Clinic Manager
7 months ago
**Sales and Profitability Achievement**
v To achieve overall revenue target assigned to the center as per the business plan
v To achieve revenue per employee goals along with revenue per square feet goals
v To increase the targeted number of new customers enrollments YoY
v To ensure growth in each service & product category
v To analyze the operational costs to deliver the operating margin (OM) target
v To regularly monitor sales and report to Business / Area Head
v To ensure that the achievement is regularly cascaded to the team
v To outline action plan to bridge the gaps
v To implement the plan after requisite approvals from Business / Area head
v To monitor all financial matters relating to the all category in accordance with operational SOPs/Guidelines
v To ensure center revenue is increased by skilling the team to cross sell & upsell
v To ensure resource and capacity utilization is optimized for aligned center
v To ensure accuracy of all relevant financial and operational data that is maintained / reported
v To meet personal sales targets as assigned along with above goals for the center
**Financial Reports**
v To ensure accuracy in maintaining all financial and operational data
v To report on opening and closing of center cash and day book to finance team
v To validate & approve the MIS report prepared by the aligned centre accountant
(Post validation share the MIS report with the management team)
v To validate and action the monthly review reports (including the monthly PMS analysis)
**SERVICE EXCELLENCE**
**Center Management**
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 center
**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
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