The Sr. Manager/AGM Customer Service Excellence will be responsible for driving exceptional and consistent patient experience across all centres and touchpoints. The role will focus on service standardization, operational excellence, grievance management, audits, and continuous improvement, ensuring that every patient interaction reflects the organizations commitment to trust, empathy, and quality care.

This role will work closely with Operations, Clinical, CRM, Digital, and IT teams to embed customer-centricity into daily execution and digital journeys.

Key Responsibilities:

1. Patient Experience & Service Excellence:

- Lead, design, and standardize end-to-end patient experience journeys across centres, including OPD, counselling, and post-consultation touchpoints

- Ensure service consistency and quality adherence across all centres

- Identify experience gaps and implement structured improvement initiatives

2. Service Quality Metrics & Governance:

Own and drive key Service Quality Metrics, including:

- Net Promoter Score (NPS)

- Grievance volumes, TAT, and closure quality

- Track trends, root causes, and corrective actions to improve patient satisfaction and loyalty

3. SOPs, Protocols & Capability Building:

- Develop and continuously refine SOPs, service protocols, and customer handling guidelines

- Partner with Training and Operations teams to design and roll out service training programs for front-end and patient-facing teams

- Ensure SOP adherence through audits, calibrations, and coaching

4. Internal Audits & Compliance:

Conduct structured internal service audits across centres covering:

- Service delivery quality

- Process adherence

- Compliance and documentation checks

- Escalate critical audit findings to relevant stakeholders with clear action plans

- Monitor closure of audit observations and effectiveness of corrective actions

5. Escalation & Grievance Management:

- Act as a senior escalation point for complex or sensitive patient concerns

- Ensure timely, empathetic, and fair resolution of grievances

- Drive systemic fixes to prevent repeat complaints

6. Cross-Functional Collaboration:

- Partner with Operations, Clinical, CRM, Digital, and IT teams to enhance patient experience across physical and digital touchpoints

- Provide CX inputs for process changes, technology enhancements, and new initiatives

7. Digital Patient Journey Oversight:

- Monitor and review the patient journey flow on the mobile application

- Work closely with IT and Digital teams to identify experience gaps and drive enhancements in usability, communication, and service flows

8. Reporting & Leadership Communication:

- Track and manage performance dashboards related to service quality and patient experience

- Present insights, trends, risks, and improvement plans to senior leadership on a regular basis

Key Skills & Competencies:

- Strong leadership, influencing, and stakeholder management skills

- Deep expertise in patient experience, service design, and quality improvement

- Data-driven mindset with strong analytical, reporting, and problem-solving capabilities

- Excellent communication, conflict resolution, and escalation-handling skills

- High empathy and ability to manage sensitive patient situations

Qualifications & Experience:

- MBA / Masters in Healthcare Management or equivalent

- 10+ years of experience in customer service, patient experience, quality, or healthcare operations

- Prior experience in healthcare / fertility strongly preferred

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