Manager Healthcare

Dusters Total Solutions Services (DTSS); Mumbai, Delhi; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Dusters Total Solutions Services (DTSS) is seeking a Healthcare BD and Operations liaison to grow the healthcare portfolio and optimize service delivery across hospital and facility management contracts.

You will coordinate with sales, operations, HR, training, and finance to mobilize contracts, strengthen client relationships, and drive continuous improvement in service quality and compliance across the region.

Responsibilities

• Coordinate with the sales team to identify new business opportunities and build a robust healthcare business pipeline.
• Work closely with the sales team to provide SME support, develop client-specific solutions, and improve sales conversion rates.
• Identify opportunities to increase the share of wallet across existing healthcare clients through cross-selling and upselling of services.
• Ensure smooth and timely mobilization of newly awarded hospital and healthcare facility management contracts.
• Coordinate with operations, HR, training, procurement, and support functions to ensure manpower deployment, statutory compliance, equipment readiness, SOP implementation, and service commencement as per agreed timelines.
• Monitor mobilization progress and address operational risks and client concerns.
• Conduct monthly business and service performance reviews with all A and B category healthcare clients.
• Maintain strong client relationships, understand evolving business requirements, and drive customer satisfaction and retention.
• Identify service improvement opportunities and develop action plans in coordination with the operations team.
• Support client escalations and ensure timely resolution of service-related concerns.
• Coordinate with the training team to plan and conduct periodic healthcare-specific training programs for supervisory teams across the region.
• Ensure a minimum of four training sessions per month for supervisory personnel.
• Monitor training effectiveness, maintain training records, and ensure compliance with healthcare housekeeping protocols, infection prevention practices, patient safety requirements, and applicable quality standards.
• Conduct periodic audits at healthcare sites to assess service quality, process compliance, hygiene standards, and adherence to client requirements.
• Prepare audit reports, identify gaps, and coordinate with site operations teams to implement corrective and preventive actions.
• Track audit findings to closure within agreed timelines and monitor recurring non-conformities.
• Promote continuous improvement in service delivery and healthcare quality standards.
• Prepare and submit accurate monthly MIS reports covering business performance, client reviews, mobilization status, training compliance, audit findings, service quality, payment status, and business growth opportunities.
• Track key performance indicators (KPIs) and highlight deviations, risks, and improvement initiatives to management.
• Maintain updated records of client action plans, audit closures, and business development activities.
• Coordinate with clients and internal finance teams to ensure timely collection of outstanding payments within the agreed credit period.
• Monitor receivables, overdue invoices, billing discrepancies, and pending client approvals.
• Escalate payment delays and support timely resolution of commercial issues to maintain healthy cash flow.
• Develop account growth plans to increase revenue and share of wallet from existing healthcare customers.
• Identify opportunities for additional services, including housekeeping, MEP, pest control, specialized cleaning, manpower support, and other integrated facilities management solutions, wherever relevant.
• Work closely with the sales and operations teams to convert identified opportunities into additional business.
• Drive customer retention, service excellence, and sustainable revenue growth across the healthcare portfolio.

Job description

Role & responsibilities

Business Development & Sales Support

• Coordinate with the sales team to identify new business opportunities and build a robust healthcare business pipeline.
• Work closely with the sales team to provide Subject Matter Expert (SME) support, develop client-specific solutions, and improve sales conversion rates.
• Identify opportunities to increase the share of wallet across existing healthcare clients through cross-selling and upselling of services.

2. New Business Mobilization

• Ensure smooth and timely mobilization of newly awarded hospital and healthcare facility management contracts.
• Coordinate with operations, HR, training, procurement, and other support functions to ensure manpower deployment, statutory compliance, equipment readiness, SOP implementation, and service commencement as per agreed timelines.
• Monitor mobilization progress and proactively address operational risks and client concerns.

3. Client Relationship Management

• Conduct monthly business and service performance reviews with all A and B category healthcare clients.
• Maintain strong client relationships, understand evolving business requirements, and drive customer satisfaction and retention.
• Identify service improvement opportunities and develop action plans in coordination with the operations team.
• Support client escalations and ensure timely resolution of service-related concerns.

4. Training & Capability Development

• Coordinate with the training team to plan and conduct periodic healthcare-specific training programs for supervisory teams across the region.
• Ensure a minimum of four training sessions per month for supervisory personnel.
• Monitor training effectiveness, maintain training records, and ensure compliance with healthcare housekeeping protocols, infection prevention practices, patient safety requirements, and applicable quality standards.

5. Healthcare Audits & Quality Assurance

• Conduct periodic audits at healthcare sites to assess service quality, process compliance, hygiene standards, and adherence to client requirements.
• Prepare audit reports, identify gaps, and coordinate with site operations teams to implement corrective and preventive actions.
• Track audit findings to closure within agreed timelines and monitor recurring non-conformities.
• Promote continuous improvement in service delivery and healthcare quality standards.

6. MIS & Performance Reporting

• Prepare and submit accurate monthly MIS reports covering business performance, client reviews, mobilization status, training compliance, audit findings, service quality, payment status, and business growth opportunities.
• Track key performance indicators (KPIs) and highlight deviations, risks, and improvement initiatives to management.
• Maintain updated records of client action plans, audit closures, and business development activities.

7. Payment Follow-up & Commercial Management

• Coordinate with clients and internal finance teams to ensure timely collection of outstanding payments within the agreed credit period.
• Monitor receivables, overdue invoices, billing discrepancies, and pending client approvals.
• Escalate payment delays and support timely resolution of commercial issues to maintain healthy cash flow.

8. Existing Business Growth & Retention

• Develop account growth plans to increase revenue and share of wallet from existing healthcare customers.
• Identify opportunities for additional services, including housekeeping, MEP, pest control, specialized cleaning, manpower support, and other integrated facilities management solutions, wherever relevant.
• Work closely with the sales and operations teams to convert identified opportunities into additional business.
• Drive customer retention, service excellence, and sustainable revenue growth across the healthcare portfolio.