NITIN G. SARVIYA

Contact: +91-996*******

E-Mail: ad1kax@r.postjobfree.com

Achievement driven professional targeting assignments in a leading organisation of repute in Multi National Company (MNC) and Healthcare industry

Location Preference: Mumbai

CORE COMPETENCIES

Hospital Patient Experience-IPD

Business Account Management

Global Finance Management

Office Administration

Sales/Business Strategies

Portfolio Management

Reporting and Documentation

Accounts Payable and Receivable

Compliance Management

ERP (SAP) Implementation Client Relation Management

Liaison/Coordination

Customer Retentions

PROFILE SUMMARY

Dynamic and detail oriented management professional having multi-national experience with more than a decade of proven success in delivering entire range of managerial activities including Front Office Management, Customer Relations, Office Administration, Global Finance, Business Development and Hospital Administration.

Proven abilities in efficiently representing on behalf of the management. Effective in providing leadership and support to all the departments and enforces the hospital standards of excellence in all the areas supervised.

Effective in building account plans with the business scope concerning details of the relationships and the revenue expected from such opportunities, as well as potential threats and weaknesses that need to be addressed. Participated in sales planning, attended sales meetings, taken up on tough accounts, relationship building with potential accounts, and promoted customer retention programs in the retail outlet.

Proven capability and proficiency in implementing, analysing and managing new accounting procedures and systems. Managed vendor relations as well as timely and accurate processing of invoices, purchase orders, expense reports and payment transactions; focused on ensuring efficient processing (payment allocation, reconciliation and month-end reporting) of company receivables through SAP and timely collection in accordance to company policies.

Demonstrated professional excellence in devising and implementing coherent strategies whilst improving internal processes and procedures within a demanding environment, project deadlines and budgets. Dealt in general administration, retention, change management and liaising.

Recognized as a Best Performer in Transition Team, travelled to Canada (Toronto) for Process Training- Project- Marsh Insurance Brokers from WNS Global Services. Core competencies in consistently combining financial leadership with sound business practices to ensure improved bottom-line while simultaneously focused on customer satisfaction. Proficient in running successful process operations and experience of developing procedures, service standards for business excellence.

ORGANISATIONAL EXPERIENCE

H N Reliance Foundation Hospital & Research Centre- Mumbai Since’February 2023

Manager-Patient Experience (In Patient Department-IPD)

Effectively handle Internal and External Customers and achieve patient delight through service excellence

Monitor and drive TAT of registration, admission, billing, discharge & patient query management as per SLA

Ensure accuracy & promptness in patient query handling

Ensure implementation of patient satisfaction matrix as defined in SOPs

Manage and suoervise Admission & Discharge planning and execution, admission calling and allocation of beds

Responsible for efficient and seamless Direct Admission, Billing and Discharge Patient Experience processes

Manage day to day admission to discharge processes and take corrective measures to resolve the bottlenecks found during the process are implemented

Oversee Bed Management and ICU Transfers to ensure appropriate allocation of beds

Ensure all VIP patients are met on a daily basis to obtain feedback and take corrective actions

Maintain proper handlings of patient feedbacks

Ensure all service standards, hospital policies are implemented and followed

Coordinate with OT Manager for timely OT clearances

Oversee Supervisor Checklist and task completion

Prepare and manage duty roster of the staff ensuring adequate staffing

Responsible for the smooth functioning of casualty (EMS-Emergency Medical Services)

Follow Hospital SOPs with respect to grooming performance and conduct standards occupational health and safety emergency procedures and all other policies and procedures as detailed in the IPD department procedure manual

P. D. HINDUJA HOSPITAL & Medical Research Centre- Mumbai April’2018 –February’2023

Night Manager (Customer Relation & General Administration)

Play vital role in directing and oversee all hospital operations to ensure patient satisfaction and safety

Managing and monitoring activities of all employees in the hospital making sure they adhere to the standards of excellence and to the guidelines set in the hospital policies and procedures and correcting where needed

Fully accountable as manager on duty for the hospital dealing with patients complaints, problem solving, disturbances, special requests and resolves any other issue which may arise

Deftly work closely with all the support service departments to improve patient services

Assisting the doctors and nursing staff in handling irate patients, helping them in handling patient’s death and Medico Legal cases

