Work with us

• Onboarding new residents: Be the single point of contact for families and teams to help prepare both parties to onboard the new resident successfully. Ensure all data points regarding the resident’s care requirements are conveyed to the team timely.
• Consultancy calls & services
• Maintaining a database on CRM.
• Inputting customer details in the system of various touchpoints with them.
• Keeping track of all the calls and updating them on CRM.
• Rigorous follow-ups with potential leads.
• Maintaining data of leads weekly and monthly.
• Understanding market competition and realigning teams on the same.
• Having flexibility over the weekend/holidays to speak with High Potential Leads.
• Customer relationships & feedback: Build and promote strong, long-lasting customer relationships and understanding of their needs. Be responsible for gathering customer feedback through:
  1. Annual customer feedback form
  2. Periodic customer feedback as and defined per client status
  3. Ensure all customer issues are acknowledged within 24 hours and resolved timely. Liaise with the care team and other departments if required to address customer concerns.
• Industry development:
  1. Continually develop knowledge of the business climate, applications and competition.
  2. Responsible for maintaining referral database

• Pricing:
  1. Maintain data relative to customers, pricing and will document customer interactions
• Customer contracts, documents & renewals:
  1. To ensure that the customer agreements are signed on the day of move in / as per process defined
  2. Timely renewal of existing contracts before the expiry date.
• Payments: To ensure that timely payments are received from the customers and follow up in case of delays
• CRM: Create and implement CRM process for Epoch
• Budget: Create and manage sales budget

Skills and Qualifications: Masters degree in any business or management course, with 7–8 years of industry experience

• Leadership and Motivation Skills – motivates employees to reach sales goals and be able to effectively train, encourage, inspire and reward team members for their achievements
• Customer Service – understands what it takes to provide excellent service to elders and families
• Communication and people skills – need to be able to communicate all aspects of the sales operation to families, facility managers and team members
• Computer skills – ability to create and maintain sales records and reports
• Ability to travel

Role Summary

The BTL person will support the Strategic Engagement Partner in building strategic relationships with healthcare professionals, residential communities, and relevant stakeholders. The role requires independently managing outreach initiatives, engaging potential referrers, organizing awareness sessions, and supporting lead generation efforts across assisted living and dementia care services. This position requires someone with a proactive mindset, professional presence, and the ability to communicate clearly and confidently with external audiences.

Professional Presence & Presentation

As a representative of Epoch Elder Care, the BTL person will engage with external stakeholders including doctors, hospitals, and community groups. Maintaining a polished, professional image is crucial in upholding Epoch’s reputation in the premium elder care space.

Expectations include

• Well-Groomed Appearance: A neat, professional, and well-groomed look to create a positive impression.
• Formal Attire: Consistently wear smart business attire for external meetings and community events.
• Effective Communication: Confidence in presenting information clearly in both one-on-one and group settings.
• Professional Demeanor: Maintain polite, composed, and respectful behavior across all stakeholder interactions.

Healthcare Partnerships Support:

• Assist in building relationships with doctors (neurologists, psychiatrists, geriatricians, general physicians) and hospitals under the guidance of the Strategic Engagement Partner.
• Schedule and conduct introductory meetings, follow-ups, and basic engagement activities with healthcare professionals.
• Share Epoch’s clinical offerings using standardized presentations and case references.
• Coordinate and support CMEs, clinical meetups, and medical awareness events.
• Maintain and regularly update a CRM or tracker with engagement activity and progress.

Community Engagement & RWA Networking:

• Identify potential residential communities for outreach.
• Build initial rapport with RWA heads and community representatives.
• Organize and support community engagement sessions like health talks, elder care awareness sessions, and physiotherapy demos.
• Gather feedback and share suggestions with the Strategic Engagement Partner for improving event relevance.
• Promote Epoch’s value-add services (Day Care, Physio, Caregiver Training) wherever relevant.

Brand Support & Representation:

• Represent the brand in smaller medical forums, RWA events, and community sessions.
• Ensure consistency in brand messaging and maintain Epoch’s compassionate and premium positioning.
• Share regular updates and field feedback from stakeholders to the reporting manager.

