Cluster Manager - Home Collection

Dr Lal PathLabs; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Dr Lal PathLabs in Bengaluru seeks a Cluster Manager to oversee daily service operations, develop local business channels, and manage customer complaints, staff hiring and vendor/franchise relationships in the territory. The role includes outbound call centre oversight and revenue generation for the region.

Ideal candidates will have strong operations and sales experience, leadership skills to manage teams, and a solid understanding of digital platforms to drive growth and customer satisfaction.

Qualifications

• Experience in leading operations and sales.
• Strong knowledge of new technology and digital platforms.
• Proven track record in team leadership and city operations.
• Revenue and P&L management experience.
• Excellent communication and interpersonal skills.

Responsibilities

• Meet KPIs and ensure daily service delivery with SOP adherence; build capacity and manage territory operations.
• Identify home collection channels, develop sales strategies to grow customer base and sales.
• Streamline vendor and franchise management processes.
• Hire, review, and develop staff; motivate for higher performance.
• Train staff as required.
• Manage customer experience, resolve complaints, and improve NPS.
• Territory billing and account settlements.
• Run BTL programs and freelance scale-up.
• Manage outbound call centre to generate revenue for region.

Skills

Operations & sales handling

Digital platforms knowledge

Team leadership

Revenue & P&L management

Communication & interpersonal skills

Job description

Role & responsibilities :

The Cluster Manager will be responsible for; overall daily service operations and develop local business channels. Will be responsible to manage customer complaints, staff hiring and development, outbound call centre, and vendor/franchise for the territory/geography to achieve projected revenue.

• Meet the operational metrics with the target KPIs to ensure daily service delivery & ensure adherence to daily operations-related SOP. Build capacity and manage the territory operations.


• Identify prospective home collection local business channels, develop and implement effective sales strategies for the given territory: increase in customer database & sales growth


• Build & streamline process for vendor and franchise management


• Hire new staff, review and oversee team's performance efficiency. Motivate and engage team for higher performance


• Train and develop new and existing staff as per the requirement


• Manage the customer experience proactively and resolve customer complaints/issues. Improve NPS for work area


• Responsible for territorys billing & account settlement


• Responsible for running the BTL programs, Freelance scaleup


• Manage the outbound call centre to generate revenue for the region

Preferred candidate profile :

• Thorough knowledge and expertise in Operations & sale handling


• Detail understanding & knowledge of new technology and digital platforms


• Demonstrable experience leading and managing teams, city operation


• Revenue & P&L Management


• Outstanding communication & interpersonal skills