Cluster Manager

Role & responsibilities

• To ensure maximization of revenue and profitability from the centers in a customer centric manner, by monitoring improvement of footfall, consultant coverage, TAT, manpower and other resource utilization
• To review and monitor implementation of quality protocols, standard operating processes and customer interface norms by respective teams and creation of flexible, high-performance work-culture across centres

3. Key Result Areas:

a. Financial

• Drives revenue and profitability maximization with respect to Centre operations across the cluster.

Revenue:

• To meet monthly revenue targets for allocated centers by promoting packages, improve OPD bookings, increasing center visibility & footfall thru camps/events/etc.
• To support the franchisee collection centers tagged to allocated centers for increase in revenue through non path tests of franchisee patients.
• To work cross-functionally with sales team for improving footfall through patient & doctor outreach programs.

Cost Optimisation:

• Optimising Manpower costs (including Reporting Doctors) by cross training and optimising processes.
• Controlling admin costs like Electricity, Housekeeping, Security, Maintenance etc
• Inventory management at the centres.

Process

• Reviews & implements SOPs and protocols including compliance of standard TAT and quality protocols with respect to Centre Operations across the cluster.
• Ensures implementation of relevant safety, health, environment norms as well as compliance of relevant statutory obligations across centers in the cluster. Maintain NABH certifications at the centres.
• Monitors maintenance and hygiene standards across centres in the cluster through preventive and predictive maintenance and housekeeping activities as per predetermines schedules
• To always ensure availability of biomedical equipment thru timely preventive services and reduce equipment downtime.

Customer

• Fastest TAT for service delivery and reports. Maintain Appointments strictly.
• Availability & full coverage of Reporting doctors and OPD consultants.
• To enhance customer handling at allocated centers by training/motivating center team on SOPs, soft-skills and digital handles & tools.
• To maintain cleanliness, orderliness and hygiene at the Centres.
• To keep the center infrastructure fully operational & avoid discomfort to patient.
• Participates in camps through collaboration with sales team to increase footfall
• To be aware of patient & referring doctor experience through regular feedback and work to improve it and create Top of Mind Awareness (TOMA)

People

• Partner talent acquisition through inputs and facilitation of employee referrals
• Tracks manpower deployment and utilization across centres.
• Audits and monitors implementation of strict norms of attendance, punctuality and general discipline of the Center teams in the cluster.
• Drives performance management and tracks productivity of teams under jurisdiction
• Facilitates capability building of team under jurisdiction through training need identification, learning and development initiatives and tracks skill enhancement towards succession planning
• Facilitates intra department and inter-department collaboration within and across centres
• Conducts awareness sessions to orient own and service providers teams with the ethos of the Company, discipline norms and customer expectations
• Keeps self updated on latest trends with respect to own domain and industry norms
• Performs all such duties which are required for this role as per the changing requirements of the business and strategic objectives of the Organisation.
• Creates motivated team through period R & R and drives employee engagement at centers.

• Graduate/MBA in any field
• 10-12 years of experience in managing multi-store/multi-clinic operations
• Good business acumen
• Excellent communication skills
• Customer centricity