We are excited to welcome Susan Wong, our new Service Quality Manager, to our UEMS family. With over three decades of experience in service excellence and corporate training, Susan brings a wealth of knowledge and a deep passion for empowering people to deliver their best. Her journey – from aviation to training, and now to healthcare support services – reflects her commitment to people, professionalism, and purpose.
Tell us about your professional journey - what led you to UEMS?
I began my career with Singapore Airlines, which gave me a solid grounding in customer service excellence. I later moved into corporate training, where I’ve spent more than 30 years developing service-oriented professionals across various industries. What attracted me to UEMS is the opportunity to apply that expertise in a new environment – supporting essential services while fostering a customer-centric mindset. I am passionate about helping individuals exceed expectations, and I am thrilled to contribute to the growth of such a dedicated team.
What excites you most about this role?
The diversity of the team! Each person brings unique strengths and experiences. I am excited to collaborate, learn, and grow alongside them. I believe this diversity will enrich our approach to service quality and help us build stronger, more responsive teams.
How do you plan to approach improving service quality?
My focus is on creating a mindset shift – helping every team member feel valued and understood. When people feel appreciated, they are more motivated to perform at their best. By building a culture of recognition and mutual respect, we can elevate the overall service experience for our clients.
What is the key to maintaining high service standards across teams?
It is about living the values behind service excellence – not just training for it. I believe in the GEMS (Going the Extra Mile in Service) mindset. When this becomes part of how we think and act daily – with patients, visitors, and colleagues – we create a culture where service quality becomes second nature.
Which skills from your previous roles will support you in this position?
Working with thousands of training participants over the years has taught me how to empathise with different learning styles and challenges. I have learned to adapt, connect meaningfully, and create learning experiences that really stick. These skills will help me support the team in a way that’s both impactful and personalised.
What is your management style?
I am a collaborative leader. I believe in creating space for team members to be heard, contribute ideas, and grow. I like to work alongside my team, not above them. My role is to guide, support, and help remove obstacles so that we succeed together.
What are your top goals for the first six months?
One of my main goals is to nurture a self-directed mindset – where individuals take ownership of their development and are always seeking ways to improve. I also want to help the team see change not as a disruption, but as an opportunity for growth. Building both confidence and competence will be key.
Tell us something we might not know about you.
I am a fan of Cantonese opera! It connects me with tradition and culture in a way that is both nostalgic and meaningful.
Describe yourself in three words.
I would say I am independent, positive, and always carry a can-do attitude. I believe most challenges are just opportunities in disguise.
If you could be a famous person for a day, who would it be and why?
I would choose Audrey Hepburn. Her timeless style, quiet strength, and humanitarian legacy are incredibly inspiring. She carried herself with grace and authenticity – something I truly admire.
Do you have any message for the UEMS team?
As I step into this role, I am genuinely excited to be on this journey with all of you. I look forward to learning, collaborating, and making a difference together. Let us achieve great things and enjoy the process while we are at it!
