Manager Service Excellence - Delhi - Apollo
- Apollo Hospital
- 8 - 10 years
- Delhi, NCR
- 4 years ago
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Job Description
JOB PURPOSE
Customer service professional to deliver and implement various projects and initiatives for Apollo Hospitals. Enhancing customer experience through process improvement initiatives across hospital/ clinics/ units which differentiates Apollo Hospitals as a Customer Centric Brand. This role will be expected to ensure flawless service delivery at all customer touch points.
Roles and Responsibilities
- Custodian of NPS. Coordinating with all cross functional stakeholders on action items
- Handling Voice of Customer- Patient feedback tool for the hospitals and clinics across the group
- Analyze and monitor customer complaints, conduct root cause analysis and ensure that processes are streamlined for enhance customer experience
- Working with other stakeholders including hospital operations team, marketing, IT, Medical admin and Quality team to enhance the service standards for customers
- Create a comprehensive Dashboards/ MIS (daily, weekly& monthly) for Senior Management
- Interpret customer experience/ VOC trends and drive improvement actions along with the respective stakeholders to improve customer experience
- Ensuring that clear and effective methods of communication are in place between the staff of Operations and Medical administration/ other related service providers. Identifying and addressing deviations and its causes
- Undertake projects and benchmarking study on improving customer experience across the hospitals/ clinics/ unit touch points as per management needs and industry trends
- Conduct Service Excellence and process audits and implement process corrections
- Handhold units to improve performance and enhance Patient Experience
- Conduct process and standard trainings across units/ hospitals and clinics
- Any other task assigned by reporting manager
Desired Candidate Profile
- Customer VOC & Feedback system
- Project implementation, managements and success
- Process Improvements
- Timey reporting of MIS/Dashboard
- Trainings
Perks and Benefits
As per industry Standard
Contact Details
Interested candidate can reach Ms Amulya - +917339654888 , Email id - am*****a@ap************s.com
Job Classification
Industry: Medical Services / HospitalFunctional Area: Customer Success, Service & Operations, Role Category: OperationsRole: OperationsEmployement Type: Full timeEducation
Under Graduation: Any GraduatePost Graduation: MBA/PGDM in Hospitality ManagementDoctorate: Any DoctorateContact Details:
Company: pollo Hospitals Enterprises LimitedAddress: NO 21,,,GREAMS LANE OFF GREAMS ROAD,CHENNAI, Chennai, Tamilnadu, IndiaLocation(s): Delhi, NCR
Keyskills: hospital operations service excellence service delivery customer service
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