Service Operations and Excellence Lead

The Role

As the Service Operations and Excellence Lead at Intellect, you will play a pivotal role in shaping the patient experience, ensuring service excellence, and optimising operational performance. Within your scope, you will also oversee the customer support team, ensuring timely and effective assistance to patients and stakeholders, and the care navigation team, ensuring patients receive seamless support in navigating their mental health journey. Additionally, you will lead initiatives to enhance service quality, efficiency, and effectiveness across the organisation, driving a culture of continuous improvement and excellence.

We are seeking a dynamic and passionate individual with a strong background in patient experience, service excellence, and healthcare operations. The ideal candidate will have a proven track record of leadership in a patient-centred care environment, demonstrating exceptional communication, collaboration, and problem-solving skills. They should be dedicated to delivering compassionate care, driving innovation, and fostering a culture of excellence within the organisation. If you are a strategic thinker, results-oriented leader, and advocate for exceptional patient care, we invite you to join our team and make a meaningful impact in the field of mental health.

What You'll Do

• Develop and implement strategies to enhance the overall patient experience
• Lead initiatives to gather patient feedback, analyse insights, and drive continuous improvement in service delivery
• Oversee the customer support team, ensuring timely and effective assistance to patients and stakeholders, addressing inquiries, resolving issues, and promoting service excellence
• Manage the care navigation team, ensuring patients receive seamless support in navigating their mental health journey, accessing appropriate services, and coordinating care
• Work on resource allocation and implement effective rostering to ensure 24/7 coverage of support services
• Drive strategic planning for geographical, service, language and capacity expansion
• Develop and maintain standards for patient communication, education, and engagement to promote positive outcomes and wellness
• Monitor key performance indicators related to time to respond to and resolve a ticket, patient satisfaction levels, service quality, operational efficiency, session conversion rates and patient outcomes, and develop action plans to address areas for improvement
• Lead training and development programs for staff members to enhance their skills in patient-centred care, empathy, service excellence, and continuous improvement
• Stay informed about industry trends, best practices, and emerging technologies to drive innovation and maintain a competitive edge in service delivery
• Work with cross-functional teams to identify and implement solutions to improve the overall end-user and provider experience, and support initiatives to enhance service quality, efficiency, and effectiveness across all aspects of the organisation
• Drive a culture of service excellence, patient-centred care, and continuous improvement across the organisation
• Develop and refine playbooks and SOPs from end to end, and ensure effective implementation and governance across cross-functional teams
• Drive metrics insighting and reporting on a regular basis with key stakeholders including the leadership team on key gaps and opportunities for improvement

Who You Are

• Bachelor's degree in healthcare management, psychology, business administration, or related field
• Proven experience in a patient experience, customer service, or operations leadership role, preferably in the healthcare or mental health industry
• Strong understanding of patient-centred care principles, service excellence, and best practices in healthcare service delivery
• Excellent communication, interpersonal, collaboration, and leadership skills
• Ability to analyse data, identify trends, and make data-driven decisions to improve patient outcomes and operational performance
• Knowledge of quality improvement methodologies such as Six Sigma or Lean is a plus
• Passion for mental health advocacy and a commitment to delivering compassionate care and service excellence
• Open to candidates in Malaysia and Philippines