Cluster Head - Pune

The Cluster Head role is a pivotal position responsible for overseeing the operational, sales, and administrative functions of multiple branches or centers within a designated geographical cluster. Your primary focus will revolve around leading a team of Center Managers/Unit Heads, driving revenue targets, maintaining service excellence, implementing processes, and spearheading strategic initiatives. Your main duties will encompass various key areas: Operations Management: You will be tasked with supervising the daily operations of all centers within the cluster to ensure adherence to Standard Operating Procedures (SOPs), compliance, and service quality. Resolving operational challenges, ensuring process standardization, and handling escalations will also fall under your purview. Sales & Business Development: Your responsibilities include driving sales and revenue targets across all centers, collaborating with marketing and sales teams to execute local campaigns, and identifying new business opportunities and partnerships to enhance footfall and service offerings. Team Leadership: As a Cluster Head, you will lead, mentor, and develop a team of Center Managers and their support staff. Monitoring staff performance, setting Key Performance Indicators (KPIs), and conducting periodic performance reviews will be essential for fostering a high-performing team. Financial Oversight: You will review and manage budgets, expenses, and profitability of each unit within the cluster. Monitoring collections, discounts, and ensuring financial discipline in alignment with company policies will be crucial aspects of your role. Customer Experience & Quality: Your focus will be on ensuring exceptional levels of customer satisfaction and service quality. Effectively addressing customer complaints and feedback, monitoring Net Promoter Score (NPS), service audits, and implementing corrective measures where necessary will be part of your responsibilities. Compliance & Reporting: You are expected to ensure compliance with all legal, safety, and regulatory requirements. Providing timely Management Information System (MIS) reports, dashboards, and performance updates to senior leadership will be integral to your role. The Cluster Head position is a full-time role with benefits such as cell phone reimbursement and Provident Fund, operating on a day shift schedule.,