Manager

Septa Health Solutions Pvt. Ltd.; Mumbai; On-site; INR 500,000 - 700,000; Full time

Job summary

Septa Health Solutions Pvt. Ltd. in Mumbai is seeking a Client Servicing & Relationship Manager to serve as the primary contact for clients, build lasting relationships, and proactively address inquiries while ensuring timely service updates.

You will oversee daily operations, coordinate with internal teams, manage health check scheduling, and handle reports and dashboards. The role emphasizes maintaining service standards, timely communication, and ongoing process improvements to ensure client

Responsibilities

• Act as the primary point of contact for clients, ensuring their needs and expectations are met.
• Build and nurture long-term relationships with clients, fostering trust and confidence.
• Proactively address client inquiries and provide timely updates on service delivery.
• Oversee and manage day-to-day operational tasks to ensure efficiency and accuracy.
• Coordinate with internal teams and service providers to meet operational deadlines.
• Ensure adherence to established processes and service standards.
• Manage Virtual Wellness Sessions for individual clients and at a group level
• Handle and resolve service escalations promptly to maintain client satisfaction.
• Provide RCAs (Root Cause Analysis) of recurring issues and implement corrective actions to prevent future occurrences.
• Monitor escalations to ensure all cases are resolved within defined timelines.
• Schedule health check appointments for clients with accuracy and efficiency.
• Communicate appointment details to clients and service providers.
• Manage rescheduling requests and last-minute changes while minimizing disruptions.
• Follow up with service providers to obtain client health check reports within stipulated timelines. Ensure the accuracy and completeness of reports before sharing them with clients.
• Maintain a centralized record of all reports for easy retrieval and compliance purposes.
• Identify opportunities to streamline processes and improve service delivery. Provide feedback to relevant teams to enhance the client experience.
• Stay updated on industry best practices and incorporate them into daily operations.
• Organise Monthly & Quarterly connects with clients and present the Utilisation Report and Roadmaps

Job description

1. Client Servicing & Relationship Management:

• Act as the primary point of contact for clients, ensuring their needs and expectations are met.
• Build and nurture long-term relationships with clients, fostering trust and confidence.
• Proactively address client inquiries and provide timely updates on service delivery.

2. Daily Operations Management:

• Oversee and manage day-to-day operational tasks to ensure efficiency and accuracy.
• Coordinate with internal teams and service providers to meet operational deadlines.
• Ensure adherence to established processes and service standards.

3. Design Curated Engagement Calendars:

• Manage Virtual Wellness Sessions for individual clients and at a group level
• Handle and resolve service escalations promptly to maintain client satisfaction.
• Provide RCAs (Root Cause Analysis) of recurring issues and implement corrective actions to prevent future occurrences.
• Monitor escalations to ensure all cases are resolved within defined timelines.

5. Health Check Appointment Scheduling:

• Schedule health check appointments for clients with accuracy and efficiency.
• Communicate appointment details to clients and service providers.
• Manage rescheduling requests and last-minute changes while minimizing disruptions.

6. Report Management:

• Follow up with service providers to obtain client health check reports within stipulated timelines. Ensure the accuracy and completeness of reports before sharing them with clients.
• Maintain a centralized record of all reports for easy retrieval and compliance purposes.Identify opportunities to streamline processes and improve service delivery. Provide feedback to relevant teams to enhance the client experience.
• Stay updated on industry best practices and incorporate them into daily operations.

8. Presentation of Dashboards:

• Organise Monthly & Quarterly connects with clients and present the Utilisation Report and Roadmaps