Service Excellence Senior Manager

Job Description

<strong>ROLE PURPOSE </strong><p><br></p>Support the Health Planning team in developing and implementing a fully integrated health and wellbeing system for NEOM pioneers and future residents and visitors aligned with NEOM’s vision.<p><br></p>The professional is responsible for overseeing and improving the overall customer experience and satisfaction within an organization.<p><br></p>The manager has an active role in developing and implementing customer service strategies, creating and monitoring service standards, and providing guidance to employees in delivering exceptional service within NEOM community.<p><br></p>The manager have a role in leading the process of strategic planning to hit service targets and ensure performance analysis, quality initiatives, and customer satisfaction.<p><br></p>The individual works very closely with the rest of the sector and formulates requirements and expectations on assets, equipment, and technical solutions. The individual will actively liaise with other relevant sectors during the development stage of masterplans and asset design projects.<p><br></p><strong>Key Accountabilities &amp; Activities</strong><p><br></p><strong>Strategy, Planning and Coordination </strong><p><br></p><ul><li> Support in the development and delivery of the division strategy through hypothesis development, scenario testing, feasibility studies and related tasks</li><li> Developing and implementing service quality standards and procedures to meet customer expectations.</li><li> Contribute to preparation of reports and presentations in the annual planning and budgeting cycle</li><li> Develop and implement ambitious service excellence strategies aligning with the organization’s strategic directives</li><li> As part of the team</li><li> analyse and forecast health and wellbeing demands and translate into high level requirements on assets, equipment, and digital infrastructure.</li><li> Reassess and adjust targets and implementation plans accordingly to new and/or changed master plans</li></ul><p><br></p><strong>Project delivery and Risk Management</strong><p><br></p><ul><li> Support in development of structures and processes for monitoring of projects and activities</li><li> Independently lead and deliver assigned activities and projects</li><li> Manage and oversee project execution, risk mitigation strategies, and continuous service improvement programs to achieve strategic objectives.</li><li> Ensure effective risk identification, assessment, and mitigation strategies are in place for service delivery.</li><li> Provide periodic reports regarding project progress, challenges, risks, and mitigation plans</li><li> Actively take part of and contribute to workshops and activities related to asset, equipment and digital infrastructure development</li></ul><p><br></p><strong>Personalized Medicine</strong><p><br></p><ul><li> Contribute to the integration of personalized medicine into services, ensuring our offerings meet the dynamic and specific health and wellness needs of the individual customers.</li></ul><p><br></p><strong>Administration and Contract Management </strong><p><br></p><ul><li> Contribute to development of scope of work documents</li><li> Support in internal and external communications activities</li></ul><p><br></p><strong>Relationship and Stakeholder Management</strong><p><br></p><ul><li> Actively participate in sector and cross sector meetings and initiate meeting structures for effective interaction with stakeholders related to assignments</li><li> Manage stakeholders’ feedback on issues, challenges and unmet requirements and develop action plans</li><li> Act as a role model for the sector in interaction with other sectors and departments</li></ul><p><br></p><strong>People Management</strong><p><br></p><ul><li> Lead by example, supervise and coach team members and colleagues to perform at their best</li><li> Promote a high-performance working environment embracing NEOM’s values</li></ul><p><br></p><strong>Key Stakeholders</strong><p><br></p>Internal and External<p><br></p><ul><li> All Health Wellbeing &amp; Biotech divisions</li><li> Other Sectors and Departments e.g., Sport, Education, Food, Environment, Operations, Projects, Technology &amp; Digital, etc.</li><li> Healthcare Regulatory Authorities (worldwide)</li><li> Health services providers</li><li> External consultants</li></ul><p><br></p><strong>Qualifications / Requirements</strong><p><br></p><strong>Knowledge and Experience</strong><p><br></p><ul><li> Min 15 years of experience in healthcare service excellence roles, with a focus on the health and wellness domain.</li><li> Min 10 years of experience in healthcare</li><li> Min 10 years of experience in project management, risk management, and strategic planning in a service-driven organization.</li><li> Strong leadership, communication, and interpersonal skills.</li><li> Commitment to the highest standards of ethics and integrity.</li><li> Professional certificate in quality management, such as Six Sigma or TQM, would be a plus</li></ul><p><br></p><strong>Education and Certifications</strong><p><br></p><ul><li> Bachelor’s degree in healthcare administration, business, or a related field is required</li><li> Master’s degree in quality or health related topics is beneficial</li><li> Diploma or Certificate in Project Management is beneficial</li></ul>