Description:

About the Role:

We are seeking a dynamic and results-driven Senior Manager Operations to lead and oversee the operational excellence of our healthcare division.

The ideal candidate will have a strong background in hospital or healthcare operations management, with expertise in streamlining processes, enhancing patient experience, driving efficiency, and ensuring compliance with quality and safety standards.

This role is highly strategic and hands-on perfect for a professional who can balance day-to-day operations with long-term business objectives.

Key Responsibilities:

Operational Management

- Oversee end-to-end operations of healthcare facilities, clinics, or service centers to ensure seamless service delivery.

- