Service Operation Quality Manager

2 weeks ago

Makati City, National Capital Region, Philippines Maxicare Health Care Full time ₱1,500,000 - ₱3,000,000 per year

We're looking for an experienced and strategic Sr. Manager of Service Excellence to lead and align all non-medical aspects of the patient journey across Maxicare's clinics. This critical leadership role drives continuous service improvement by unifying patient feedback, operational audits, and cross-functional collaboration into a single, patient-centered service framework.

If you are a passionate, collaborative leader capable of embedding a culture of consistency, empathy, and operational excellence, we invite you to apply.

What You'll Do

  • Provide strategic leadership and integrate Service Quality Assurance (SQA) standards with Patient Experience (PEX) initiatives to ensure consistent, patient-centered service.
  • Oversee audit frameworks, patient feedback systems, and performance scorecards to ensure service quality is measurable, actionable, and continuously improved.
  • Define and refine Maxicare's patient-journey framework, ensuring key touchpoints and "moments that matter" are clearly defined and reflected in service standards and training.
  • Lead collaboration with Clinic Operations, Operations Training, and Operations Support to implement effective service recovery, recognition, and coaching programs.
  • Consolidate insights from audits and operational data to identify systemic issues, and present actionable recommendations to Executive Leadership.
  • Champion a culture of service excellence through recognition programs, continuous learning, and communication campaigns that reinforce Maxicare's core service values.

Qualifications

Education:

  • Bachelor's degree in healthcare administration, quality management, hospitality management, or a related field

Experience / Knowledge:

  • Deep understanding of service management systems, patient experience frameworks, and audit methodologies
  • Training or certification in Service Excellence, Customer Experience Management, or Quality Systems is an advantage
  • Familiarity with healthcare operations and cross-functional process integration

Skills and Attributes:

  • Strong leadership, people management, and collaborative abilities
  • Strategic thinker capable of aligning service initiatives across multiple functions
  • Excellent analytical skills for consolidating data and providing recommendations
  • Resilient, results-driven, and able to lead through transformation while upholding integrity and empathy

Next Steps: Required Application Form

To be considered for this role, please complete the following form:

Note: Failure to fill out the form may result in your application not being considered for interview. Already submitted this form before? No need to resubmit. We'll review your past responses.


What We Offer

We offer competitive and meaningful benefits because we value our team:

  • Guaranteed up to 15th Month Pay
  • Quarterly Rice Subsidy
  • Medicine Benefit
  • HMO Coverage
  • Life Insurance
  • Convertible Leave Credits

Ready to join us?

Make a difference in everyday healthcare—apply today

Note:

If you've applied with us recently and were not selected, we kindly encourage you to reapply after six (6) months. This allows time for further growth and experience and ensures we give every applicant a fair and refreshed consideration. We truly appreciate your interest and look forward to the possibility of reconnecting in the future

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