Assistant Manager, Quality Service Management

ou will manage stakeholders' enquiries and identify issues to provide relevant advice and resolution, to ensure a positive customer experience. 

• Manage clients and stakeholders' enquiries and identify issues to provide relevant advice and resolution

• Provide support to the divisions on challenging cases

• Coordinate and facilitate family conferences between clients and service providers to work towards a positive resolution 

• Support case assessment using the relevant tools and system access

• Familiar with the schemes and services and the healthcare options to provide relevant advice to clients and caregiver

• Ensure compliance to relevant information management policies and Personal Data Protection Act guidelines, process and requirements when accessing and sharing information 

• Provide feedback and suggestion on process improvement to divisions

• Map processes and manage service improvement projects where needed

Job Requirements 

• Degree in any discipline with at least 5 years of relevant experience in customer service and/or quality service management, preferably in healthcare or social services 

• Strong command in English (verbal and written) and good command of second language will be a bonus

• Able to engage stakeholders and manage complex customer service/ feedback related issues

• Good interpersonal skills and able to build rapport with the clients and stakeholders 

• Able to keep calm and composure at high pressure situation  

• Good problem solving skills to achieve the best outcome for the client and service providers

• Highly adapatble to changes and thrive in a fast paced work environment