Service Excellence Lead

1 week ago

Pasig, National Capital Region, Philippines Private Advertiser Full time ₱600,000 - ₱1,800,000 per year
The Service Excellence Lead plays a critical role in driving, supporting, and sustaining initiatives that elevate the patient experience across a network of hospitals. This position ensures the implementation and governance of patient-centric programs, manages patient feedback systems, and collaborates with operational teams to reengineer processes that improve patient flow and satisfaction.

Key Responsibilities:

  1. Patient Experience Governance & Implementation

  2. Guide the establishment and compliance of Patient Experience (PX) governance structures in hospitals, ensuring alignment with organizational frameworks and structures.

  3. Lead the roll-out, adoption, and monitoring of current and future PX digital platforms, ensuring effective execution at the hospital level.

  4. Ensure consistent application of PX standards and practices across the network to foster a culture of service excellence.

  5. Management of Organizational Feedback System (NPS)

  6. Co-manage the Net Promoter Score (NPS) platform, ensuring accurate and timely collection of patient feedback data.

  7. Analyze data and generate network-wide reports to support targeted PX improvement projects and track progress toward key performance indicators (KPIs).

  8. Collaborate with the PX Council or equivalent body to ensure strategic alignment of initiatives with overall service quality goals.

  9. Process Reengineering & Patient Flow Optimization

  10. Work with functional groups across hospitals to identify opportunities for process improvement in areas with critical turnaround times (TATs).

  11. Support the design, implementation, and monitoring of process reengineering efforts to improve patient flow, reduce waiting times, and enhance the overall patient journey.
  12. Monitor and evaluate outcomes to ensure sustained service delivery improvements.

Qualifications:
  • Bachelor's degree in Healthcare Administration, Nursing, Business Management, or a related field (Master's degree is a plus)
  • At least 5 years of relevant experience in hospital operations, quality improvement, or patient experience management
  • Hands-on experience with customer feedback systems (e.g., NPS platforms) and service excellence programs
  • Strong skills in data analysis and reporting using Excel, Power BI, or similar tools
  • Proven ability to work cross-functionally and influence stakeholders at all organizational levels

  • Operations Excellence Specialist

    2 weeks ago

    Pasig, National Capital Region, Philippines iSupport Worldwide Full time ₱2,000,000 - ₱2,500,000 per year

    Be a part of our fast-growing team and unchain all the possibilitiesWhat is your mission?We are looking for a data-driven Operations Excellence Specialist who thrives in solving complex business problems, transforming operations through analytics, and implementing sustainable process improvements. You will serve as a trusted consultant to clients—leading...

  • Operational Excellence Specialist

    1 week ago

    Pasig, National Capital Region, Philippines Grundfos Pumps Full time $90,000 - $120,000 per year

    Operational Excellence SpecialistHybrid- Ortigas, Pasig CityWhat is the Job all about?We are looking for an Operational Excellence Specialist to join our global team. In this role, you will play a vital role in enhancing Grundfos IS's Service Management framework by supporting the development, implementation, and continuous improvement of ITIL4-aligned...

  • Operational Excellence Specialist

    1 week ago

    Pasig, National Capital Region, Philippines iSupport Worldwide Full time ₱900,000 - ₱1,200,000 per year

    POSITION SUMMARY:You're a forward-thinking, data-savvy, and client-centric problem-solver to join our growing Operational Excellence team. This role goes beyond dashboards and reports. You will be our clients' go-to partner in uncovering insights, solving real business problems, and driving operational transformation through data.Key...

  • Lead IT Service Improvement Specialist

    2 weeks ago

    Pasig, National Capital Region, Philippines Grab Full time ₱1,200,000 - ₱3,600,000 per year

    Company DescriptionAbout Grab and Our WorkplaceGrab is Southeast Asia's leading superapp. From getting your favourite meals delivered to helping you manage your finances and getting around town hassle-free, we've got your back with everything. In Grab, purpose gives us joy and habits build excellence, while harnessing the power of Technology and AI to...

  • Operational Excellence Specialist

    4 days ago

    Pasig, National Capital Region, Philippines GRUNDFOS Full time $80,000 - $120,000 per year

    Hybrid- Ortigas, Pasig CityWhat is the Job all about?We are looking for an Operational Excellence Specialist to join our global team. In this role, you will play a vital role in enhancing Grundfos IS's Service Management framework by supporting the development, implementation, and continuous improvement of ITIL4-aligned processes.With a strong emphasis on...

  • IT Service Delivery Lead

    6 days ago

    Pasig, National Capital Region, Philippines Corporate Executive Search, Inc. (CESI) Full time ₱104,000 - ₱130,878 per year

    IT Service Delivery Lead (Plan to Fulfill, Human Capital Management)We are looking for anIT Service Delivery professionalto join our team and provide frontline support for business systems and end-user needs. This role is key in ensuring smooth IT operations by resolving incidents, handling minor enhancements, documenting requests, and coordinating...

  • Vice President, Process Excellence

    6 days ago

    Pasig, National Capital Region, Philippines TaskUs Full time $120,000 - $250,000 per year

    Job Description*About TaskUs:*TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming,...

  • Vice President, Process Excellence

    1 week ago

    Pasig, National Capital Region, Philippines TaskUs Full time ₱432,000 - ₱720,000 per year

    About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...

  • Operational Excellence Officer

    6 days ago

    Pasig, National Capital Region, Philippines Jollibee Full time ₱1,200,000 - ₱3,600,000 per year

    The Operational Excellence Officer (Process & Technology) is responsible for the effective management, implementation, and optimization of procurement technology solutions. This role ensures that key procurement technology platforms and tools are effectively designed & implemented, and efficiently utilized to streamline procurement processes, enhance data...

  • Marketing Lead

    2 days ago

    Pasig, National Capital Region, Philippines Founder+1 Ventures Full time ₱900,000 - ₱1,200,000 per year

    Role DescriptionThis is a full-time, on-site role located in Pasig for a Marketing Lead. The Marketing Lead will be responsible for developing and implementing online and trade marketing strategies, conducting market research, and leading sales initiatives. The role also entails managing communication efforts and ensuring top-notch customer service. The...