Assistant Manager - Customer Experience

Rhea Healthcare; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Rhea Healthcare in Bengaluru seeks a results-driven Service Excellence Lead to drive the rollout of service performance initiatives across units, monitor touchpoints and provide real-time support to frontline teams.

You will own VOC platforms (Google Reviews, Medblaze, Write to Us, in-person feedback), collaborate with units to resolve issues and close the feedback loop, and develop new SOPs to ensure consistent, compliant service.

Responsibilities

• Lead rollout of Service Performance initiatives across all units and departments.
• Monitor customer interactions at every touchpoint to ensure service standards are upheld.
• Provide real-time support to frontline teams to enable smooth handling of customer interactions.
• Take ownership of VOC platforms (Google Reviews, Medblaze, Write to Us, in-person feedback) to manage end-to-end customer feedback.
• Collaborate with unit teams to ensure timely resolution of issues and close the feedback loop.
• Analyze feedback trends and partner with service teams to design targeted interventions.
• Identify improvement areas from audit findings and collaborate with operational teams to close gaps.
• Co-create service improvement plans with Unit Operations teams and drive timely execution.
• Develop and implement new SOPs across service functions, ensuring alignment and compliance.
• Conduct regular unit visits and share actionable insights with stakeholders.

Job description

Key Responsibilities:

1. Service Excellence Implementation:
   1. Lead the rollout and implementation of Service Performance initiatives and programs across all units and departments.
   2. Monitor and evaluate customer interactions at every touchpoint to ensure service standards are consistently upheld.
   3. Provide real-time support to frontline teams to enable smooth and effective handling of customer interactions.
2. Feedback Management:
   1. Take ownership of VOC platforms (Google Reviews, Medblaze, Write to Us, in-person feedback) to manage end-to-end customer feedback.
   2. Collaborate with unit teams to ensure timely resolution of issues, address gaps, implement corrective measures, and close the feedback loop.
   3. Analyze feedback trends, identify systemic issues, and partner with service teams to design and implement targeted interventions.
3. Training & Development:
   1. Identify improvement areas from audit findings and collaborate with operational teams to close gaps.
   2. Co-create service improvement plans with Unit Operations teams and drive timely execution.
   3. Develop and implement new SOPs across service functions, ensuring alignment, consistency, and compliance.
   4. Conduct regular unit visits, perform on-ground service assessments, document observations, and share actionable insights with stakeholders.
4. Behavioural Competencies:
   1. Emotional Intelligence: Intuitive, empathetic, and perceptive in understanding people and situations.
   2. Interpersonal Skills: Ability to inspire, influence, and engage teams across levels.
   3. Communication Skills: Strong in oral, written, and visual communication, with effective facilitation and presentation abilities.
   4. Customer & Quality Focus: Committed to delivering outstanding patient and family experiences.
   5. Analytical Ability: Applies a deductive, objective, and data-driven approach to problem solving.
   6. Business Acumen: Understands core business functions and aligns service outcomes with organizational goals.
   7. Resilience & Adaptability: Navigates challenges with persistence, composure, and flexibility.
   8. Collaboration & Teamwork: Works effectively across functions, fostering a culture of shared success.