Business Development – Day Care (Support Role):

• Generate interest and leads for the day care program.
• Conduct follow-ups with trial families and support in closing conversions.
• Coordinate renewals and proactively reach out to families nearing end-of-contract.
• Report service feedback, objections, or drop-out reasons to improve future offerings.

Required Skills & Experience:

• 3–4 years of experience in healthcare sales, community outreach, business development, or elder care services.
• Strong verbal and written communication skills (English and Hindi).
• Ability to independently manage schedules, travel for meetings/events, and maintain basic reporting documentation.
• Comfortable representing the organization in external forums and discussions.
• Graduate degree in Healthcare, Marketing, Social Work, or related fields preferred.

Roles and Responsibilities

• Conduct comprehensive orientation sessions and on-the-job training for all new employees at the Pune facilities.
• Collaborate with department heads to assess and identify training needs for both new and existing staff.
• Develop and deliver structured training programs by modifying existing modules or creating new content tailored to operational requirements, under the guidance of the Learning & Quality Head.
• Act as a coach and mentor to frontline staff, supporting skill-building and day-to-day development.
• Create and manage monthly and quarterly training calendars specific to Pune and implement these trainings as per the centralized training calendar.
• Apart from the centralized calendar, proactively plan and execute additional trainings as per the house/facility needs.
• Ensure all training initiatives align with organizational policies, SOPs, and compliance standards.
• Stay updated with modern training tools, adult learning methods, and best practices to ensure effective delivery.
• Support cross-functional training requirements, especially for nursing, care, F&B, and admin teams.
• Maintain accurate records of all training sessions, including attendance, assessment results, and feedback.
• Track retraining needs and schedule refresher sessions based on audit or compliance gaps. Conduct assessments (written, practical, or viva) for care staff to evaluate knowledge retention and support internal promotions.
• Lead the consolidation and regular updating of all training materials used at the Pune facility. Ensure all training activities are well-documented and embedded within the organization's quality framework.

Desired Candidate Profile

• Strong stand-up delivery and facilitation skills, with the ability to create and deliver training across all staff levels.
• Candidates with a nursing or clinical teaching background and prior training experience will be preferred.
• Excellent communication and presentation skills, with an engaging and clear training style.
• In-depth knowledge of adult learning principles, competency-based training, and SOP-based teaching.
• Minimum 5–7 years of experience in training and development, ideally within the healthcare or elder care sector.
• Energetic, enthusiastic, and people-oriented with strong coordination and feedback mechanisms.

Summary

We are seeking a dynamic and experienced General Manager – Operations to lead and oversee the end-to-end operational functions of our facility and to improve the hospitality experience of our elders. The role demands seamless coordination across all departments, including clinical, to ensure smooth day-to-day operations. This individual will effectively be in charge of everything that happens daily at our homes, serving as the operational backbone of the organization. From managing admissions to overseeing viewings, they will play a pivotal role in creating a consistent and high-quality experience. As a front-facing, client-communicating representative when needed, this person functions as a bridging internal workflow with external expectations.

The primary focus of this role is on Maintenance and Operations, while also ensuring seamless coordination across Administration, Security, Asset Management, and Food & Beverage Services. The ideal candidate will bring a hands-on approach to facilities management, drive operational excellence, and uphold service quality standards.

Housekeeping (HKP) & Hygiene Standards

• Oversee and ensure top-tier hygiene and cleanliness standards across the property.
• Take direct ownership of the housekeeping function, including staffing, SOPs, quality audits, and vendor management.
• Ensure compliance with health and safety regulations.
• Periodically review and upgrade hygiene protocols in line with brand and industry standards.
• Own the end-to-end client and resident welcome journey and ensure a premium first impression.
• Train teams on ground on greeting standards, admission experience, and resident need personalization.
• Address and resolve client complaints/feedback promptly to maintain satisfaction and retention.

Maintenance & Facility Operations (Primary Focus)

• Oversee preventive and reactive maintenance schedules for all infrastructure, equipment, and utilities (HVAC, electrical, plumbing, mechanical).
• Coordinate with internal engineering teams and external vendors for upkeep and breakdown support.
• Implement energy management and efficiency programs to optimize operational costs.
• Maintain safety compliance as per statutory and organizational guidelines.
• Supervise AMC contracts and vendor SLAs to ensure minimal downtime and prompt resolution.
• Conduct routine audits and inspections of the facility to proactively address wear and tear or compliance gaps.

