Head - Service Excellence

2 weeks ago

Cochin, Kerala, India Aster DM Healthcare Full time

As a Head-Service Excellence, Aster Medcity Kochi you will provide leadership in patient experience, promoting a culture of service excellence and provide strategic directions toward achieving higher levels of performance and customer satisfaction. Will focus on results and opportunities to drive customer centricity, growth, efficiency and drive continuous improvement culture.

Your Responsibilities:

· Lead and execute strategic service excellence plans and initiatives in collaboration with the executive committee and key stakeholders that effectively convey and support the organization's goal and strategic vision.

· Build and promote a positive culture while ensuring that customer experience is unique and brings the brand to life.

· Provides leadership in design, development and implementation of patient centric experience and suggest models to optimize problem solving to increase the patient experience.

· Mentoring and development of Service Excellence team, to the highest possible standards, ensuring that each employee is fully engaged and delivering service excellence whilst getting the most from their role

· Drives Change and feedback management to promote a culture and mindset of operational excellence and continuous improvement across all the entities of Aster.

· Develops scope and strategies for new lines of business, new program, or service within a line of business that requires support of the Service Excellence.

· Partners with Aster's leadership team to ensure alignment of initiatives and the successful delivery of the service excellence strategy.

· Coaches/mentors stakeholders, team members and employees at all levels to support them through the adoption of lean principles and practices.

· Set objectives & key results area's for Service Excellence and monitor delivery against these to increase customer and partner satisfaction levels and improve and maintain retention levels.

· Monitor and ensure risk and compliance, progression, and follow-up of patient satisfaction initiatives.

· Ensure compliance to a robust Feedback Management System which includes capture from various sources, timely closure, empowerment and appropriate service recovery. Education & Experience:

· Master's Degree in Business, operations, management or other related discipline.

· 15 plus years of experience in Customer Service / Service Excellence experience in a leadership role of more than one team set in a healthcare environment.

· Introduce best practices and tools for managing organizational development and culture.

· Have proven experience in leading successful service excellence teams with a focus on patient/customer satisfaction.

· Can build strong relationships and credibility with partners, patients and internal teams

· Strong communicator and lives by the values of knowing your customers, empathy and always striving for continuous improvement.

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