Clinical Manager

Job Purpose:

Responsible for Overall Clinic operations, Business performance of clinic, Team management, Discipline at clinic, Service standards of the clinic, Client counseling and feedback.

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. KTs; 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 Kayas 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.