Clinic Manager

**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