Job Description – City Captain

Role: City Captain – Corporate Health & Wellness
Locations: Delhi/NCR | Bangalore | Mumbai
Employment Type: Full-time
Working Days: Monday to Saturday

About the Role

The City Captain will act as the primary on-ground point of contact for employees availing Annual Health Check-up (AHC) services, ensuring a smooth and premium experience from appointment scheduling through completion of the health check.

The role will also involve supporting VIP/senior employees, coordinating with diagnostic centres and internal teams, resolving employee queries, and ensuring high-quality service delivery across the assigned city.

Key Responsibilities

1. AHC Appointment & Employee Support

• Coordinate and facilitate employee appointments.
• Provide on ground assistance to employees before, during and after their health check-up.
• Coordinate appointment schedules, confirmations, rescheduling and cancellations.

2. VIP Employee Management

• Provide in-person assistance to designated VIP/senior employees.
• Personally coordinate their appointment journey and ensure a seamless, high-touch experience.
• Coordinate with internal teams to minimise waiting time and resolve issues immediately.
• Maintain a professional and discreet approach while handling senior stakeholders.

3. On-Ground City Operations

• Support as on on-ground representative at Hospitals/ Diagnostic Centres on Saturdays.
  
• Monitor employee experience and identify operational gaps at partner/diagnostic centres.
• Ensure agreed service standards are consistently followed.
• Escalate service issues, delays, appointment failures or employee concerns to the relevant internal teams.

4. Helpdesk & Employee Query Management

• Support the helpdesk at client location during designated working hours.
• Handle employee queries through the dedicated mobile number and official email ID.
• Respond to employee queries in a timely, professional and empathetic manner.
• Maintain continuity of service even during personnel transitions by ensuring proper documentation and handover.
• Track unresolved queries and ensure timely closure.

5. Stakeholder Management

• Coordinate closely with internal operations, customer service and technology teams.
• Liaise with Hospitals/diagnostic centres and other healthcare partners to ensure smooth service delivery.
• Participate in regular reviews and share operational feedback and improvement opportunities.

6. Reporting & MIS

• Maintain accurate records of AHC appointments, attendance, cancellations, reschedules conducted at the helpdesk.
• Track VIP appointments separately and ensure 100% adherence to the agreed support model.
• Prepare city-level daily/weekly MIS as required.
• Identify trends in employee queries, appointment issues and service gaps.
• Provide regular updates to the reporting manager and client stakeholders.

Key Performance Indicators (KPIs)

• AHC appointments supported
• 100% in-person support for designated VIP employees
• Appointment confirmation and fulfilment rate
• Employee query response and resolution TAT
• Employee satisfaction / service experience
• Reduction in appointment-related escalations

Skills & Competencies:

• Excellent verbal and written communication skills.
• Strong interpersonal and stakeholder management skills.
• High degree of ownership and accountability.
• Customer-first approach with strong service orientation.
• Ability to handle senior/VIP employees professionally.
• Strong coordination and follow-up skills.
• Good problem-solving and escalation-management abilities.
• Comfortable working independently and managing multiple tasks simultaneously.
• Good working knowledge of MS Excel, Outlook and basic MIS/reporting.
• Strong attention to detail and documentation discipline.

The candidate should be comfortable with regular travel within the assigned city, including visits to diagnostic centres and other employee service locations.