Attending VIP patients to the hospital in a friendly and helpful manner and also attend special request from VIP patients in the gamut of hospital policies

Taking rounds to all hospital areas and act as Incident commander and coordinator in case of any disaster

Ensure smooth transfer out of patients to other hospitals in case of non-availability of ICU/Ward beds

Participates in hazard surveillance and incident reporting. Ensure to escalate any indiscipline observed from the staff to their reporting Managers

Accurate completion of audit in a timely fashion and prepare audit report and send it to Chief Executive Officer (COO) and Senior Manager (General Administration)

Achievements:

Single point of contact (POA) for Covid admissions from March 2020 till date

Handling Covid positive patient’s admission process from Emergency to Covid Unit from March 2020 till date

Taking calls for bed booking for Covid patient’s calling from various hospitals from March 2020 till date

Making calls to patient for Covid admission as per the hospital bed booking spreadsheet from March 2020 till date

Council Covid patient relatives and brief them about hospital Covid protocols, admission formalities, BMC Covid War room information etc from March 2020 till date

Dessange (Paris) Spa & Salon- Mumbai Sep’2016-April’2018

Business Account Manager

Developing, leading, and managing key account negotiations, as well as ensuring the company meets revenue-sales on a required scale

Analysing all customer requirements and develop solutions to complex problems and provide assistance to a variety of services and products

Ensuring compliance to all management reporting requirements and monitor work according to company policies

Assisting staff in work and design procedures to generate profitable sales in both existing and new business accounts

Maintaining excellent relationships with key customers in organization and prepare various vertical market strategies to enhance growth

Facilitating and developing various projects to ensure optimal customer delivery for the outlet

Managing:

Handling day to day Cash, cheque and credit card transactions in the system

Responsible for deposition of Cash in bank/to handover to concern person

Ensure processing of sales revenue in the system as per defined turn around time and accuracy levels

Responsible for Functioning reporting to Accounts Department

Communicating to clients to renew expiring membership and inform clients about new schemes launched

Suggesting actions to improve sales/business and identify opportunities for growth

Portfolio for high profile clients and follow-up timely to renew their memberships

Formulating reports on daily business status and sending it across to the business franchisors

Coordinating with other departments for smooth functioning of the Spa & Salon

Attend weekly meeting with Marketing Manager & Business franchisors in order to discuss the areas of improvement

Helping the Front Desk Team in the Mumbai outlets in the absence of Spa Manager

Achieving centre targets on annual membership packages sold to clients

Highlights:

Managed good business relationship with high end customers and generated good annual revenue for Mumbai outlets

Upsell in-house luxury & premium products (Dessange, L’Oreal, Kerastase and Decloer) to the walk inquiries

Increased customer satisfaction an average of over 80% at assigned accounts

Successfully collected over INR Thirty Lakhs from delinquent customers through cheque & debit cards during demonitisation period

Increased Membership and Premium Product sales during demonitisation period

Firmenich Aromatics India Pvt Ltd, (Multinational Company)-Mumbai Aug’2012-Sep’2016

Global Finance Execution Officer (Firmenich Internal Shared Service Centre- FISSC)

Completed Global Finance Operations for the company for USA, North America, Europe and Asia Pacific regions

Validated capex documents uploaded by Global Finance Managers into capital investment of the company

Managed SAP ERP 3 entries independently, prepared weekly & monthly SAP BW reports for Global Finance Managers

Uploaded Amex and Visa Credit files in SAP for global affiliates

Processed Mass deletion of credit card entries in SAP for global employee’s unassigned old credit card expenses in the travel portal

Administered SAP activities independently, starting from entering data into SAP in a timely & accurate manner for project cost allocation and project Period End Closing (PEC) for Global Internal Manufacturing Plants

Created bank key & maintained the cost centre changes in SAP for global cost centre owners

Created IG prices for global finance managers

Handled complete backend activities of Vendor Master Data Management for the global affiliates

Highlights:

Closed all open accounting entries in the SAP (for Global counterparts) in the year 2013 and exceeded the set targeted levels of Firmenich Switzerland

Attended various in-house finance & communication trainings in Mumbai office recommended by the reporting manager

Visited Daman & Dahej manufacturing plants for product & safety trainings recommended by the Finance Head

