Service Excellence Manager

Last date of application
 21-May-23 23:59 HR
Job Description

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Service Excellence Manager, 
Dr. Shroff’s Charity Eye Hospital, New Delhi


1. POSITION TITLE: Service Excellence Manager, Dr. Shroff’s Charity Eye Hospital, New Delhi


Dr. Shroff’s Charity Eye Hospital (SCEH) was established in 1914 and is one of the oldest and largest eyecare institutions in the country. It is globally respected, not just for comprehensive eye and ENT care, but for its high impact work among communities, quality research work and publications, and extensive education and training programmes for the healthcare fraternity.

SCEH provides state of the art and comprehensive eyecare services through a team of highly experienced and well-trained physicians, who are deeply committed to patient care.

SCEH has completed 100 years of existence and along with its tertiary center in New Delhi, has seven regional surgical hubs across the states of Uttar Pradesh and Rajasthan. The organization has a staff and trainee complement of 1500 persons and annually performs 50,000 sight restoring surgeries and provides clinical services to 500,000 people across its service footprint.

The organization works on a cross-subsidy model and provides 50% of its annual surgical volume completely free, or on a highly subsidized basis. SCEH works in close partnership with leading international players in community eye health, as well as some of the best-known corporates in India. The core verticals of the organization are ophthalmology service delivery, community eye care, research, and medical education. 

For more information about the organization, please visit:


Project Background:
SCEH has drawn up a strategic vision and an organizational transformation plan for the period 2022 to 2030, titled “SAMBHAV”. Its strategic vision is to reach a surgical volume of 150,000 and a patient base of 15,00,000, by the end of 2030.

The accomplishment of these targets is riding on key initiatives under (1) Human Resource Development (2) Digitalization (3) Geographic Expansion (4) Resource Mobilization (5) Medical Education and Training (6) Building a Clinical Centre of Excellence (7) Research and (8) Communication and Advocacy.

At the organizational level, transformation is being driven through initiatives in (1) Service Excellence (2) Kaizen (3) 5S (4) Structured Problem Solving, and (5) Value-based behavior.



Reporting to the Medical Director, the Service Excellence Manager (SEM), shall play a crucial role in establishing service standards across customer touchpoints, blueprinting the service strategy, and driving the agenda of service excellence. S/he shall work closely with the Strategy Planning Office. This is a key position for consolidating and building upon SCEH's values of "Professionalism with Compassion and Care."

Key Responsibilities:

(1) Collaborate with the Strategy Planning Office to develop and implement a service excellence strategy that aligns with the organization's strategic vision;
(2) Identify service expectations across customer touchpoints and map service standards that reflect customer needs/ expectations;
(3) Develop and implement the service blueprint comprising clearly defined service standards, SOPs and guidelines in consultation with relevant stakeholders;
(4) Collaborate with hospital administrators and departmental heads to identify opportunities for service improvement and work together to implement solutions;
(5) Develop training programs to enhance service excellence and work with the Learning and Development Manager to deliver training;
(6) Set up effective listening systems to capture customer feedback and use this information to improve the quality-of-service delivery;
(7) Implement and monitor the service excellence strategy, track key metrics, and report progress to relevant stakeholders;
(8) Devise and implement strategies to drive and nurture the organization's values and culture in all customer-facing areas;
(9) Develop and manage the Service Excellence budget, ensuring the efficient use of resources.


Qualification and Experience:

(1) Applicants should be graduates with relevant postgraduate qualifications and/or certifications in the areas of customer satisfaction, service delivery, or business performance.
(2) 8-10 years of experience with hotels, hospitals, or related industries, including three years of direct experience in establishing a culture of service excellence, is essential.

Skills and Competencies:

(1) Excellent communication and interpersonal skills.
(2) Strong analytical and problem-solving skills.
(3) Sound project management skills.
(4) A track record of delivering results in a service-oriented environment.
(5) Demonstrable experience of developing and implementing service excellence strategies.
(6) Knowledge of service design principles and practices.
(7) Ability to work effectively in a team environment and across functional areas.
(8) A commitment to the Charity Eye Hospital's values of "Professionalism with Compassion and Care."

Gross compensation budgeted for the position is attractive and ranges from Rs. 10 to 16 lacs per annum. Please note that the offer made to the selected candidate shall be commensurate with qualifications, experience, and salary history.

6. LOCATION: New Delhi


Strategic Alliance Management Services P Ltd.
1/1B, Choudhary Hetram House, Bharat Nagar 
New Friends Colony, New Delhi 110 025
Phone Nos.: 011- 4081 9900; 4165 3612



Eligible candidates interested in the position can apply using the link by or before May 21, 2023.