Corporate/ Center/ VLCC PC/ Institute JOB TITLE: CENTRE HEAD JOB BAND: AREA/DEPARTMENT: Operations GRADE: REPORTS TO: OPERATIONS HEAD
ZONE POSITIONS SUPERVISED: JOB SCOPE: KEY TECHNICAL RESPONSIBILITIES Responsible for monitoring the Administrative , Operational and Technical aspects & smooth functioning of the centre as a whole with emphasis on the Slimming and Beauty Sections in the Centres in order to ensure the optimum capacity utilization and quality service delivery to provide client delight: Documentation: Regular checking and corrective measures for filling of the Client Programme Records and other requisite documents & informing the Corporate Office. Ensure correct and timely software entries, checking themfor necessary corrections. Monitoring Client Progress: Regular monitoring of progress of all clients. Organize periodic meetings with respective departments to resolve general and specific concerns. To interact with all clients (especially those losing slowly/not getting expected results ) personally and coordinate with R & D for further technical inputs, as and when required. Zero Sessions: Stringent Monitoring to ensure zero sessions are conducted as per SOP and within the stipulated timelines. Maintain liaison between the Centre and the Corporate Office. Knowledge transfer and technical inputs from R&D or Corporate Office to the respective Centre staff. To regularly update oneself on all Obesity / Beauty related research in ones region and share the relevant information pertaining to the same with R & D Dept. Communication, implementation and compliance of all Corporate policies in the Centre. Coordinate with Zonal head and Corporate Office in case of delays in the availability of stock - linen, documents, appliances and their accessories, and to ensure all equipment is in working condition at all times. To take Corporate guidance for booking of complicated Medical Cases. To take corrective measures, with advice from Corporate Office if required, in case of wrong bookings and medical contraindications. Executions & Compliance to SOP: To ensure that Centers achieve qualitative and quantitative executions as specified by the Corporate & according to the service delivery parameters given by R&D. To co-ordinate with R&D for any guidance regarding the same. Periodic technical audits and technical reviews of staff to check for compliance with SOP. Take corrective actions at Centre level and inform Corporate Office in case of deviations and refresher training required by the staff. Trainings : To identify the Training needs of the staff and inform the R & D of the following : Training Needs -Fresher / Refresher / Advanced / Skill Gap Analysis / Other parameters requiring improvement on individual basis To ensure stringent compliance of the Training Nomination SOP w.r.t Training Nomination Letter / Mandatory signing of Training Agreements by complete staff / Action on Non compliance
- To ensure that the post Training Implementation feedback form is filled up for respective profiles as and when required and sent back to R & D
- To ensure that the identified Centre staff ( Profilewise ) takes keen interest in the improvement of average performers and feedback of the same sent to the R & D Review the appointment planner: For optimum utilisation of infrastructure, staff and appliances.
- To review and ensure that the Daily Monitoring Format is correctly and completely filled up and sent to the Corporate within the stipulated time line. Follow-up of irregular clients: Regular monitoring of client follow-up data wherever required and self follow-up for special clients including VIPs and Doctors. Unsuccessful but regular clients: Implementation of the specific technical inputs, including counseling of such clients and co-ordinate with Corporate Office for further technical inputs as and when required. To try and keep the percentage of USR clients within the minimum limit as specified by the Corporate. Validity Expiry: Monitoring of validities for calculations and informing the Corporate Office for any deviation and personal counseling of those clients who were regular but still could not complete the package. To try and expedite that the programme of maximum clients are completed within validity. Transfer/Conversion of Clients Progamme: Ensure that transfers/ conversions of the clients programme, if any, happen with the consent & coordination of client and the respective CH/AH. In case of inter centre transfers, to ensure transfer of client papers and credit note is done within 48 hours / before client approaches the concerned centre. Client complaints: Resolve escalated client issues and proactively initiate and reduce possible causes of complaints by customers. To ensure any client complaints is resolved within the next 7 days in case corporate intervention is required, else to resolve within the next 48 hours at the centre level itself. To ensure complete and fair compliance of the Customer Complaint SOP Staff: Recruitment and Induction: To ensure that the recruitments are done as per the specified SOP and to conduct the Induction of the new recruits as per designation wise Induction Schedules and to conduct induction sessions as specified for different profiles (Dietician / Slimming Head / Physiotherapist / Doctor / Beauty Head / Beauty Incharge / Hair Stylist / Pedicurist / Dermatologist) Induction: To assist in the recruitment of new Centre staff , conduct preliminary technical interviews of candidates in case of vacancy and forward for approval to Corporate Office. Orientation of Staff: To impart on-the-job training at Centre level, to new staff