Director, Operations

Radicare (M) Sdn Bhd; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

Radicare (M) Sdn Bhd is seeking a seasoned Executive to lead nationwide operations in Malaysia's healthcare support services. The role demands strong governance, multi-site oversight and a track record in driving efficiency and service excellence across hospitals.

The successful candidate will shape the operations strategy, manage senior leaders, optimise resources and ensure compliance with concession agreements while delivering high patient care standards and stakeholder satisfaction.

Qualifications

• Bachelor’s degree in engineering, Facilities Management, Healthcare Management, Business Administration or related discipline.
• Master's Degree (MBA or equivalent) will be an added advantage.
• Minimum 15 years of relevant experience in Hospital Support Services, Facilities Management or Operations Management.
• Minimum 10 years in senior management or executive leadership.
• Proven experience managing multi-site operations and large operational teams.
• Experience in concession management will be an added advantage.
• Excellent leadership and people management skills.
• Strong strategic planning and decision-making capability.
• Excellent communication and stakeholder management skills.
• Strong financial and commercial acumen.
• Strong analytical and problem-solving skills.
• Excellent negotiation and conflict resolution skills.
• Strong knowledge of the Hospital Support Services Concession Agreement.
• Good understanding of hospital operations and facilities management.
• Sound knowledge of budgeting, financial management and resource planning.
• Good understanding of quality management systems, operational excellence and continuous improvement.
• Knowledge of corporate governance, risk management and regulatory compliance.

Responsibilities

• Provide strategic leadership and overall direction for the Company's nationwide operations to ensure excellence and sustainability.
• Develop and implement the Operations Strategy aligned with Vision, Mission and Business Plan.
• Lead State General Managers to ensure consistent standards and compliance.
• Ensure compliance with HSS Concession Agreement, policies, QMS, MAP, HSIP, TRKPI and regulations.
• Drive continuous improvement, productivity, service innovation and standardisation across states.
• Monitor KPIs, CPA, CFS, CSS and deduction performance to improve outcomes.
• Lead initiatives to minimise deductions and enhance profitability without compromising quality.
• Develop strategies to improve customer satisfaction and client relationships.
• Establish and maintain relationships with MOH, Hospital Directors, regulators and stakeholders.
• Ensure readiness, continuity and mobilization for new contracts and expansions.
• Lead planning, resource optimisation and manpower strategies across regions.
• Oversee budgets and cost controls for efficient resource use.
• Review performance reports, analyse trends and implement corrective actions.
• Lead risk management and establish organisational resilience.
• Promote HSSE compliance throughout operations.
• Drive digital transformation, automation and technology adoption.
• Lead cross-functional collaboration to support strategic objectives.
• Develop leadership capability, succession planning and talent development.
• Promote a high-performance culture of accountability and excellence.
• Review and improve governance frameworks and procedures.
• Prepare and present performance reports to CEO, ExCo and Board.
• Represent the Company in meetings with customers, MOH and authorities.
• Protect reputation through governance and service excellence.
• Execute other duties as assigned by CEO.

Skills

Strategic leadership

Multi-site ops

Healthcare facilities

Stakeholder management

Budgeting & financial

Education

Bachelor’s degree in engineering, Facilities Management, Healthcare Management, Business Administration or related discipline

Master's Degree (MBA or equivalent)

Job description

1. Provide strategic leadership and overall direction for the Company's operations nationwide to ensure operational excellence, customer satisfaction and sustainable business performance.

2. Develop and implement the Company's Operations Strategy in alignment with the Company's Vision, Mission, Corporate Strategy and Business Plan.

3. Lead and oversee all State General Managers to ensure consistent operational standards, service delivery and compliance across all operational regions.

4. Ensure compliance with the Hospital Support Services Concession Agreement, Company policies, Quality Management System (QMS), MAP, HSIP, TRKPI and all statutory and regulatory requirements.

5. Drive operational excellence through continuous improvement, productivity enhancement, service innovation and operational standardisation across all states.

6. Monitor operational performance against approved Key Performance Indicators (KPIs), Company Performance Assessment (CPA), Customer Feedback Survey (CFS), Customer Satisfaction survey (CSS) and deduction performance.

7. Lead initiatives to minimise operational deductions, improve operational efficiency and enhance profitability without compromising service quality.

