Head Service Delivery

Job description

**Role Title**- Head Service Delivery **Role Summary-** Drive operational excellence in service delivery for the region by implementing service delivery processes and standards across customer touchpoints to provide defined levels of quality, TAT, customer experience in a cost-effective manner. Drive revenue growth in retail centres and home visit through strategisation and execution of growth programs. **Working with**- Regional Head Service delivery What the role entails Key accountabilities/ responsibilities Strategy Formulation and Planning - In conjunction with the Regional Head Service Delivery, cascade and lead the implementation of the annual region service delivery & revenue performance strategy - Ensure the annual regional service delivery plan and Revenue AOP are translated into quarterly and monthly KPIs across logistics, patient service centers, home collections and customer experience teams within defined budgetary limits Service and Quality delivery & Revenue growth - Drive operational SLAs in service fulfillment (cost and TAT) and monitor operational efficiency, quality parameters and initiatives for continuous improvement while achieving revenue targets of the region. - Provide guidance to sub-function heads in day to day management. Coordinate, monitor and review performance of in-house teams in periodic meetings to ensure achievement of defined SLAs, quality standards and revenue targets - Monitor effective resolution of all customer queries and complaints as well creation of a holistic customer experience strategy (incl. Customer experience audits) - Work closely with BU Head and develop proposals for network expansion of patient service centers, , technology adoption, service excellence etc. - Improve participation of customer success team in camps, upselling & other channel growth programs to achieve the targets - Ensure close co-ordination with the Lab Operation heads for achieving overall TAT of customer reports generation and delivery as well as achieve resolution of customer queries - Ensure timely pickup and delivery of all samples and materials between centres, partners, clients and the hub through the logistics team. - Effective utilisation and distribution of consumable materials within the approved budget Process compliance and Process improvement - Ensure compliance of regional service delivery teams to operational policy and processes and provide all relevant policies/process documentation forwarded by corporate teams. - Support the internal quality assurance team in assessing process compliance during sample collection and logistics movement and ensure implementation of corrective actions - Enhance regional resource utilization to enhance cost efficiency and service fulfillment.Ensure collection of outstanding dues from partners and clients as per the targets given Talent and Culture Development - Direct the process of effective function performance, overseeing performance management, recruitment, training and development of staff to ensure high level of engagement and motivated work environment - Mentor the direct reports to prepare them for higher roles within Metropolis. - Promote a culture of operations and service excellence in the regional team. **What we are looking for in you** Min 10+ years of total work experience with at least 3 years leadership experience in consumer/diagnostic industry operations/service fulfillment Proven managerial and leadership expertise Good Communication Skills **What we promise to you** Exposure to local and their own carrier growth A strong growth prospective **Role Demands (travel) -**Yes