Assistant Centre Head
1 week ago
**Center Management - FEMALE ONLY**
v To ensure day to day operations of center are planned well in advance
v To manage the daily roster of the team keeping the customer appointments in mind
v To ensure that the rotation book is maintained keeping the staff rotation policy in mind
v To ensure that the annual leave planning for the team is done in the beginning of the year
v To ensure the daily center head check list is followed
v To ensure that the center reception delivers a great customer experience
v To ensure that the responsibilities of the CCE team w.r.t. Appointment Planning is delivered par excellence
v To ensure that the ambience of the center followed VLCC Center Ambience policy
v To ensure that the team follows the VLCC Grooming policy
v To ensure that the external housekeeping team follows the VLCC protocols
v To ensure that the team always is calm, polite and uses credibility words during client interaction and escalations.
**Service Delivery**
v To ensure customers achieve committed results via the highest standards of excellence
v To ensure follow-up with all clients, with special focus on irregular clients
v To connect personally with all clients, especially those with slow progress in any services/treatments
v To seek technical guidance for all unsuccessful & regular clients as from dept heads / area category head
v To seek guidance from dept heads prior to booking prospects with complicated medical conditions
v To ensure resolution to all client complaints by proactively studying the potential causes of complaints in fair compliance of SOP not more than 2 days and where support team is involved not more than 7 days
v To counsel regular clients who could not complete the package by encouraging them to do the needful within validity period
v To seek guidance from Business / Area head for transfers / conversions of clients’ program
v To ensure that the credit note is raised prior 2 working days prior to client approaching the concerned cente
**Inventory and Stock Management**
v To ensure sufficient inventory is available at the center to avoid being out of stock
v To study stock ordering vs sales of services, consumption levels etc.
v To seek assistance for delays in stock delivery such as linen, documents, appliances etc.
v To ensure security and safety of the inventory maintained in the center
v To ensure highest standard of equipment and appliances is maintained
v To ensure availability of stock as per the center requirements
v For products where expiry is due in 6 months, details must be escalated to procurement team
**Event Management**
v To conduct indoor & outdoor events to increase new customers footfall to the centre
v To partner with local communities / corporates to conduct VLCC events
v To ensure that the events are well planned & promoted in advance with the customers
v To ensure each event has a returns on investment per VLCC manadate
**Center Health Check**
v To ensure that the center meets the expectations of the customers and lives up to its predefined brand image
v To ensure the merchandise should be according to the season as well as the latest trends
v The center is well lit, ventilated and offers a positive ambience to the customers
v To ensure furniture, shelves and racks etc are properly stocked, and products do not fall off the shelves
v The signage displaying the name and logo is installed at the right place and viewable to all
v To ensure that highest hygiene standards are maintained in the center
**Compliances**
v To cascade the VLCC policies & procedures with the team
v To ensure 100% compliance for mandatory country specific legal requirements like visas, trade licenses, etc.
v To ensure that HR is notified on renewals at least 60 days prior to expiry / renewal
v To close loop with the HR & finance team to take the above mandate to closure
**Other Administrative Tasks**
v Coordinate with cross functional team at the corporate to fulfil center administrative requirements
v Ensure the highest standards of staff grooming and personal hygiene is maintained
**Job Types**: Full-time, Permanent
**Experience**:
- Wellness: 3 years (required)
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