Ekta Sharma
Manager Service Excellence
New Delhi,New Delhi
Summary
With 17+ experience Talented professional with an extraordinary blend of service and management experience. Versatile, reliable and efficient with experience in high paced environments. Creative and diversified skills in client relations, human resources, recruiting, project management and research. Skilled with strong written and verbal communication and exceptionally organized with a proven record for exceeding business goals.
Seeking senior level assignments to obtain a position where professional experience will be effectively utilized to improve operations and contribute to a company's profits and achieve optimal goals. Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
20
20
years of professional experience
Work History
Centre Manager
The Apollo Clinic,
06.2023 - Current
- Develop organisational direction for cross-centre partnerships and delivery of services
- Develop strategic long-term plans to improve the quality of learning environments
- Drive cross-centre partnerships to enhance initiatives and programmes
- Drive improvements on systems, processes, operations and risk management initiatives
- Drive the implementation of the recruitment strategies
- Establish new or revised policies, procedures and standards
- Establish processes to improve curriculum and programmes
- Lead development of centre programmes and initiatives
- Manage escalated feedback from stakeholders
- Manage staff performance
- Oversee staff development, training and mentorship programmes
- Oversee student enrolment for the centre
- Prepare annual work plans and budget plans
- Review manpower plans for approval
- Set centre's directions for engagement with families, community and other stakeholders
- Set the centre's Key Performance Indicators (KPIs)
- Set the strategic direction for the centre.
- Worked effectively in fast-paced environments.
- Learned and adapted quickly to new technology and software applications.
Sr. Service Excellence Manager
The Hans Foundation Hospital
05.2021 - 05.2023
- My responsibilities at Hans Foundation General Hospital, Satpuli was to ensure communicating round the year COVID-19 health and safety procedures protocol / measures are followed by all departments officials / visitor’s
- Ensuring healthcare facility is well- maintained and clean through an environmental cleaning programs, coordinating with all Department heads, resolving patient and their attendant’s problems
- Overall implementing programs promoting service excellence, regular reviewing action, and work
- Develop and implement HR strategies and initiatives aligned with the overall business strategy
- Bridge management and employee relations by addressing demands, grievances or other issues
- Manage the recruitment and selection process
- Support current and future business needs through the development, engagement, motivation and preservation of human capital
- Develop and monitor overall HR strategies, systems, tactics and procedures across the organization
- Nurture a positive working environment
- Oversee and manage a performance appraisal system that drives high performance
- Maintain pay plan and benefits program
- Assess training needs to apply and monitor training programs
- Report to management and provide decision support through HR metrics
- Ensure legal Compliance throughout Human Resource Management.
- Maintained professional, organized, and safe environment for employees and patrons.
Training Manager
Janavi India Pvt. Ltd.
10.2017 - 02.2021
- Responsible for supporting all aspects of the Managing Director's work including appointments and the diary, travel and accommodation as required in addition to managing dates, producing agendas, minutes and all key paperwork for meetings
- Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers
- Draw an overall or individualized training and development plan that addresses need and expectations
- Deploy a wide variety of training methods
- Conduct effective induction and orientation sessions
- Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
- Manage training budget
- Provide opportunities for ongoing development
- Resolve any specific problems and tailor training programs as necessary
- Maintain a keen understanding of training trends, developments and best practices
- Build, Implement and manage all systems for clients, lead generation, database Management and back office support, including turning in appropriate.
Operations Manager
Saket City Max Hospital
04.2013 - 12.2015
- Overall Supervise daily administrative operations, suggest cost-effective alternatives
- Create quarterly and annual budgets
- Develop and implement effective policies for all operational procedures
- Maintain organized medical and employee records
- Demonstrate judgment and self-sufficiency in effective problem solving while serving as the administrative and operational resource for the hospital
- Standard Intervene with internal staff, patients, visitors and other external customers
- Coordinate operations, personnel activities to meet CSU/Departmental, Hospital and Health System objectives related to the provision of services within designated areas
- Communicate pertinent information/document pertinent information, actions and decisions and communicate to appropriate leadership
- Communicate issues by front line staff to appropriate administrative teams
- Support clinical, operational and facility services with the entire hospital (24hr basis)
- Assist Patient Access Services in coordinating patient placement
- Maintain visibility with hospital staff through rounds.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Training & Development Asst. Manager
Paras Hospital
12.2015 - 07.2017
- Primarily oversee training programs, staff, and budgets
- Also responsible for creating or selecting course content and materials for training programs
- Contributions: Responsible for conducting various product and skill based training sessions in coordination with HOD’S
- Prepare & maintain a training budget / conduct class room job trainings
- Coordinate with departmental managers for Training/strategies and modules
- Prepare monthly reports/conduct Induction & Orientation Programmes
- Conduct various social activities like Swachh Bharat Abhiyan, Clothes distribution to needy people, Blood donation camp, World clean up event, Earth Hour Etc
- Handling all the Manpower Planning & Recruitment activities
- Responsible for Performance Appraisals/Support in Policy & Process formulation
- Handling and maintenance of attendance & leave records / engagement activities
- Assists with development/implementation of performance rewards systems.
Departmental Trainer & Risk Coordinator
Crown Plaza Hotel
07.2010 - 04.2013
- Designing training course and materials to meet the training needs of the company
- Conducting Training on skilled & unskilled to various departments/Supervising activities related to training programs too/Assist development of training programs
- Conducting various departments, understanding training needs and implementing it
- Training experienced and effective new employees and co-workers alike
- Supervise weekly the entire structure of Public Health building, ensuring sufficient space, fencing, safe electric cables, uninterrupted electric supply and ventilation
- Ensure adherence to the KOPs resulting in quality output and effective work culture
- Handling office coordination, correspondence with Inter office, vendors and the local contractors / maintain office calendar to coordinate work flow and meetings
- Interact with clients, vendors and visitors/Prepare responses enquiry correspondence
- File and retrieve organizational documents, records and reports
- Coordinate and direct office services, such as records, budget preparation, personnel, Engineering and housekeeping
- May conduct research, compile data and prepare papers for consideration and presentation to the Executive Director, staff and Board of Directors.
Executive Assistant to Director
National Institute of Public Cooperation and Child Development
03.2004 - 04.2010
Education
Bachelor of Arts -
Dayal Singh College
New Delhi 04.2001 -
MBA - Human Resources Development
Symbiosis International University
Pune 04.2001 -
Skills
Patient Care, Paralegal, Manager, Management, Human Resources, Recruiting, Microsoft Officeundefined
Timeline
Centre Manager
The Apollo Clinic,
06.2023 - Current
Sr. Service Excellence Manager
The Hans Foundation Hospital
05.2021 - 05.2023
Training Manager
Janavi India Pvt. Ltd.
10.2017 - 02.2021
Training & Development Asst. Manager
Paras Hospital
12.2015 - 07.2017
Operations Manager
Saket City Max Hospital
04.2013 - 12.2015
Departmental Trainer & Risk Coordinator
Crown Plaza Hotel
07.2010 - 04.2013
Executive Assistant to Director
National Institute of Public Cooperation and Child Development
03.2004 - 04.2010
Bachelor of Arts -
Dayal Singh College
04.2001 -
MBA - Human Resources Development
Symbiosis International University
04.2001 -
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