Attended global online trainings for the various projects allocated to Firmenich Internal Shared Service Centre (FISSC)

ABC Bearings Ltd., (Public Limited Company)- Mumbai Jan’2010-Aug’2012

Finance & Administration Executive

Handling basic accounting for Accounts Receivable and Payable entries in software Tally

Working & processing manual entries of office miscellaneous and petty expenses in software Tally

Attending reception, daily phone calls & enquiries successfully

Meet and greet guests & visitors upon their arrival at the office

Handle complete managing of stakeholders & Visitors from plant office

Manage proper key control and other security measures

Confers and cooperates with other departments as needed to ensure coordination of activities

Attends meetings and training as requested

Listen to complaints put forward by guest and employees, resolve and provide solutions

Maintaining AMC contracts, office equipment maintenances, computers, fax & xerox, tea machine etc

Organize hotel booking & flight booking for director from travel agency

Coordinating, organising meetings & conferences

Booking of complaints for office automation

Follow up on all pending open complaints

Maintain a flow of information to employees via email related to any upcoming events in the company

Handling day to day front office and admin jobs

Ensuring that the reception decorum is well maintained

Highlights:

Attended various training in plant/factory situated in Bharuch (Gujarat)

Coordinating, organising meetings & conferences for Board of Directors & Stakeholders

Ensures Inn compliance of all company policies and procedures

Adheres to all safety procedures and informs management of any unsafe conditions

Attend stakeholders needs and other special request, if any

Maintain neat and organized office environment

WNS Global Service Pvt. Ltd., (International BPO)- Mumbai May’2006-Jan’2010

Senior Customer Service Executive

Was working as Subject Matter Expert (SME) for the Marsh & Mclennan Insurance process.

Handling complete AR Back Office Manual Processing

Handling complete Process Management- Workflow management, resolving queries & on job support to Insurance

Companies/Brokers in Canada

Processing insurance policies and settling refunds to the customers whenever customer submits a claim on their policy

To validate proper documentation online and follow up with the Client Manager, if there is no sufficient documentation given by the customer for claim refund

Ensuring timely payments through Electronic Funds Transfer & Credit Cards

Ensuring all Customer queries are resolved by the respective teams

Escalation of queries to client on phone for resolution

Highlights:

Managing complete Training for New Recruits to improve their performance for the process

Process Improvement- Was successfully cleared the backlog and streamlined the process within six months from transition

Process Training- Provided process training to new joiners as well as to operators to improve competency for the process

People Management- Team huddle on weekly basis to discuss the various issues and action plan with onshore clients

Reports- Preparing various reports for client executives

Mercury Fitness Centre, (Gymnasium)- Mumbai Jan’2003-Apr’2006

Front Office Executive

Handling complete Front Desk at the Gym right from Enquiries, follow up & Visitors

Attending all daily phone calls for membership enquiries successfully

Transmits and receives telephone messages

Provide complete assistance to gym member inquiries

Taking care of attendance & maintain outward/inward register for staff

Maintaining gymnasium equipments, telephone, computer, fax machine, etc

Maintain & update clients & visitors files

Communicating to Members related to the new packages and schemes launched

Highlights:

Handling the Gym independently in absence of the Gym Manager

Attending Weekly meeting with In House Dietician to promote various products available in the fitness centre

Ensuring smooth Office set up right from the Front Desk to the entire Gym

Attending Weekly meetings with proprietor to discuss the progress of gymnasium

ACADEMIC DETAILS

M.Com.I from Sydenham College of Commerce & Economics, Mumbai

B.Com. from Sydenham College of Commerce & Economics, Mumbai

TECHNICAL CERTFICATIONS

MS Office-Computer Course from NIIT Computer Education, Mumbai

IT SKILLS

ERP 3- SAP (Finance & Controlling Module)

MS Office (Word & Basic Excel)

Internet Applications

PERSONAL DETAILS

Date of Birth: 6th October 1978

Marital Status: Married

Linguistic Abilities: English, Hindi, Marathi, and Gujarati

Hobby: Listening to Music

Address: Plot no 154, Raj Chambers, Flat no 13, 2nd Floor, Alibhai Premji Road, Mumbai Central, Mumbai-400007

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