Role Overview:

We are looking for a agile and experienced Senior Manager Customer Excellence to lead the operational excellence and client service delivery for multiple Occupational Health Centres (OHCs) across assigned regions. This role is responsible for driving operational efficiency, ensuring exceptional client satisfaction, managing cross-functional healthcare teams, and supporting strategic business initiatives.

The ideal candidate will possess strong leadership capabilities, stakeholder management skills, and a proven track record of managing large-scale healthcare or service operations.

Key Responsibilities:
- Lead end-to-end operations of multiple Occupational Health Centres (OHCs), ensuring seamless service delivery and operational excellence.
- Build and maintain strong relationships with key client stakeholders, ensuring high customer satisfaction and long-term partnerships.
- Manage and mentor regional operations teams, including Doctors, Nurses, Customer Excellence Managers, and support staff.
- Drive adherence to service level agreements (SLAs), operational KPIs,



quality standards, and regulatory compliance.
- Monitor centre performance through dashboards, MIS reports, audits, and operational reviews, implementing corrective actions where required.
- Identify operational gaps and implement process improvements to enhance efficiency, productivity, and customer experience.
- Collaborate with cross-functional teams including HR, Recruitment, Finance, Clinical Operations, Payroll, and Procurement to ensure smooth business operations.
- Lead workforce planning, onboarding, training, and performance management for operational teams.
- Oversee staffing, attendance, roster management, escalation handling, and issue resolution across client locations.
- Ensure compliance with company policies, statutory regulations, occupational health standards, and client-specific requirements.
- Drive employee engagement, retention initiatives, and a high-performance

📌 Senior Manager (Pune)
🏢 GigaCare
📍 Pune