Job Title: Sr GM - Operations (PAN India) based at Bangalore for a leading Healthcare Services Brand that is focussed on Seniorcare / Eldercare

Position Summary:

The Sr GM - Operations is a corporate leadership role responsible for driving operational strategy, excellence, and scale across the brand's Senior Care's multi-city operations, leading people (the Regional Managers and Centre Heads), seamless and high-quality care delivery, and aligned to the organization's growth plans.

The incumbent provides strategic guidance, leads cross-functional collaboration, and ensures a high-performing, values-driven operational ecosystem. The Sr GM - Operations also acts as the key custodian of care standards, resident experience, financial performance, and people leadership across the organization.

Reporting Lines:

In this position of Sr GM - Operations, you will report to the Co-Founder, Director & Group COO or an executive nominated by the Management. The Company reserves the right to revise your reporting structure and responsibilities as required.

Key Interactions:

Internal:

- Regional Managers

- Centre Heads

- Clinical Heads

- Corporate Teams - HR, Finance, Projects, Quality, IT

External:

- Healthcare Networks and Hospitals

- Vendors and Service Providers

- Statutory and Regulatory Bodies

- Partners, Investors, and Industry Stakeholders

- Residents & Families (escalations / strategic input)

Core Responsibilities:

1. Strategic Leadership & Planning:

- Develop and execute operational strategies aligned with business goals and expansion plans

- Drive long-term planning and scenario building for regional and national operations.

- Oversee capacity planning, new market entry, and service diversification.

- Lead enterprise-level alignment across functions to embed performance culture and operational agility.

2. Oversight of Regional & Centre Operations:

- Direct and support Regional Managers in overseeing city-wise operations and KPIs.

- Ensure seamless functioning across facilities, homecare, and support services

- Set operational governance standards - dashboards, MIS, performance reviews, and escalation frameworks.

- Drive execution excellence and hold Regional Managers accountable for compliance and outcomes.

3. Quality, Compliance & Resident Experience:

- Ensure adherence to care quality standards (e.g., NABH), safety protocols, and operational SOPs.

- Champion voice of customer through structured feedback, grievance redressal, and NPS reviews.

- Drive a service excellence culture that balances clinical outcomes with empathetic care.

- Institutionalize organization-wide audits, quality metrics, and incident tracking systems.

4. Financial & Resource Management:

- Own and drive operational P&L for the vertical, with focus on cost efficiency and growth margins.

- Lead annual budgeting, variance analysis, and financial monitoring with the Finance team.

- Oversee shared services, central procurement, vendor contracts, and infrastructure utilization.

5. People Leadership & Capability Building:

- Lead and mentor Regional Managers and key corporate operations team members.

- Design and execute leadership development, performance management, and succession planning frameworks.

- Build a culture of ownership, empowerment, and outcome-driven performance across units.

- Drive talent engagement, especially at frontline and managerial levels in facilities and homecare.

6. Process Excellence & Technology Integration:

- Drive operational transformation initiatives - Lean, Six Sigma, automation, workflow redesign.

- Lead adoption of technology platforms (CRM, EHR, HRMS, ERP) to enhance decision-making and efficiency.

- Foster a culture of innovation, experimentation, and continuous learning.

7. External Relations & Ecosystem Engagement:

- Represent the organization in industry bodies, regulatory forums, and healthcare alliances.

- Build and sustain relationships with external stakeholders - government, partners, referral networks.

- Ensure timely compliance with licensing, legal, and accreditation requirements across units.

- Support investor presentations and updates with operational insights and dashboards.

Work Complexities:

- Multi-city oversight with diverse service lines and formats (residential, transitional, homecare).

- High dependency on clinical and non-clinical coordination.

- Need to balance profitability, regulatory compliance, and service empathy.

- Requires agility in scaling operations while preserving personalized care experience.

Span of Control:

- Budget responsibilities: Full ownership of Operational Budgets & P&L

- Revenue responsibilities: Across cities, formats, and verticals

- Headcount: 500+ (including indirect teams across cities)

Profile:

- MBA or Master's in Healthcare Management, Operations or related field

- 10+ years of experience with at least 5 years in leadership roles across multi-unit operations

- Background in healthcare, hospitality, eldercare, or service-intensive sectors preferred

- Strong business acumen, analytical mindset, and stakeholder management skills

- Hands-on experience in scaling operations, setting up new locations, and managing change

Criteria for Selection:

Healthcare Operations Experience:

- Must have hands-on experience managing operations of a hospital, senior care, healthcare services organisation, or a multi-unit/multi-city healthcare business, preferably with experience managing multiple centres/locations.

P&L Ownership & Business Accountability:

- Should have independently owned P&L and overall business performance, including revenue, costs, margins and profitability. Candidates who have primarily worked in support or functional roles without direct business ownership may not be suitable.

Independent Operations Leadership:

- Should have the ability to independently run the business, take ownership of operational decisions and provide strong leadership across multiple centres. The individual should be capable of managing the current 7-centre network and scaling it to 2X its current size.

Healthcare Regulatory & Operational Knowledge:

- Should have a strong understanding of healthcare operational requirements, including statutory requirements, licences, regulatory compliance and other healthcare-specific operational nuances, with exposure to NABH, QAI or similar accreditation processes being highly relevant.

Financial & Commercial Acumen:

- Should be comfortable with cost structures, EBITDA, budgets, financial reporting, MIS and operational metrics, with the ability to analyse business performance and take corrective action based on data.

Technology / HMS Exposure:

- Prior experience with implementing or managing Hospital Management Systems (HMS) or healthcare technology platforms is important, along with an understanding of how technology can be leveraged to improve operational efficiency and scalability.

Reporting & MIS:

- Should have strong hands-on exposure to operational dashboards, MIS, performance reporting and review mechanisms, with the ability to use data to drive operational decisions.

Multi-functional Leadership:

- Should have the ability to effectively lead and influence Centre Heads and functional leaders across Operations, Clinical, Nursing, Sales, HR and Finance, with strong people leadership and team-building capabilities.

Scale & Growth Orientation:

- Most importantly, we are looking for someone who has demonstrated the ability to build, scale and transform operations rather than simply maintain existing operations. The individual should be capable of taking ownership of the business and enabling the CEO/COO to focus on larger strategic priorities.