8. Develop strategies to improve customer satisfaction, strengthen client relationships and maintain high standards of service delivery across all healthcare institutions.

9. Establish and maintain strategic relationships with the Ministry of Health (MOH), Hospital Directors, Government agencies, regulatory authorities and key stakeholders.

10. Ensure operational readiness, business continuity and effective mobilisation for new contracts, concession expansions and strategic projects.

11. Lead operational planning, resource optimisation and manpower strategies to ensure efficient utilisation of resources across all operational regions.

12. Oversee the preparation and management of operational budgets, ensuring effective cost control and prudent utilisation of financial resources.

13. Review operational performance reports, analyse trends and implement corrective actions to improve service delivery and operational outcomes.

14. Lead operational risk management by identifying strategic and operational risks, implementing mitigation plans and ensuring organisational resilience.

15. Promote and strengthen Health, Safety, Security and Environmental (HSSE) compliance throughout all operational activities.

16. Drive digital transformation, automation and technology adoption to improve operational efficiency, reporting and customer experience.

17. Lead cross-functional collaboration with Business Development, Finance, Human Resources, Procurement, Legal and other divisions to support the Company's strategic objectives.

18. Develop leadership capability, succession planning and talent development programmes for State General Managers and operational leaders.

19. Promote a high-performance culture that encourages accountability, innovation, continuous improvement and operational excellence.

20. Review and recommend improvements to operational policies, procedures, standards and governance frameworks.

21. Prepare and present operational performance reports, strategic initiatives and improvement plans to the Chief Executive Officer, Executive Committee and Board of Directors.

22. Represent the Company in operational, contractual and strategic meetings with customers, Government agencies, regulatory authorities and external stakeholders.

23. Ensure the Company's reputation is protected through effective operational governance, customer engagement and service excellence.

24. Execute any other duties and responsibilities as assigned by the Chief Executive Officer from time to time.

Requirement:

Bachelor’s degree in engineering, Facilities Management, Healthcare Management, Business Administration or related discipline.

Master's Degree (MBA or equivalent) will be an added advantage.

Minimum 15 years of relevant experience in Hospital Support Services, Facilities Management or Operations Management.

Minimum 10 years in senior management or executive leadership.

Proven experience managing multi-site operations and large operational teams.

Experience in concession management will be an added advantage.

Excellent leadership and people management skills.

Strong strategic planning and decision-making capability.

Excellent communication and stakeholder management skills.

Strong financial and commercial acumen.

Strong analytical and problem-solving skills.

Excellent negotiation and conflict resolution skills.

Strong knowledge of the Hospital Support Services Concession Agreement.

Good understanding of hospital operations and facilities management.

Sound knowledge of budgeting, financial management and resource planning.

Good understanding of quality management systems, operational excellence and continuous improvement.

Knowledge of corporate governance, risk management and regulatory compliance.

RADICARE (M) SDN BHD is a leading integrated facilities management company that specializes in the provision of non-clinical support services to the healthcare sector in Malaysia. Radicare has built a foundation of excellence that enables it to remain synonym with quality hospital support services partner with reputable healthcare institutions in Malaysia.

Leveraging on 18 years of experience and expertise, RADICARE is poised to extend further the frontiers of service excellence, ultimately contributing towards higher quality of healthcare services at the various hospitals and medical institutions throughout the country and regions.

RADICARE’s extensive pool of talents has enabled it to deliver optimal solutions to customers, thus letting doctors, nurses and caretakers to fully focus on patient care.

RADICARE (M) SDN BHD is a leading integrated facilities management company that specializes in the provision of non-clinical support services to the healthcare sector in Malaysia. Radicare has built a foundation of excellence that enables it to remain synonym with quality hospital support services partner with reputable healthcare institutions in Malaysia.

Leveraging on 18 years of experience and expertise, RADICARE is poised to extend further the frontiers of service excellence, ultimately contributing towards higher quality of healthcare services at the various hospitals and medical institutions throughout the country and regions.

RADICARE’s extensive pool of talents has enabled it to deliver optimal solutions to customers, thus letting doctors, nurses and caretakers to fully focus on patient care.

Kuala Lumpur City Centre, Kuala Lumpur, MY