The Manager, Customer Services is responsible in achieving and sustaining highest quality services in order to meet expectations of customers and the Management’s objectives.
Provision of Services
a) Strategies, lead and manage departments under Customer Services Sub-Division to ensure efficiency and smooth daily operations of each departments.
· Customer Relations Management
· Concierge & Valet services
· International Business Lounge
· Contact Centre & Clinical Enquiries
· Doctor’s Liaison
Set and disseminates departments’ KPIs and drives the delivery of goals to departments within own’s scope to ensure clear understanding of the goals set.
b) Responsible for effective complaint management as well as responsible for the coordination of language interpreters as and when required to ensure service excellence to hospital clients. Study, evaluate, and re-design processes; establish and communicate service metrics; monitor and analyze results and implement changes in order to improve customer service quality results.
c)Ensure continual review of policies, procedures, methods, and guidelines; whilst promoting process improvement where appropriate.
d) Ensure practices are in compliance, standardised across organisation and documented accordingly.
e)Formulate and develop procedures and processes for the departments to ensure compliance with the hospital policies and strategies.
f) Act as a liaison for related inter-department communications and initiate/participate in regular discussions with Heads of Department through formal or informal meetings/discussions in order to understand operational performance and receive feedback on areas for improvement in order to maintain good quality service to customers.
g)Ensure hospital wide sustainability/ innovation projects are implemented and accomplished according to the requirements and needs of the business.
h) Supports management by providing relevant guidance and advisory for decisions; analysing information and applications; evaluating optional courses of action and changing assumptions and direction when required.
i) Drive productivity optimisation initiatives and continuously improve methods, approaches, and departmental contribution while being cost-sensitive.
j) Demonstrate ability to see the big picture and provide useful and strategic advice and input across the organization and on the senior executive team.
k). Accomplish other task/projects as may be required and assigned by the Management for continuous development of the Customer Services Sub-Division and services of PCMC.