Job roles & Responsibilities:
As the Concierge Assistant Manager at First Advantage, you will drive the
overall vision and provide transformational leadership for our Clinical Concierge team, who is unique in playing a hybrid role of both fulfillment and customer support. You will manage the operational activities of our U.S. organization, ensuring day-today operations and processes run smoothly, efficiently, and consistently. This pivotal leadership role involves ensuring accountability, process adherence, KPI management, and cross-functional coordination. You will also oversee the team's customer support efforts, ensuring a customer-centric approach that prioritizes the needs and satisfaction of our customers. You will be solid in collaboration, working closely with various departments to achieve operational excellence. This high-impact position is designed to support sustainable growth and operational excellence, ultimately benefiting our customers.

This Is What You’ll Do:




o Drive overall Clinical Concierge strategy and establish & monitor Clinical Concierge KPIs to assess the team’s performance
o Monitor ongoing or escalated issues impacting operations and customer program performance, and coordinate resolutions to ensure optimal performance and customer satisfaction
o Collaborate with customer-facing groups to problem-solve and implement customers' unique operational and/or technical requirements to optimize the customer experience and enhance effectiveness
o Support in driving productivity & quality, and lead process improvement initiatives
o Measure the effectiveness of Clinical Concierge by defining operational metrics, tracking systems, and reporting to the Healthcare Leadership team
o Review trends for order volume, phone volume, staffing levels, and customer satisfaction to determine where process improvements may be made o Review quality performance measurements, provide input for coaching performance/action plans as applicable plus staff development a

📌 Assistant Manager- Concierge (Mumbai)
🏢 First Advantage
📍 Mumbai