Operations Manager

Role Overview

The Operations Manager will oversee the centre's daily operational activities, ensuring seamless clinical and non-clinical processes, strict adherence to standard operating procedures (SOPs), excellence in patient experience, effective staff supervision, and disciplined financial and regulatory compliance at the branch level. This position focuses exclusively on centre-level execution and reports directly to the Regional Operations Manager.

Primary Responsibilities

• Oversee clinical operations and patient experience by implementing SOPs and clinical protocols consistently at the centre.
• Monitor patient satisfaction indicators such as wait times, appointment adherence, and feedback, initiating corrective actions when necessary.
• Maintain uninterrupted operational flow and service quality within the centre.
• Manage daily administrative and operational tasks, resolving any bottlenecks in clinical and non-clinical workflows.
• Optimize resource allocation including staffing, equipment utilization, and scheduling of appointments.
• Control operational expenses within budget, monitor key financial metrics such as collections, cost ratios, and patient footfall conversion.
• Identify opportunities for cost savings including energy efficiency and local vendor management.
• Ensure compliance with NABH standards and other regulatory requirements, implementing risk mitigation strategies especially concerning patient safety and data protection.
• Lead and develop centre staff, ensuring they meet KPIs and performance assessments, fostering a motivated and accountable workplace.
• Provide timely reports and performance dashboards to the Regional Operations Manager.
• Escalate issues beyond centre authority promptly and support the implementation of regional or organizational initiatives locally.

Key Deliverables

• Efficient, day-to-day centre operations with minimal escalation incidents.
• Achievement of patient satisfaction and service quality goals.
• Strict adherence to financial budgets and cost control.
• Full compliance with NABH and statutory regulations.

Candidate Profile

Ideal candidates have experience in managing operations within hospitals, clinics, or retail healthcare settings, preferably in eye care, and demonstrate strong team leadership and process management capabilities.

Qualifications & Experience

• Graduate or postgraduate degree in any field, with preference for Hospital Administration.
• 5 to 8 years of relevant operational management experience.