Manager - Clinic Operations - Healthcare

Objective :

1) Manage the operations at Tata Health's existing family health clinics in Bengaluru city

2) To support the Tata Health business team in designing, rolling out, launching and managing a new format of primary healthcare clinics, in and around the city of Bengaluru.

Major Deliverables :

- Existing Clinics (Managing a team of Clinic SPOCs)

- Delivering against annual business targets for clinics

- Ensuring high levels of NPS (customer satisfaction)

- Ensuring compliance with new SOPs for clinic operations, commercial processes, ISMS compliance etc

- Audit coordination and implementation

- Doctor & Staff Performance & Training Reviews

New Format Clinics Pre-Launch :

- Assist the senior business team in finalising the clinic concept prior to launch:

- Understand the customer value proposition and clinic offering

- Detail out the physical and human infrastructure required to deliver the offering

- Prepare SOPs for clinic teams- customer handling, commercial, inventory, administration, information security etc

Launch Execution :

- Ensure compliance with execution plan by coordinating with internal (HR, Legal, Procurement, Product) and external stakeholders as necessary

- Assist in coordinating negotiations and service by key vendors - design, construction, real estate, equipment etc-to ensure timely launch

- Critical path tasks : location hunting, property finalisation, fitout 

- Managing Operations (managing a team of Clinic SPOCs)

- Delivering against annual business targets for clinics

- Ensuring high levels of NPS (customer satisfaction)

- Ensuring compliance with new SOPs for clinic operations, commercial processes, ISMS compliance etc.

- Audit coordination and implementation

- Doctor & Staff Performance & Training Reviews

Reporting To : Head - Strategic Initiatives

Essential Attributes :

- Prior experience of managing business and operations for a cluster of at least 10 retail locations in the healthcare, wellness, or lifestyle industries

- Experience of launching new locations, including property hunting and fitouts (at least 5 units)

- Process and detail-oriented

- Excellent people skills

Desired Attributes :

- Experience in large corporate-run health/wellness chains (Apollo Health & Lifestyle, Dr Agarwal's, Vasan Eye, Clove Dental etc)

- Interest or prior experience in the use of digital technology to solve consumer problems

- Agile and entrepreneurial

Desired Experience(years) :

- Total Experience : 8 years +

- Minimum Experience in managing a cluster : 3 years