Food & Beverage Operations

• Oversee quality, hygiene, and service standards in kitchen and dining operations.
• Coordinate with chefs, catering staff, and nutritionists (if applicable) to align with dietary and service requirements.
• Optimize food costs, reduce wastage, and ensure compliance with FSSAI and other relevant standards.
• Ensure strict adherence to F&B budgets, cost control measures, and revenue targets (if applicable).
• Monitor vendor performance, negotiate contracts, and maintain an efficient supply chain for food and kitchen supplies.
• Lead the planning, design, and operational setup of new kitchens—including layout design, equipment selection, staff hiring, and regulatory approvals.

General Administration

• Develop and implement standard operating procedures (SOPs) across operations and administrative functions.
• Oversee front office management, documentation, record-keeping, and statutory compliance.
• Manage administrative budgets, procurement, and vendor relationships.

Security & Safety

• Supervise all security arrangements, including manpower deployment, CCTV monitoring, and access control systems.
• Develop emergency response procedures and conduct safety drills periodically.
• Liaise with local authorities for law and order support, fire safety, and disaster management compliance.

Asset Management

• Ensure proper tagging, tracking, and documentation of all assets and equipment.
• Monitor asset lifecycle, maintenance history, and depreciation schedules.
• Coordinate for insurance renewals, claims, and risk mitigation planning.

Key Requirements

• Bachelor’s degree in engineering / Facility Management / Hospitality / Business Administration. MBA preferred.
• 10–15 years of proven experience in operations management, preferably in large facilities, hospitality, healthcare, or institutional environments.
• Strong technical knowledge of building systems, maintenance planning, and vendor management.
• Excellent leadership, crisis management, and team coordination skills.
• Proficient in using facility management systems and MS Office tools.
• Ability to multitask and make data-driven decisions in a dynamic work environment.

Work Environment

• On-site role with regular facility walkthroughs.
• May require extended hours during critical operations or emergencies.

Epoch Elder Care is looking for a Content Writer - Brand and Marketing. This position will report to the Head of Marketing. She/he will assist with the development and management of communication and a variety of other creative and content tasks as assigned. Through this role, one gets to interact with senior members of the internal & external team, understand the industry and learn how marketing strategies are devised from the ground up.

Primary responsibilities

• Create compelling and high-quality written content in specific time frames, including short and long pieces for various communication channels.
• Consistently compose creative and engaging content for website, digital, and social media – blogs, social media posts/ads content, articles, newsletters, press releases, announcements, etc. based on concepts and stories of Epoch.
• Proofread content for errors and inconsistencies.
• Create opinion articles for leadership team.
• Identify customer and industry needs, understand gaps, and develop projects based on analysis.
• Manage and execute ongoing projects – client speak, plaques, cards, celebrating lives.
• Conduct keyword research and use SEO best practices in content to increase website traffic, ensuring relevant, SEO-compliant content is uploaded.
• Create and manage postings and analyze Facebook, LinkedIn, YouTube, Instagram, and other digital platforms, as relevant.
• Work closely with different departments at Epoch to align marketing efforts and provide necessary support in terms of marketing materials and initiatives.
• Participate in team meetings and brainstorming sessions to generate new ideas and approaches.
• Create and update various sales and marketing collaterals and processes – brochures, newsletters, and presentation decks – and maintain a record of all information.
• Assist in Online Reputation Management, ensuring all statistics and information are updated on all online portals where Epoch is mentioned.
• Perform other content-related work, as assigned.

Qualifications

• Bachelor’s degree in Marketing, English, Journalism, or related field from an accredited institution.
• Minimum 2–3 years’ experience in content writing and project management.
• Excellent communication and writing skills.
• Proven work experience as a Content Writer with a portfolio of published articles/content.
• Strong attention to detail.
• Gives and welcomes feedback.
• Ability to work with a team and independently.
• Able to adapt to changing market dynamics and adjust content strategies accordingly.