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