Clinical Manager

Responsibilities:

1. Business Performance

Responsible to perform as Customer Service Head and Clinic Manager

Responsible for overall operations and management of clinic.

Responsible for compliance of local laws and regulations for clinics; maintaining

records and registers; attending enquiry or investigation proceedings before

administrative authorities.

Maintaining Consumption, tracking business pipeline, Collection planning for

the month and ensuring that individual and team targets are met to achieve

business goals of clinic.

Focus on Ticket Size, Customer Count & Customer conversion

Category management (Hair Care, Product & Anti-ageing)

2. Systems & Process Orientation

Drive Systems, Process Orientation through SOP Adherence and compliance.

Responsible for Billing, Inventory Control, Cash Management and company

assets

Follow Clinic Agenda adherence, Top 32 Stock Count, Pipeline Register

Responsible for Process Audit Score.

Reverting on mails.

Responsible for Optimum utilization of Company resources including

Digitalization of customers records; keeping records in safe and proper

condition; products, consumables and equipments to be utilized properly for

services.

3. Customer Services

Responsible for providing Quality and Effective services to the customer.

To meet and engage with HNI and other customers and focus on repeat buys

(BTC)

Responsible for Client Feedback on quality of services and customer experience

over email and Tab

Responsible for Complaint Management; acknowledge and resolve complaint;

timely escalating unresolved complaints to Customer Experience Team.

Responsible for Mystery Audit Score

Ensures a high degree of Customer Service and experience for all customers

visiting clinic i.e. living up to the Kaya promise of a world class skin care clinic.

Focus on Customer Retention

4. Team Management

Responsible for overall team management and developing leadership skills.

Control, supervise and manage effective performance and services of clinic

team i.e. KT’s; CCEs; Doctors and clinic team. Drive Clinic Performance and

Productivity through collaborative efforts of all Clinic team members;

People(KT,CCE) Retention

5. Discipline

Driving Discipline at clinic on Attendance, Punctuality, behavior in line with

Kaya’s code of conduct

Responsible to comply with Kaya Code of Conduct and promoting compliance

culture as per kaya values and policies.

Responsible to report misconducts and incidents of violation of Kaya Code of

Conduct (COC)/ SOP at clinic level; report incident immediately within first two

hours of incident, as per set procedure by providing details in First Information

Report so that preventative action can be taken to minimize risks and impact

on business.

6. Others

Additional Responsibilities assigned/ communicated by management on the

basis of nature of Job Role from time to time.