Role Summary:
The Manager is responsible for the overall management of clinic operations, client experience, and client facing staff performance at Crown Vet. This role ensures the highest standards of service delivery, operational efficiency, and brand representation, while acting as the key liaison between clients, clinical teams, and the senior leadership team at HO.
Key Responsibilities:
Clinic Operations Management
- Assess clinic readiness prior to opening, including cleanliness, equipment functionality, appropriate staffing and system availability.
- Conduct frequent clinic walkthroughs to ensure reception areas, consultation rooms, waiting areas, and pharmacy are presentable.
- Control diary management at the clinic level to ensure smooth workflow and efficient service.
- Monitor daily workflow to ensure efficient consultation flow and minimal client waiting times.
- Rota management for all clinic staff (in collaboration with the Head Vet) to ensure effective cover across all clinic hours and eliminate capability/service gaps.
- Conduct brief daily team huddles to discuss day-to-day operations including staffing, capacity and key client touchpoints.
- Actively contribute to progressive clinic performance via prompt and concise feedback loops, proactive problem-solving and effective collaboration with clinic staff and HO.
- Take on reception duties and responsibilities as cover during periods of peak demand, planned leave or absence.
Client Experience & Relationship Management:
- Demonstrate excellent client service and encourage reception staff to:
Personally welcome and engage with new clients during their visit
Maintain regular interaction with existing clients to strengthen loyalty and satisfaction.
- Ensure timely follow-ups with new and concerned clients via call or WhatsApp.
- Introduce relevant Crown Vet services, plans and packages.
- Support clients through the clinic experience and actively supervise client interactions at reception - assisting as required.
- Promote a consistent, premium client experience aligned with Crown Vet standards.
- Maintain quality client care standards with the reception team using live feedback and coaching.
- Engage with the Client Experience (HO) team in progressing and resolving client care gaps and implementing positive change into clinics.
- Handle client service issues at clinic level promptly and professionally.
Staff Supervision & Performance Management:
- Supervise reception and pharmacy staff to ensure wellbeing, professionalism and efficiency.
- Ensure staff adherence to grooming, uniform, communication, and behavioral standards.
- Coach and support all staff in client handling, service excellence and operational efficiency.
- Foster a positive, motivated, and accountable team culture.
- Perform monthly 1:1 meetings with all direct reports to discuss overall performance (achievements and support requirements), operational updates and forward focus.
- Co-host quarterly clinic team meetings alongside the Head Vet for a collaborative discussion on aligned goals, mutual consideration and effective implementation of changes.
Issue Resolution & Escalation:
- Escalate medical or clinical concerns to the Head/Senior Vet immediately.
- Support in the resolution of client complaints at clinic level using conflict management techniques and empathy practices.
- Inform HO of complaint escalations, health & safety incidents, or reputational risks within 24 hours or immediately where required.
- Communication relevant learning outcomes from complaint resolution with colleagues and confirm understanding.
Reporting & Documentation:
- Maintain daily operational reports, including incidents, feedback, and action items.
- Communicate clearly and consistently with senior management on clinic performance, potential risks and client/staff concerns.
- Ensure accurate documentation and follow-through on all escalations.
- Document and track all issues in the Clinic Manager’s report.
- Ensure daily compliance tasks are frequently reviewed and completed in a timely manner, with additional support interventions and prompt delay communication.
Key Skills & Competencies:
-Strong leadership and team management skills, with the ability to motivate, support, and coordinate team members while maintaining a positive and productive working environment.
- Excellent verbal and written communication abilities, enabling clear, professional interaction with colleagues, clients, and external stakeholders.
- High emotional intelligence and client-handling capability, including empathy, patience, and the ability to manage sensitive or challenging situations calmly and professionally.
-Well-developed problem-solving and decision-making skills, with the confidence to assess situations, identify solutions, and take appropriate action in a timely manner.
- Strong attention to detail and organisational ability, ensuring accuracy, efficiency, and effective prioritisation of tasks and responsibilities.
-Comfort and confidence around animals, with an awareness of basic animal behaviour and body language to support safe and appropriate handling.
- Ability to multitask and perform effectively under pressure, maintaining focus and quality of work in fast-paced or demanding environments.
-Basic understanding of workplace equipment and technology, including the confident use of laptops, printers/scanners, and telephone or call-handling systems.
Pay: ₹60,000.00 - ₹80,000.00 per month
Benefits:
Work Location: In person
