Responsible for leading the "Guest Services, Call Center and VIP coordination" team to exceed the expected levels of performance
Ensures that all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) defined for the clients, are met, or exceeded.
Performs the root cause analysis for non-achievement of SLAs. KPIs to develop and to execute remedial solutions.
Manages all operations staff and ensures that they are adequately trained and equipped to deliver client service.
Reviews and analyzes performance reports against targets with team leaders.
Manages performance of individuals and teams through effective performance management techniques, career planning strategies and sharing of best practices.
Mentors and ensures smooth induction of new hires in the process.
Works closely with HR to ensure high employee morale and retention initiatives
Exemplifies the company’s vision, mission, and values.
Monitor the patient experience levels and work with clinical and non-clinical teams to improve the experience.
Communicates effectively with other departments, business units and management.
To maintain and to ensure patient & employee confidentially.
Ensures compliance with policies and procedure.
Sets an example of best working practices for all employees
