DEPUTY MANAGER, CUSTOMER CARE & EXPERIENCE

GENERAL DESCRIPTION

• The Head of Services, CCX, provides strategic and operational leadership to ensure that all patients, families, and visitors experience high-quality, compassionate, and seamless care. This role oversees the CCX team, drives service improvement initiatives, and ensures alignment with the hospital’s values of Caring, Professional, and Personalized service.

JOB DESCRIPTION

1.Strategic Leadership

• · Develop and implement the hospital’s Customer Care & Experience strategy.
• · Lead CCX policies, SOPs, and service standards across departments.
• · Set annual service excellence targets and monitor progress.

2. Service Excellence & Patient Experience

• · Ensure a “Patient First” culture is embedded in daily operations.
• · Oversee complaint management, service recovery, and patient feedback systems.
• · Monitor patient satisfaction scores and drive initiatives for continuous improvement.
• · Champion hospital-wide programs to improve service delivery.

3. Operational Oversight

• · Lead the CCX team (Executives, Supervisors, Envoys, Telephone Operators, Front Desk).
• · Ensure smooth functioning of customer-facing services: reception, call center, admission, concierge, and information counters.
• · Coordinate cross-departmental collaboration to optimize patient journey.

4. Staff Development & Engagement

• · Mentor, coach, and evaluate CCX staff performance.
• · Oversee training programs in customer service, communication, and complaint handling.
• · Foster a positive, motivated, and service-driven workforce.

5. Feedback, Reporting & Continuous Improvement

• · Analyze patient feedback, complaints, and compliments to identify trends.
• · Provide management with reports and recommendations for service improvements.
• · Implement innovative practices to enhance patient comfort and satisfaction.

6. Governance & Compliance

• · Ensure adherence to hospital accreditation standards (MSQH, JCI, etc.) related to patient care and customer service.
• · Maintain compliance with data confidentiality, patient safety, and service quality standards.
• · Manage budgets, resources, and departmental KPIs effectively. OSH Act & Regulations 1994
• · Responsible and accountable to carry out duties as employee stipulated in OSH Act & Regulations 1994
• · To take responsibility to carry at work for the safety of yourself and other persons
• · To cooperate with your employer or any other person in the discharge of any duty
• · To wear or use any protective equipment or clothing provided by the employer
• · To comply with any instruction or measure on occupational safety and health.

7. Baby Friendly Concept

• · Responsible and accountable to adhere to the steps of successful breastfeeding as requirement Patient Safety Goal
• · Ensure compliance of Patient Safety Goals as safety improvement measures as recommended by World Alliance for Patient Safety
• · Ensure the policies on Patient and Family’s Rights are addressed at all times. Integrated Management System
• · Participates actively and encourages compliance to all policies and Procedures of ISO 9001:2015, ISO 14001, OHSAS 18001, ISO 14001:2015, Malaysian Hospital Accreditation Standards and PSG. PDPA Act 2010
• · To review and adopt internal personal data protection policies and practices to comply with the PDPA Act 2010. Participate actively in any other new service that is introduced
• · Ensure produce better result and Continual Improvement in delivering service to customers. To perform other duties as and when required by the management
• · Produce outcome within the expectation of the shareholder and customers.

JOB REQUIREMENTS

Education:

• · Degree in Healthcare Management, Hospitality, Business, or related field.
• · Postgraduate qualification (MBA, MHA, or equivalent) is an advantage.
• · Minimum 8–10 years of experience in customer service/healthcare management, with at least 5 years in leadership.
• · Experience in hospital or hospitality industry preferred.

Knowledge and Experiences:

MINIMUM PREFERRED

• 5 year working experience 10 years of experience in customer service.
• Good interpersonal, communication skill and fluent in both spoken and written English Working with less supervision, Nature, independent with a strong sense of self-initiative and motivation IT literate IT literate with knowledge of Microsoft Windows, Canva, AI Skills & Competencies: Special skills required § Strong leadership and people management skills.
• Excellent communication, negotiation, and conflict resolution skills.
• Strategic thinking with ability to translate vision into action.
• Analytical ability to interpret feedback and implement improvements.
• Strong organizational and multitasking ability.
• Proficiency in MS Office and hospital management systems.

Personal attributes:

• Inspirational and motivational leader.
• Empathetic and approachable with strong emotional intelligence.
• Professional, ethical, and trustworthy.
• Proactive, decisive, and resilient under pressure.
• Passionate about patient-centered care and service excellence.