and send their periodic assessment to Corporate Office as specified in the SOP. Vacancies / TNA : Update the Corporate Office/Zonal Head periodically on the status for vacancies and training needs of the staff. Sales: Work with Sales team members & Slimming / Beauty In-charges to ensure meeting of in-house sales targets that may be set from time to time. To give realistic sales targets to individual staff members and monitor the same on a daily basis aiming towards the achievement of centres sales target. Events: To coordinate with the Corporate in giving technical support to the Centre for organizing the Events and sending feedback of the same to the Corporate. Two main events to be planned out and conducted every quarter, in co-ordination with the Corporate. Software entries: To ensure timely entries of data in the software and monitor the same. To send required data to IT department within the time line specified by the Corporate. On the basis of feedback given by the Corporate, actions to be immediately implemented and revertal on same given to the Corporate. Staff Attrition: To ensure that the staff attrition does not overshoot a maximum limit as specified by the Corporate. To ensure that all relevant contracts are in place for all staff members. To ensure optimum staff strength at the Centre at all times keeping in mind the influx and lean hours KEY ADMINISTRATIVE RESPONSIBILITIES Sops: To ensure adherence & compliance to standard operating procedures at all times and to also ensure that standards are driven by the Center Manager(s) while providing ownership value. To oversee achievement of budgeted sales target every month & offer timely advice to team to review strategies to close sales & generate bookings more effectively and scientifically. Events: To review in consultation with Zonal head & Corporate approval events / promotions planned, local ads to be released and unique packages formulated to match variety of budgets, in order to create & drive awareness about VLCC as a slimming, beauty & fitness ( Wellness ) brand. To ensure that the data on Centre level Marketing initiative / feedback is collated and analyzed and the same sent to the Head Marketing, Corporate and Regional VP Operations To promote WOL, family card or any other promotional programs / schemes that the corporate might launch from time to time. To monitor SMS data / Call Centre escalated queries / Alive Chat mails or any other marketing activities promoted by the marketing department at the corporate. To oversee monthly budget of the centre & team operations to bring down non-essential overhead costs without impacting quality of service. To monitor the effectiveness of yield/capacities in the centers and systems to ensure revenues are maximized and provide feedback to senior management To oversee duty roster & identify staff capable of multitasking and sending them for respective trainings for upgradation. Monthly/Dailly staff meetings: To help settle personnel grievances through a rational & open meeting or use personal discretion to intervene directly. To ensure that they are held on a monthly basis and to send the reports to the Corporate within the defined time line. To provide ongoing information and status reports to Regional Operations Head / Senior management team in the corporate on monthly basis on financial and operational performance of center(s). To oversee management & maintenance of all client records, attendance record, MIS reports, security arrangements, inventory control, compliance to all statutory obligations such as PF, ESIC, Bonus etc.. Checklists: To inspect the center by taking rounds and ensure that the upkeep is as per standard norms and the hygiene and sanitation conditions are par excellence. In addition ensure that machines are in working order. To fill the checklists on a monthly basis and forward the same to the Corporate within the stipulated time line. To explain the details of incentive plan / salary break up and regularly coordinate with HR on timely distribution of salaries and incentives to the center staff. To put forth recommendations to corporate office for centre renovation, relocation/ termination of manpower, and closure of certain sections of centre & discontinuing use of certain machines To conduct regular checks at the center to ensure consumption of products as per SOP and services executed at the centers and FIFO policy is being adhered to for product consumption / retail chain. To constantly upgrade oneself so as to achieve the progression level as per the multitasking / up gradation planner Additional Responsibilities: To offer assistance in pre opening activities of new centers by finalization of floor maps, appliances, consumables, gadgets etc for centers (new and renovations) with approval from corporate office. To train and groom the next identified successor as Centre Head ( staff identified from within the Centre team ) 3. In addition to the above mentioned duties and job functions, to carry out any other assignment given occasionally by the Regional Operations Head. While the above encapsulates all their responsibilities, the following needs a special mention and should be done on priority basis . To ensure cleanliness, hygiene and maintenance of the center. Regular reports on problems observed, actions to be taken and deadlines for the same. Special focus on service delivery, customer care, satisfaction, delight and feedback. Cash checking
To ensure systematic cash handling and maintenance of cash register . Physical cash and entries in the cash register should match. Report to be sent on any variation to all concerned.
