R-195010 Clinic Manager – Ospedale Veterinario I Portoni Rossi (BO) (Open) Location: Zola Predosa (BO), Italy Company Overview: AniCura is a leading family of veterinary clinics specializing in the medical care of pets. With over 500 locations across Europe, AniCura provides modern, high-quality veterinary services. Each year, AniCura’s 13,000 passionate veterinarians care for three million pet patients. Since 2018, AniCura has been part of Mars Veterinary Health, a family business focused on veterinary care. Job description: Clinic Manager is responsible for the smooth operational running of the clinic, driving delivery of the business strategy alongside associates fulfilment and engagement. Clinic Manager also lead the client care and administrative teams, empowering the entire clinic to deliver an exceptional client experience. Clinic Manager conduct the job in accordance with the Five Principles, the company's policies and legislation. Reporting and cooperative relations: + Direct reporting line into Practice Manager/Medical Director + Close cooperation with Regional Team, central country team and group functions + Line Manager for client care and administrative associates Key tasks and responsibilities : Client Service + Responsible for providing consistent high quality care and exceptional service to the most pets and clients and to maximize efficiency, productivity and profitability. + Create a customer-oriented organization with professionalism, care and compassion. + Review customer complaints and acts in accordance with AniCura guidelines. Escalates difficult cases or cases required medical expertise to the Medical Director and relevant associates in the clinic. + Ensure accuracy in customers payments tracking and billing reconciliation. Regular collaborate with SSC to ensure accurate reporting. Operational Excellence + Work alongside Practice Manager and clinic management to drive and deliver on full year revenue and profit targets. Understand the profit and loss (P&L) accounts; take action to improve areas of KPI's. + Take part in periodical business review with Operations team and relevant functional leadership to follow up on clinic KPI's. + Help Practice Manager and clinic management to implement revisions in pricing and monitor cost control. + Help with regular and accurate financial reporting. + Effectively create and maintain associates schedules to meet client needs (communication, changes, etc). + Ensure data accuracy in AniCura corporate systems ( e.x. Workday, Oracle, etc) for the clinic. + Responsible for arranging daily clinic admins tasks including but not limited suppliers ordering, clinic cleaning organization, facility and equipment maintenance, etc. + In conjunction with Practice Manager act as communications liaison, including holding routine clinic team meetings, sharing business information and messaging to all associates, ensuring they remain informed, engaged and have opportunities to provide feedback. Line Management + Act as role model Leader and Line Manager, ensuring high engagement and performance in the clinic. + Live and exemplify the Great Line Management (GLM) concept within self and team: + Execute hiring processes in cooperation with Talent Acquisition team. Take part in relevant Employer Reputation activities. + Ensure newly hired direct reports are fully onboarded. New comers have onboarding plan and regular onboarding progress conversations are hold. + Be responsible for overall associates engagement. Ensure team of direct reports has annual impact plan and followed through all actions. + Conduct development and career conversations with direct reports. + Run performance conversations with direct reports. + Execute dismissal processes with support from Regional P&O. + Ensure we lead with respect for the Associate Concept, relying on guidance from Five Principles Other + Oversee all critical non-clinical areas of the clinic, for example Health & Safety (H&S), P&O, Client Care, Marketing and Legal. + Build strong relationships with functional Business Partners (P&O, Finance, Marketing etc). Work together in relevant areas to help deliver the strategy and performance for the clinic and AniCura. + Responsible for ensuring that the H&S activities are carried out, so far as is reasonably practicable, safely and without risk to health for associates. + Work with Marketing team to coordinate and execute activities, campaigns, social media and web page work. + Ensure compliance with company-wide policies and procedures as well as law and regulations ( incl GDPR, IT Security policy). + Take part in major projects to execute at clinic. Job Requirements Education: management engineering degree, or proven equivalent experience. Experience : Previous experience in a client service environment, preferably in a veterinary or health care environment. Proven experience in managing large team. Knowledge& Skills: + Knowledge of the Italian language at advanced/native level; knowledge of English at intermediate level. + Confident in the use of IT packages, email and online internet browsers. + Strong communication skills: both written and verbal + Highly organized with the ability to multi- task and plan and priorities effectively in accordance with business needs + Proactive and well organized with an eye for detail + Approachable with excellent people management skills + High emotional intelligence