DHC :

- Responsible for overall Footfall target achievement as per monthly plan.

- Responsible for overall performance of Chat, platinum process & patient care departments

- Defining JD, KPIs, KRAs & monthly targets for every DHC member & reviewing them on a weekly basis to track performance.

- Manage the day-to-day performance of the DHC Operations to deliver a best-in-class service & exceeding all KPIs and within budget.

- Responsible for the end-to-end DHC processes and their associated customer experience, supporting cross-company initiatives to drive improvements, improve efficiency and reduce complaints.

- Manage all escalated cases or disgruntled/complaint cases.

- Responsible for the recruitment, training, induction, and coaching of DHC team.

- Work closely with HR, L&D and category management and taking responsibility for the ongoing development at all levels of DHC.

- Lead an effective resource planning team, ensuring that resource is fully utilized, and any demand is effectively covered.

- Applying best practise, develop continuous improvement plans and make recommendations based upon the employee and customer insight.

- Responsible for having a monthly meeting with all the ZCHs of the various zones to take a proper feedback to make DHC better

- Creating and Presenting various weekly and monthly matrices at various forums.

BTL:
 
- Responsible for over Target achievement in terms of Footfall, Corporate partnerships, DHP sales, DHP bulk sales & other engagement activities along with special focus on specific clinics in each city as per business plan.

- Responsible for preparing a yearly calendar, monthly calendar for every city and for every zone with the help of the ZCH & BTL teams on the ground along with the VP-South.

- Responsible for the implementation of the above plan on a day-to-day basis and ensure that they are inline with the organization standards

- Responsible for preparing budget for the month & ordering marketing material for each of the city basis the plan

- Responsible for defining JD, KPI, KRAs & monthly targets for each of the BTL teams in various cities & reviewing them on a weekly basis to track performance

- Plan & Manage periodical on ground activation, special promotions, special events, special marketing activities in respective cities

- Monitoring market activities (rivals)

- Responsible for Marketing & on-ground activation for new clinic launch

- Also Responsible for Clinic repair of signage boards & other visibility assets of the clinics

- Responsible for Opening Hospital clinics

- Responsible for empanelment with Public sectors & Private Sector companies

- Responsible for generating the required reports & presenting it to VP- South & in S&OP meetings. Also creating budget sheet, expense sheet, plan sheet, inventory tracking sheet & cash deposit sheets.

- Creating and Presenting various weekly and monthly matrices at various forums.