reports (NCRs), customer complaints, and service deviations.
• Ensure NCRs are properly recorded, investigated, and root causes identified.
• Coordinate corrective and preventive actions (CAPA) with relevant departments.
• Monitor and ensure all NCRs are closed within agreed timelines.
• Provide regular updates and reports on NCR status and trends.

4. Service Delivery & Customer Satisfaction

• Monitor service performance to ensure timely collection, processing, and delivery of sterile items.
• Coordinate with operations and logistics teams to ensure on-time delivery and service continuity.
• Identify risks that may impact service delivery and proactively implement mitigation actions.
• Ensure service levels and customer expectations are consistently met.

5. Operational Support & Efficiency

• Assist operational teams in resolving service-related issues affecting customers.
• Support initiatives to improve workflow efficiency, turnaround time, and service quality.
• Participate in service improvement projects and process optimisation activities.
• Provide customer-related insights to support operational planning and decision-making.
• To ensure the implementation of continuous training program, scientific activities, according to the selected program.
• Participate in the evaluation of the technical performance of staff in the field of training and for new employees during the training period.

6. Reporting & Documentation

• Prepare customer service reports, NCR summaries, and quality performance indicators.
• Maintain accurate records of customer communications, complaints, and resolutions.
• Support management with data and analysis related to customer satisfaction and service performance.

Qualification/Requirement

• Education
  • Degree or Diploma in:
• Experience
  • Minimum 3–5 years’ experience in:
  • CSSD or Operation Theater, or sterilisation services
  • Business development or client-facing roles
  • Experience in conducting training or knowledge-sharing sessions is highly desirable.
• Knowledge & Skills
  • Strong understanding of sterilisation processes, infection control, and medical device reprocessing.
  • Knowledge of relevant standards and guidelines (AAMI, ISO, HTM, MOH).
  • Excellent communication, presentation, and interpersonal skills.
  • Ability to engage stakeholders at all levels, including clinicians and hospital management.
  • Analytical, organised, and able to work independently with minimal supervision.

KPJ Healthcare Berhad is the leading provider of private healthcare services in Malaysia, with a history dating back to 1981 when it introduced the first private specialist hospital in Johor. The Group's core values of Safety, Courtesy, Integrity, Professionalism, and Continuous Improvement drive its integrated network of more than 29 specialist hospitals across Malaysia. Additionally, KPJ has expanded its presence internationally, with hospitals in Indonesia, Bangkok, and Bangladesh, as well as investments in retirement and age-care resorts in Australia and Malaysia.

KPJ's competitive advantage stems from its extensive reach and accessibility throughout the nation, offering a wide range of medical specialist services, some of which are pioneering in the country's healthcare industry. The company also excels in utilizing integrated technology to enhance patient care, including the adoption of Cloud Computing and continuous improvements to the KPJ Clinical Information System (KCIS). Furthermore, KPJ is exploring digitalized medical technology applications in areas such as E-Pharmacy, wearable technology, robotics, Artificial Intelligence (AI), and the Internet of Things (IoT).

With over three and a half decades of experience in hospital development and management, KPJ is built on strong fundamentals, positioning it well for the evolving healthcare industry. The company's health tourism segment has experienced significant growth through aggressive marketing strategies, expanding its footprint in various regions.

In addition to hospital-based care, KPJ has made strides in healthcare-related industries, particularly in KPJ Senior Living Care services and Healthcare Education, recognizing their potential for the future due to increasing consumer demand. KPJ hospitals have received recognition from accreditation bodies, ensuring the quality and safety of their services.

The company is committed to giving back to the community and has established a network of Klinik Wakaf An-Nur (KWAN) charity clinics and a Hospital Waqaf An-Nur (HWAN) to provide care to the underprivileged. With 18 KWAN clinics and five mobile clinics, KPJ's efforts have positively impacted over one million patients since 1998.

Overall, KPJ Healthcare Berhad's extensive network, commitment to innovation, and dedication to quality healthcare services and community outreach make it a prominent and trusted player in the private healthcare industry.