Role Overview

We are looking for a Manager Customer Excellence to lead the operations of multiple Occupational Health Centres (OHCs) and drive service excellence across client accounts. The role requires a strategic and hands-on leader with strong operational expertise, client relationship management, team leadership, and the ability to drive continuous process improvements while ensuring high-quality healthcare service delivery.

Key Responsibilities

- Lead and oversee end-to-end operations of multiple Occupational Health Centres across various client locations.
- Manage and mentor Assistant Managers, Doctors, Nurses, Administrators, and other cross-functional teams to ensure operational excellence.
- Build and maintain strong relationships with clients, serving as the primary escalation point for operational matters.
- Drive client satisfaction by consistently achieving contractual KPIs, SLAs, and quality standards.
- Develop operational strategies to improve efficiency, productivity, and service quality across locations.
- Monitor centre performance through dashboards, MIS reports, audits, and regular performance reviews.
- Collaborate with HR and Talent Acquisition on workforce planning, recruitment, onboarding, and employee development.
- Ensure adherence to company policies, healthcare regulations, compliance requirements, and client-specific protocols.
- Lead performance management, coaching, succession planning, and employee engagement initiatives.
- Identify operational risks and implement corrective and preventive actions.




- Manage resource planning, budgeting, scheduling, and cost optimization across assigned centres.
- Drive continuous improvement initiatives through process standardization and automation.
- Conduct regular governance meetings with internal stakeholders and clients, presenting operational performance and improvement plans.

Requirements

- Master's degree in Business Administration, Healthcare Management, Hospital Administration, or a related field (or equivalent experience).
- 58 years of experience in operations, customer success, healthcare operations, or client-facing roles, with at least 23 years of team management experience.
- Proven experience managing multiple teams, client accounts, or operational units.
- Robust leadership, people management, and decision-making skills.
- Excellent communication, presentation, and stakeholder management abilities.
- Strong analytical skills with experience in KPI tracking, MIS reporting, and operational planning.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience in Occupational Health Centres (OHC), healthcare services, or hospital operations is preferred.

Preferred Skills

- Strong problem-solving and conflict-resolution abilities.
- Experience managing enterprise clients and handling escalations.
- Proficiency in MS Excel, PowerPoint, and reporting tools.
- Knowledge of healthcare compliance and operational best practices.
- Willingness to travel across client locations as required.

📌 Manager - Customer Excellence (Hyderabad)
🏢 GigaCare
📍 Hyderabad