Center Manager FEMALE

Full-time

Center Management

v To ensure day to day operations of center are planned well in advance

v To manage the daily roster of the team keeping the customer appointments in mind

v To ensure that the rotation book is maintained keeping the staff rotation policy in mind

v To ensure that the annual leave planning for the team is done in the beginning of the year

v To ensure the daily center head check list is followed

v To ensure that the center reception delivers a great customer experience

v To ensure that the responsibilities of the CCE team w.r.t. Appointment Planning is delivered par excellence

v To ensure that the ambience of the center followed VLCC Center Ambience policy

v To ensure that the team follows the VLCC Grooming policy

v To ensure that the external housekeeping team follows the VLCC protocols

v To ensure that the team always is calm, polite and uses credibility words during client interaction and escalations.

Service Delivery

v To ensure customers achieve committed results via the highest standards of excellence

v To ensure follow-up with all clients, with special focus on irregular clients

v To connect personally with all clients, especially those with slow progress in any services/treatments

v To seek technical guidance for all unsuccessful & regular clients as from dept heads / area category head

v To seek guidance from dept heads prior to booking prospects with complicated medical conditions

v To ensure resolution to all client complaints by proactively studying the potential causes of complaints in fair compliance of SOP not more than 2 days and where support team is involved not more than 7 days

v To counsel regular clients who could not complete the package by encouraging them to do the needful within validity period

v To seek guidance from Business / Area head for transfers / conversions of clients' program

v To ensure that the credit note is raised prior 2 working days prior to client approaching the concerned center

Inventory and Stock Management

v To ensure sufficient inventory is available at the center to avoid being out of stock

v To study stock ordering vs sales of services, consumption levels etc.

v To seek assistance for delays in stock delivery such as linen, documents, appliances etc.

v To ensure security and safety of the inventory maintained in the center

v To ensure highest standard of equipment and appliances is maintained

v To ensure availability of stock as per the center requirements

v For products where expiry is due in 6 months, details must be escalated to procurement team

Event Management

v To conduct indoor & outdoor events to increase new customers footfall to the centre.

v To partner with local communities / corporates to conduct VLCC events.

v To ensure that the events are well planned & promoted in advance with the customers.

v To ensure each event has a return on investment per VLCC mandate.

Center Health Check

v To ensure that the center meets the expectations of the customers and lives up to its predefined brand image

v To ensure the merchandise should be according to the season as well as the latest trends

v The center is well lit, ventilated and offers a positive ambience to the customers

v To ensure furniture, shelves and racks etc are properly stocked, and products do not fall off the shelves

v The signage displaying the name and logo is installed at the right place and viewable to all

v To ensure that highest hygiene standards are maintained in the center

Compliances

v To cascade the VLCC policies & procedures with the team

v To ensure 100% compliance for mandatory country specific legal requirements like visas, trade licenses, etc.

v To ensure that HR is notified on renewals at least 60 days prior to expiry / renewal

v To close loop with the HR & finance team to take the above mandate to closure

Other Administrative Tasks

v Coordinate with cross functional team at the corporate to fulfil center administrative requirements

v Ensure the highest standards of staff grooming and personal hygiene is maintained

v Centre Head is completely responsible to onboard & develop a great team

Recruitment, Selection and Induction

v To analyze staffing requirements per current & future manpower requirements

v To initiate request for recruitment per the mandatory manpower requisition form (MPR) with the HR team

v To ensure that the candidate are selected basis VLCC Hiring Protocol for the select role

v To ensure that the new team member is trained & inducted basis the mandate for the respective role

v To share the job description and KRA with all team members at the time of joining

Performance Management

Centre Head is 100% responsible for the Performance Management for the entire team

v To ensure all team members understand their goals (weekly / monthly / quarterly / yearly)

v To lead the productivity analysis for each role

v To evaluate the performance of each team member

v To conduct Performance Evaluation discussion via a 1 x 1 with each team member

v To ensure that basis this discussion a clear action plan is outlined and documented for each team member

v To effectively implement suitable training programs for the team (first time / refresher)

v To continuously identify and recognize individual contribution and reward merit potential

v To conduct 3rd, 5th and 6th month performance reviews for new Joinees

Training & Development

v To ensure Learning focus for self and for the team:

v To ensure 4 hours are invested in trainings on a monthly basis to enhance technical / other work-related skills

v To identify learning needs and inform the supervisor to coordinate with training manager.

v To focus on enhancement of knowledge, improvement of attitude and learning of new skills

v To ensure complete records are maintained w.r.t. attendance etc. for each team member

v To ensure a need based learning plan is outlined and implemented for each team member

v To ensure trainings are conducted in collaboration with HR for each team member

v To ensure training effectiveness is measured & post training feedback is shared with the aligned trainer

v To contribute to the creation and delivery of the center succession plan

Job Type: Full-time

Ability to commute/relocate:

• Doha: Reliably commute or planning to relocate before starting work (Required)