OF DUTIES
1.Lead customer experience strategy, process transformation, performance improvement management, talent development and mind-set & culture. To initiate process enhancement in all service areas for the purpose of optimizing efficiency of service delivery systems.
2.To manage and attend to qualitative patient feedback and facilitate corrective actions, resolutions and suggestions for continuous improvement.
3.To monitor Customer Satisfaction Index (CSI) & Net Promoter Score (NPS) for the purpose of identifying and recommending opportunities for process improvement and behavioral enhancement.
4.To deliver the service quality training in all service areas for the purpose of continuous improvement in communication and behavior interactions. Drive process improvements within/across departments and influence improvement external to the department
5.To manage customer engagement through loyalty programs for the purpose of customer retention and improving the frequency of customer episodes. Provides ongoing performance management training and conducts timely formal performance appraisals for direct reports.
MAIN DUTIES RESPONSIBILITIES
1.To deliver and coordinate the service quality training in all service areas for the purpose of continuous improvement in communication and behavior interactions.
2.To initiate and coordinate process enhancement in all service areas for the purpose of optimizing efficiency of service delivery systems.
3.To monitor Customer Satisfaction Index (CSI) and Net Promoter score (NPS) for the purpose of identifying and recommending opportunities for process improvement, environmental enhancement and communication/behavioral enhancement.
4.To manage and attend to qualitative patient feedback and facilitate corrective actions, resolutions and suggestions for continuous improvement.
5.To monitor and facilitate, if necessary, ambiance or aesthetic enhancements and/or corrective actions for the betterment of the patients perception and experience within the hospital.
6.To manage customer engagement through Loyalty Program for the purpose of customer retention and improving the frequency of customer episodes.
7.To prepare, compile and analyze all data collection for monthly and quarterly reporting to KPJ Management as required.
8. All staff are responsible and accountable for carrying out duties as in the Occupational Safety and Health Act 1994 and Regulations.
9.Responsible and accountable to carry out all 5S activities as per directed by the Management.
10.To ensure compliance at all points of engagement with patients/ customers/ guests at all times.
11.Every employee is responsible and accountable for managing the risks within their work environment.
12.To perform any other duties as and when required / directed by the General Manager / Operation Manager designated by the Company.
QUALIFICATIONS REQUIRED
EXPERIENCE REQUIRED
Established in 1961, Malayan Flour Mills Berhad (MFM) is the pioneer in the flour milling industry in Malaysia. MFM has grown to become the leading flour miller in Malaysia with regional presence in Vietnam and Indonesia. Over the years, we have expanded into poultry integration, aquaculture, and raw material trading. In FY21, the group revenue was RM2.43 billion.
MFM is one of the major poultry integrators in poultry feeds, breeding, farming with a state-of-the-art processing facility across the poultry value chain. Designed to meet the domestic and international markets, the advanced facility will process up to 300,000 birds per day.
With our asset of 3,000 people, we have transformed and grown in Malaysia and regionally. Synergising with our workforce, we embrace Artificial Intelligence, Big Data, Internet of Things (IoT) in our day-to-day business. Through our partnership with Tyson Food, Inc. and Toyota Tsusho Group, we aspire to be a leading global halal food enterprise while achieving sustainable development goals.
Building the workforce of the future…Today. We invite you to be part of our team!
Visit https://www.mfm.com.my/careers/ or apply via the Jobs tab in Linkedin.
