Wellness Clinic Operations Manager

HireHub; Kuala Lumpur; On-site; MYR 102,000 - 122,000; Full time

Benefits offered by this job

EPF

SOCSO

Annual Leave

Medical Leave

Health Insurance

Training Provided

Overtime Pay

Job summary

Our client HireHub in Kuala Lumpur seeks an experienced operations and service centre manager to drive revenue, manage a premium member experience, and lead front desk, therapy and clinical support teams. You will coordinate daily staffing, ensure SOP compliance, and oversee pre-opening activities for new outlets.

You will also monitor performance metrics, handle escalations, and ensure PDPA-compliant data handling while maintaining a high-quality customer journey across seven days of operation.

Qualifications

• 3–5 years of management experience in a service outlet, clinic, spa, hotel department, premium retail, or similar customer-facing environment.
• Proven track record in achieving revenue, sales, and customer conversion targets, with the ability to demonstrate measurable results.
• Strong people management skills, including staff scheduling, performance management, coaching, and disciplinary matters.
• Proficient in booking, CRM, and POS systems, with the ability to prepare and analyze operational reports.
• Willing to work on a 6-day rotational schedule, including weekends and public holidays.
• Experience in healthcare, wellness, aesthetics, hospitality, or other service-related industries is preferred.
• Familiar with Act 586 licensing requirements, MOH inspections, and clinical SOP frameworks.
• Experience in new outlet setup and opening, including manpower, operations, systems, and pre-opening preparation, will be highly preferable.

Responsibilities

• Own daily operations including opening and closing, staffing coverage, room allocation and equipment scheduling.
• Lead and develop the front desk, membership, therapy and clinical support teams.
• Drive commercial performance by monitoring lead flow, consultation conversion, membership sales, renewals, average transaction value and programme mix.
• Run daily and weekly briefings covering bookings, targets, VIP arrivals and open service issues.
• Build and manage the rotation roster so the centre is fully covered seven days a week without breaching working hour limits.
• Manage attendance, leave, performance reviews, coaching and the disciplinary process in line with HR policy.
• Own the member journey end to end from enquiry and day pass through first consultation, programme onboarding, follow up and renewal.
• Handle VIP guests, escalations, complaints and service recovery, with documented resolution and root cause follow up.
• Enforce SOPs, service standards, hygiene, infection control and safety protocols through scheduled spot audits.
• Manage inventory of consumables, supplements and retail stock, including reorder levels, wastage, expiry control and monthly stock counts.
• Coordinate equipment servicing, calibration schedules, maintenance contracts and downtime reporting.
• Plan and execute member events, health talks, roadshows and corporate activations together with Marketing.
• Report weekly and monthly on revenue, conversion, utilisation, retention, headcount and operating cost.
• Ensure member data is captured, stored and used in line with PDPA and internal data policy.
• Ensure marketing and sales collateral used in branch stays within Medicine Advertisements Board and MMC advertising rules.

Skills

People management

Sales targets

Staff scheduling

Performance management

Coaching

Disciplinary matters

Booking systems

CRM systems

POS systems

Customer service

Tools

CRM systems

POS systems

Booking systems

Job description

Our client HireHub in Kuala Lumpur seeks an experienced operations and service centre manager to drive revenue, manage a premium member experience, and lead front desk, therapy and clinical support teams. You will coordinate daily staffing, ensure SOP compliance, and oversee pre-opening activities for new outlets.

You will also monitor performance metrics, handle escalations, and ensure PDPA-compliant data handling while maintaining a high-quality customer journey across seven days of operation.