Manager, Service Excellence Lead Trainer

You will translate service strategy into practical, engaging learning experiences and serve as the central point of expertise for training across all sites. Every patient interaction is a moment of truth, and as our Lead Trainer for Service Excellence, you will not simply teach service, you will shape the culture that defines how patients experience our care.

Your key responsibilities include, but are not limited to, the following:

Key Responsibility:

• Design, lead, and continuously improve the end-to-end Service Excellence training curriculum for clinical and non-clinical staff, from onboarding to advanced coaching programmes.

• Serve as the master facilitator and lead trainer for all service excellence workshops, classroom sessions, on-the-floor coaching, and train-the-trainer programmes.

• Build and certify a network of Service Excellence Champions and internal trainers across hospitals, equipping them to cascade training and sustain standards locally.

• Develop learning content, playbooks, e-learning modules, and assessment tools aligned to service metrics such as NPS, CES, and CSAT.

• Plan the annual and ad-hoc training calendar based on findings from patient experience surveys, complaints, audits, and feedback channels.

• Measure training effectiveness and ROI, linking learning outcomes to improvements in patient satisfaction and service quality, and refining programmes accordingly.

• Conduct service quality audits and floor observations to identify capability gaps and convert them into targeted coaching interventions.

• Partner with the Head of Service Excellence and operational leaders to embed a culture of empathy, compassion, and professionalism, leading by example in every interaction.

• Support annual Service Weeks and Service Awards programmes as the training and engagement lead.

• Stay current on learning-and-development and patient-experience trends, bringing fresh, evidence-based methods into the training approach.

Other Key Responsibilities involved:

• Evaluate the performance of staff members involved in service excellence and customer service roles, providing feedback, coaching, and recognition for exceptional service delivery. Develop performance improvement plans where necessary and support staff development in service-related skills.

• Contribute to overall Service Excellence business plans with operational deliverables and tactical approaches to achieve the overall strategic objectives.

• Strategize and lead the development of the patient experience roadmap aligned with the division's strategic business priorities.

• Provide support and infuse positivity and inspiration into every element of the service excellence experience.

• Remain informed about the latest trends and developments in the private healthcare industry, particularly in the field of service excellence. Share relevant insights and best practices with the management team to drive innovation and service enhancement.

• Perform other related duties as may be assigned or delegated by the Superior from time to time.

Required Attributes & Skills:

• 5–10 years of experience in service excellence, customer experience, or learning & development, ideally within healthcare, hospitality, or a service-intensive industry.

• Proven experience designing and facilitating training programmes at scale, with strong classroom and on-the-job coaching skills.

• Working knowledge of service metrics (NPS, CES, CSAT) and how to translate data into learning priorities.

• A bachelor's degree or equivalent; an advanced degree or L&D/training certification (e.g., train-the-trainer, instructional design) is strongly preferred.

• Excellent facilitation, presentation, and communication skills, comfortable engaging both frontline teams and senior management.

• Strong command of Microsoft Office and digital learning tools/platforms.

• Familiarity with regulatory and quality standards in private healthcare.

• Willingness to travel between sites as the business requires.

If you're ready to build something lasting through people, we'd love to hear from you.