Assistant General Manager - Service Excellence

Job Description :

- Work in line with customer-facing employees to ensure high quality customer interface, digitize customer interactions & work on ensuring customer delight in every customer work flow.

- Identify & reduce drivers of dissatisfaction from Customers & find enhancers to ensure customer delight.

- Train all customer-facing employees and empower to convert daily customer interaction.

Experience:

- Guide & train IP team to meet and greet customer to benchmark the quality of service as per hospital standard.

- Designing learning courses and conducting workshops for customer facing employees. Look into areas of infrastructure & food as customer delight opportunities and revolutionize the same. Streamline by creating a robust feedback mechanism that has all the listening and learning ports available to capture Customer feedback from all touch points.

- Customize framework that captures feedback and converts them into qualitative & quantitative data that best to use for developing and improving services to drive Customer Experience.

- Chart out training needs & mapping customer and employee engagement to raise the bar on Customer Experience.

- Provide insights to transform structure, process, people and culture.