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