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Job Description

Urgent Opening for Branch Head-chennai

Posted On : 17th Jul 2015 10:50 AM Back to jobs list
Location Chennai
Role / Position Branch Head
Experience (required) 6+ Years
Description

Our client  is a customer centric Medical Tourism facilitation company

Position Title: Branch Head (service center)

Reporting to: Country head or CEO as applicable

Location: Chennai

Scope:

Operating the office as the single point of contact Responsible for all results of the branch meeting HR objectives, profitability, accounts receivable, advertisement, marketing, travel request. 

Key areas of contribution:

  • Specific job duties will include the following: 

  • Be responsible for all the day to day operations of the office mentioned below.

HR

  • Be involved and responsible for recruitment of new personnel, prepare their job descriptions, conduct interviews and make recommendations for recruitment. 

  • Train new recruits and ensure they are familiar with office procedure and process as well as complete their training programs. 

  • Mentor the personnel working and provide them career advancement opportunities.

  • Set objectives and goals for all personnel and set up for self too in discussion with your supervisor. 

  • Allocate work to the personnel based on the position for which they have been recruited.

  • Provide induction training for new employees and complete all mandatory CBT for the role for which the candidate is selected.

  • Support in the continuous training of self and personnel working in the office. 

  • Develop a second leadership to delegate in case of contingencies. 

  • Guide and monitor the performance of Resident representatives under their supervision. 

  • Conduct periodic meeting with personnel working in office to evaluate, review educate, motivate, and inform them of developments in organization.

  • In coordination with HR department, conduct exit interview for departing employees.

  • Approve vacation, holidays and time off of employees in line with company policy. 

  • Process and procedure:

  • Ensure to implement and follow the process and procedure established by the organization.

  • Make recommendations to change the process / procedure based on operational contingencies and justification. 

  • For day to operations, follow established procedure..

  • In case of emergency, follow the established procedure for addressing and solving it.

  • Based on actual situation, make recommendations for changes to the procedure – Red book, blue book, procedures, process flows, forms etc.

Reporting and budgeting:

  • Coordinate, collect and provide details of day to day operations on the weekly report and monthly reports, 

  • Support in budgeting process. 

  • Responsible for cash flow, banking operations, branch finance statements with support from head office.

  • Responsible to ensure that all service providers are paid within the contractually agreed time

Client management:

  • Review with hospital the additional payment request for treatment and ensure that the client makes the payment or advise the client center accordingly. 

  • Monitor the inbox of the contact mail and reply to the Client within the time period set in the service levels expectation document.

  • Respond to and ensure that the personnel in office respond to telephone calls within the time set in the service level expectation document.

  • Ensure that we provide all details of hospital, country, and doctor to client and ensure that the client selects the one more comfortable to his liking. (dual role )

  • Provide update to client center on progress of client treatment. 

  • In case of emergency call up the client’s nearest relative / friend and ensure that they are kept informed of the emergency situation including updates. 

  • Ensure that all the data pertaining to client management are captured in the software and the statistics provided to website administrator.

  • Ensure that the privacy and integrity of data of the client is maintained. 

  • Be aware of commitments made by client center personnel to clients and ensure that commitments made are honored. 

Facilities management

  • Ensure that all facilities like IT, communication, travel support, accommodation, hospital stay, treatment of the patient sent by overseas offices are available to customer and delight him

  • Ensure that the office is clean, well maintained and all facilities are functional.

  • Ensure that there is redundancy in all activities especially activities related to the patients coming for treatment. 

  • Ensure that all facilities are optimally utilized.

  • Review the service providers and their level of competency and recommend them for inclusion in our approved list.

  • Discuss with hospitals and arrange for tie-up letters with them. 

  • Ensure that the patients are received and treated properly as per the blue book.

  • Maintain harmonious relations in the office, with vendors, service providers and hospitals.

  • Ensure that all personnel are adequately equipped to carry out their function and in case of inadequacies follow up with supervisor to obtain it.

  • In coordination with IT head, ensure that the software are update and in compliance with local rules.

  • In coordination with IT head, ensure that the hardware is kept clean and updated in line with company policies.

General office policies:

  • Responsible to ensure that there is no discrimination or harassment of any person on account of gender, race, color, origin, education or background. We have a zero tolerance on any form of discrimination or harassment.

  • Responsible to ensure that the office is a safe and secure place for the working of all personnel:

  • Identify potential sources of security and safety (fire, water, burglary, ergonomics, working standards, privacy, information etc.) breach and in discussions with management plug the gaps.

  • Ensure that all the statutory requirements of the local Government, provincial and federal Government are complied with.

  • In coordination with the accounts department, ensure that the TDS of all personal are deducted and paid into the department designated account. 

  • Work together with HR and work out the final settlement due to personnel who quit their job.

  • Marketing and coordination with Service providers:

  • Identify and tie up with all the service providers and hospitals based on our agreement standards.

  • Prepare presentations to hospitals, service providers to highlight our capabilities, plans, visions and expansion plans.

  • Review agreements and recommend changes or acceptance to management for approval.

  • Review the standards of service provided by service providers periodically and provide feedback to them. 

Qualifications for the position:

  • Preferably a science graduate/ MBA with 2 or more years of experience in a multicultural background

  • Experienced in service industry, hospital, or hospitality background

  • Having managed a team is advantageous but not essential. 

  • Proficient with MS office applications

  • Have basic knowledge in agreements, contracts and negotiations.

  • Advantageous to have basic knowledge on marketing, book keeping, accounts, cash flow but not essential

  • Experienced in development and review of process, procedure based on functional and operational requirement

Personal Qualities:

  • Be a team player with good interpersonal skills.

  • Excellent communication skills (both verbal and spoken) to interact with personnel at all levels

  • Excellent written and verbal communication skills in English

  • Organized and able to prioritize time based on situation.

  • Problem solving skills, and out of box solutions (within the established policies and procedures)

Travel

  • It is expected that you will have to travel 10% - 20 % of your time.

  • It is likely that you may travel abroad, so expected to have a passport.

 

Send Resumes to sbharathwajan.expertiz@gmail.com