Operations Manager

2 weeks ago

Malaysia WhiteCoat Full time
We are looking for an
Operations Manager with experience in leading and managing our customer service operations, ensuring
the highest level of service delivery to our valued customers to join WhiteCoat Malaysia. This role will report to Malaysia Country Manager.

What We are Looking For


Are you an individual who is independent, self-motivated and passionate about healthcare? Are you keen to take your career to the next level? We are looking for a team oriented and passionate Operations Manager to join WhiteCoat Malaysia.

We offer you the opportunity to be part of a multi-functional and dynamic team.

Joining us should appeal to you not just because we respect and value our employees but because we are a place where passion and dedication are rewarded with opportunities for professional and personal growth.


Key Responsibilities

  • Lead the team in achieving WhiteCoat's service level agreements, continuously improving service quality, and enhancing work efficiency to align with strategic goals and service requirements.
  • Take full ownership of the daily operations and management of our customer service center and operations team, providing regular reports to the management team.
  • Continuously optimise business processes, enhance team performance, mitigate business risks, and elevate the customer service experience to new heights.
  • Provide expert guidance to ensure smooth daily operations of customer service work, including supervising and coaching the team's performance, developing streamlined evaluation processes, optimising customer service SOPs, and improving efficiency.
  • Empower and build a highly efficient and productive team with a strong serviceoriented mindset and positive team culture.
  • Proactively build a talent pipeline, selecting and developing individuals, and ensuring business continuity through effective succession planning.
  • Respond promptly and effectively to unexpected incidents, manage business and personnel risks, and proactively identify and address potential risks and hazards in dailywork.
  • Independently develop, execute and manage projects, while providing regular feedback and conducting retrospective analysis to drive continuous improvement
-
Qualifications & Requirements

  • A Bachelor's degree, coupled with a minimum of 5 years of experience in operations and managing customer service centers.
  • Excellent proficiency in both written and spoken English and Bahasa Melayu.
  • Strong communication, coordination, team leadership, and crossdepartmental collaboration skills to foster a cohesive and productive work environment.
  • Indepth knowledge of customer service operation systems, including complaint handling, user experience management, adhoc crisis management, and other related areas.
  • A strong service mindset, demonstrating high dedication, enthusiasm, clear logical thinking, adaptability, and the ability to thrive in a fastpaced and highintensity work environment.

Why Join Us?

We are a GREAT PLACE TO WORK 92% of our employees say it is a great place to work compared to 53% of employees at a typical Global company. While people are at the centre of what we do as an organisation, we can only do so if we do right by our people. And we know we can only get better by bringing in talents like you to grow together as we strive to become the healthcare provider and the employer of choice.


If you join us, you will become part of a diverse and inclusive team of passionate healthcare and technology professionals, a number that has been growing since we started in 2017.

As we embark on our growth plan in the region, we will more than double our team as we move into 2023.

Our team is led by some of the most experienced individuals in their respective fields.

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