Senior Executive

Key responsibilities

Customer insights & service interventions
Analyze qualitative customer feedback and CRM data to identify trends.
Design and implement targeted service interventions across business units.

Grooming & service standards
Develop and implement grooming standards specific to Aster Retail.
Conduct regular grooming and service audits with quantifiable metrics.
Share audit insights with leadership on a weekly, monthly, and quarterly basis.

Training & development
Design and deliver behavioral service training programs for frontline teams.
Collaborate on converting instructor-led content into digitized scrum content for the learning management module.
Ensure training content is sustainable and relevant to real-time floor scenarios.

Performance reporting
Develop and publish a service scorecard for the leadership team under the guidance of the head of service excellence.

Stakeholder collaboration
Partner with store operations and service excellence teams to bridge experience gaps and promote continuous service improvement.
Bring best practices from external service industries to uplift internal standards.

Field engagement
Conduct regular store visits and post-visit analysis.
Act as a role model in service delivery and grooming for all staff.

Education and experience requirements

• Graduates preferably from hotel management, catering, or service majors.
• Minimum 5 years of experience in hospitality or luxury retail.
• Hands-on experience as a team leader, front office executive, or service executive.
• Exposure to front office operations or learning and development is highly preferred.
• Demonstrated experience in designing and implementing service training programs.

Expected behavioral competencies

• Maintains a well-groomed and professional appearance.
• Displays confidence and ease in engaging conversations.
• Exudes passion and enthusiasm for delivering superior service.
• Strong communication and interpersonal skills.
• Proficient in Microsoft Excel and PowerPoint.

Aster DM Healthcare Limited is one of the largest private healthcare service providers operating in multiple GCC states and is an emerging healthcare player in India. With an inherent emphasis on clinical excellence, it is one of the few entities in the world with a strong presence across primary, secondary, tertiary, and quaternary healthcare through hospitals, clinics, and pharmacies. The organization has over 20,000+ dedicated employees across the geographies it serves, delivering a simple yet strong promise to its stakeholders: "We’ll treat you well."

Aster reaches out to all economic segments in the GCC countries through its differentiated healthcare services across the Aster, Medcare, and Access brands.

Aster Hospitals, one of the largest private healthcare service providers in the GCC, aims to make a difference with its patient-centric approach to medical care and an inherent emphasis on clinical excellence. Currently, Aster Hospitals are located in four countries in the GCC, specializing in primary, secondary, and tertiary healthcare.

These include Aster Hospitals (Mankhool and Al Qusais) in the UAE; Aster Al Raffah Hospitals (Muscat, Sohar, and Ibri) in Oman; Aster Hospital (Doha) in Qatar; and Aster Sanad Hospital (Riyadh) in the Kingdom of Saudi Arabia, delivering on a simple yet strong promise to its people: "We’ll treat you well."

Overall, Aster DM Healthcare Group has a strong presence in the GCC and is an emerging healthcare provider in India with 25 hospitals, 116 clinics, and 238 pharmacies manned by 20,500+ workforce (including approximately 1,250 doctors on a fee-for-service basis) from across the geographies.