Strategic Operations Associate

  • Care Operations & Quality
  • Kuala Lumpur, Malaysia

Strategic Operations Associate

Job description

Homage is redefining in-home caregiving for our parents, grandparents, friends and loved ones. At the heart of Homage are the families and caregivers we work with and the technology we build transforms their lives and care delivery experience. Here, everyone works on exciting, meaningful projects. We move fast, have fun and help each other out.


We’re looking for people who are talented, thoughtful, responsible and passionate individuals who share our values and passion for what we do. Your work will directly impact the lives of people receiving care, people delivering care, and the families that are normally left in the dark about the entire caring process. We have officially launched in Kuala Lumpur and Selangor in February 2019 and we're looking for strong team players. We’re proudly backed by a group of top regional investors, including Golden Gate Ventures, 500 Startups and SeedPlus.  

ABOUT HOMAGE:
Homage is a complete home care solution that combines the curation and training of care professionals with smart technology to provide on-demand home caregiving to seniors, allowing them to age at home with comfort, dignity, control and grace. Using a web and mobile technology platform, Homage efficiently matches care recipients with qualified care professionals and schedules caregiving on an on-demand basis to provide recipients with home nursing care and assistance with daily activities. Homage works with both private clients and public organizations alike to provide high quality caregiving to seniors.
 
ROLE DESCRIPTION


As a Strategic Operations Associate, you will oversee and manage care delivery provided by Homage Care Professionals as well as manage business intelligence and reporting for Homage’s business in Malaysia. You will have end-to-end oversight on the entire funnel ranging from acquisition to retention of both our Customers and Care Professionals. The ideal candidate needs to grasp the ‘big picture’ and have an eye for improving processes, streamlining workflows and a passion for customer excellence.


You will work closely with Homage’s wider Care Operations team, including Care Specialists, Care Advisors, Customer Success as well as Supply Operations to ensure high quality care delivery and growth. This role is also a unique opportunity to work at the intersection of analytics and growth operations, using data to generate actionable insights and implement growth initiatives which tangibly impact our Customers and Care Professionals. We are a fast-growing health technology start-up and we want to continue to ensure that care services we provide to our seniors and their families are of the highest standards, giving families security and peace of mind knowing they can trust Homage to safely take care of their loved ones. If you want to work for one of the region’s most exciting startups and make an impact on the lives of our customers, we would love to hear from you! 


Requirements

RESPONSIBILITIES

  • Oversee and manage end-to-end care delivery, including qualifying Care Professional assignments, care reporting and care quality
  • Communicate, triage and provide the right resolution to care session incidents and any Client or Care Professionals’ needs, feedback, concerns and escalations
  • Conduct periodic internal performance tracking through compilation of KPIs from multiple internal data sources and platforms
  • Analyse large data sets to understand trends and identify actionable opportunities to optimise operations from acquisition to retention
  • Report to Homage Operations Lead but also working closely with Country Manager of Malaysia and to help improve and innovate on care operational processes, workflows and protocols
  • Work closely with Care Advisory, Customer Success and Supply Operations team in conducting post-mortem analysis and improve processes
  • Assist with Clients and Care Professionals’ on-boarding on platform

SKILLS & EXPERIENCE

  • 1 - 3 years’ experience in operations in a direct-to-consumer business with an interest in quantitative analysis
  • Strong knowledge and confidence with MS Excel; experience in data analytics (e.g. software tools like Tableau or programming languages like SQL) is a plus
  • Bachelor’s Degree in Business, Economics, Finance, Healthcare or other related field or related experience
  • Ability to multi-task with experience in excelling in a fast-paced, high growth and rapidly changing healthcare, hospitality or technology environment preferred
  • Is impact and customer-centric, constantly strives to have our Care Recipient and Care Professionals’ interests at heart
  • Demonstrated excellence in problem solving with strong time management skills and is a highly organized and detail-oriented self starter
  • Tech savviness and experience using web and mobile applications, email, excel, word documents and chat communication tools
  • Good written and verbal communication skills; can communicate clearly and effectively


In other words,  

  • You are a problem solver and enjoy continuously improving on the way things work
  • You’re craving to make a huge impact in a startup environment and have a “fire in your belly” 
  • You enjoy making day-to-day operations efficient and love finding better ways to improve productivity and “keep the lights on”
  • You’re an enthusiastic team player who often takes initiative and knows collaborating achieves a better work outcome