Description:

Job Description: Manager - Support Services

Company Description:

Mar Sleeva Medicity Palai, a NABH-accredited 650-bed quaternary care hospital, is located in Palai, Kottayam District. Established by the Diocese of Palai in 2019, the hospital is committed to delivering advanced, high-quality, and affordable healthcare through state-of-the-art infrastructure and patient-centered care.

Role Description:

- This is a full-time, on-site role based in Palai for a seasoned Manager - Support Services. The role involves overseeing and managing all non-clinical support functions including housekeeping, hospitality, patient assistance, security, transport, facility operations, and outsourced service partners.

- The candidate will be responsible for ensuring service excellence, operational efficiency, policy compliance, and continuous improvement across all support service departments. The position requires strong leadership, process-oriented thinking, and the ability to maintain a seamless patient and staff experience.

Responsibilities:

- Oversee daily operations of support service functions including housekeeping, hospitality, patient assistance, security, transport, and related services.

- Ensure service quality, hygiene standards, and safety protocols aligned with NABH guidelines.

- Lead and supervise cross-functional teams to maintain high standards of cleanliness, comfort, and patient satisfaction.

- Manage vendor relationships and ensure SLA adherence for outsourced services.

- Conduct regular inspections, audits, and compliance checks across support service units.

- Implement operational improvements, workflow enhancements, and cost-optimization initiatives.

- Coordinate with clinical and administrative departments to ensure smooth hospital operations.

- Monitor and control departmental budgets, expenditures, and resource utilization.

- Address patient grievances related to support services and ensure timely resolution.

- Ensure staff training, development, and performance management across all support service teams.

- Prepare and maintain documentation, SOPs, and reports for management review.

- Support emergency preparedness and ensure readiness of all support service departments.

Key Result Areas (KRA's):

- Quality and consistency of housekeeping, hospitality, and facility support services.

- Compliance with NABH and internal quality standards across support functions.

- Patient satisfaction scores linked to non-clinical services.

- Efficiency and reliability of outsourced service partner performance.

- Cost optimization and effective budget management.

- Timeliness in issue resolution and incident handling.

- Continuous improvement initiatives implemented across support operations.

- Staff productivity, discipline, and training effectiveness.

Required Skillsets

- Strong leadership and team management skills.

- Expertise in housekeeping operations, hospital support services, and hospitality management.

- Excellent knowledge of NABH standards and healthcare quality compliance.

- Ability to manage vendors, contracts, and service-level commitments.

- Strong analytical, decision-making, and problem-solving abilities.

- Proficiency in operational planning, audits, and workflow improvement.

- Excellent communication and interpersonal skills for cross-department coordination.

- High attention to detail and strong organizational capabilities.

- Ability to manage emergencies, patient escalations, and complex operational challenges.

- Proficiency in MS Office and familiarity with hospital management systems.