Manager, Service Excellence

IHH Healthcare Malaysia; Kuala Lumpur; On-site; MYR 89,000 - 179,000; Full time

Job summary

IHH Healthcare Malaysia is seeking a Service Excellence Manager to lead initiatives that enhance patient experience, measure satisfaction, and drive continuous improvement across clinical and non-clinical teams. You will develop training, implement service quality audits, and partner with senior leadership to align service metrics with business goals.

You will drive annual service excellence programs, engage staff, and promote a customer-centric culture through people, processes and technology

Qualifications

• Strong analytical skills with effective communication to senior management.
• Leadership experience to develop a customer-centric culture.
• Expertise in service metrics (NPS, CES, CSAT) and related tools.
• 5–10 years in operational excellence or customer service in healthcare/hospitality.
• Bachelor's degree or equivalent; advanced degree preferred.

Responsibilities

• Lead development and implementation of service excellence programs.
• Plan and deliver patient experience initiatives and training.
• conduct annual service quality audits to ensure compliance and effectiveness.
• Collaborate with clinical and non-clinical teams to improve service delivery.
• Monitor performance, coach staff, and drive continuous improvement.

Skills

Analytical skills

Leadership

NPS/CES/CSAT expertise

Healthcare industry experience

Communication skills

Travel willingness

Customer satisfaction focus

Regulatory familiarity

Proficiency in Microsoft Office

Education

Bachelor's degree or equivalent

Advanced degree preferred

Tools

Microsoft Office Suite (Excel, Word, PowerPoint)

Job description

Conduct regular assessments to measure patient satisfaction and service quality. Analyze feedback, surveys, and patient complaints to identify trends, areas for improvement, and develop action plans to address concerns proactively.

Conduct quantitative and qualitative analysis across multiple reports, as well as sentiment analysis, to understand the patient experience in the past and future to predict resource, service delivery, and expected performance vs. plan, and /or as directed by the superior.

Collaborate with clinical and non-clinical teams to develop and implement programs that enhance the overall patient experience. This includes initiatives such as patient feedback systems, patient engagement programs, and process improvements to streamline service delivery.

Identify areas of improvement in service delivery, workflow processes, and patient interactions. Collaborate with relevant stakeholders to implement and monitor initiatives aimed at enhancing the overall service quality and patient experience.

Execute and assess the implementation and consistency of the customer service trainings to ensure team are skilled, trained, coached and developed to enable them to deliver high quality service and support.

Conduct annual service quality checks through audits to ensure the service quality and process's functionality and compliance with the required standards.

Develop, drive, direct and implement service excellence programs in order to provide outstanding and "best in class" service, through people, processes and technology.

Plan out trainings, development programs required on yearly and ad-hoc basis based on the findings and feedback received in all patient experience surveys and channels.

Collaborate and support the Service Excellence Champions in the hospitals in any way possible in order to foster a customer-centric culture in the team and deliver an exceptional patient experience in every interaction.

Other Key Responsibilities involved:

• Promote a patient-centric mindset and cultivate a culture of empathy, compassion, and professionalism among all staff members. Lead by example, encouraging employees to go above and beyond to meet patient expectations and resolve issues promptly.
• Evaluate the performance of staff members involved in service excellence and customer service roles, providing feedback, coaching, and recognition for exceptional service delivery. Develop performance improvement plans where necessary and support staff development in service-related skills.
• Work closely with team to plan out annual service weeks and service awards programme.
• Contribute to overall Service Excellence business plans with operational deliverables and tactical approaches to achieve the overall strategic objectives.
• Strategize and lead the development of patient experience roadmap aligned with the division’s strategic business priorities.
• Provide support and is able to infuse positivity and inspiration into every element of the service excellence experience.
• Remain informed about the latest trends and developments in the private healthcare industry, particularly in the field of service excellence. Share relevant insights and best practices with the management team to drive innovation and service enhancement.
• Perform other related duties as may be assigned or delegated by the Superior from time to time.

Qualification & Experience:

• Strong analytical skills, as well as the ability to communicate effectively with employees, including Senior Management level.
• Strong leadership and team management abilities to foster a customer-centric culture.
• Expertise in Service Metrics such as NPS, CES, CSAT, and other customer service management tools and systems.
• 5-10 years of experience in operational excellence or customer service roles in healthcare, hospitality, or other related industry.
• A bachelor's degree or equivalent, as well as relevant work experience. An advanced degree is strongly preferred.
• Computer literate and is expert on all Microsoft products such as Excel, Word, PowerPoint, and other digital channels and software.
• Excellent networker; comfortable presenting new ideas at a senior level.
• Excellent written and verbal communication skills.
• Willing to travel as and when the business requires.
• Exhibited a strong commitment to customer satisfaction and quality service, as well as a sense of urgency.
• Familiarity with regulatory requirements and quality standards in the private healthcare sector.

Unlock job insights

Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Service Excellence Manager?

Healthcare Services More than 10,000 employees

IHH Healthcare Malaysia is part of IHH Healthcare, a leading international healthcare services provider with a vision to become the world’s most trusted healthcare services network.

IHH Healthcare Malaysia operates 16 hospitals, comprising four Gleneagles Hospitals, eleven Pantai Hospitals and Prince Court Medical Centre.

It also provides diagnostic and rehabilitation services through Pantai Premier Pathology and Pantai Premier Rehabilitation, each with 29 and 16 branches respectively.

With over 10,000 dedicated employees, a full spectrum of integrated healthcare services and a commitment to quality and safety, IHH Healthcare Malaysia commits to touch lives and transform care.

IHH Healthcare Malaysia is part of IHH Healthcare, a leading international healthcare services provider with a vision to become the world’s most trusted healthcare services network.

IHH Healthcare Malaysia operates 16 hospitals, comprising four Gleneagles Hospitals, eleven Pantai Hospitals and Prince Court Medical Centre.

It also provides diagnostic and rehabilitation services through Pantai Premier Pathology and Pantai Premier Rehabilitation, each with 29 and 16 branches respectively.

With over 10,000 dedicated employees, a full spectrum of integrated healthcare services and a commitment to quality and safety, IHH Healthcare Malaysia commits to touch lives and transform care.

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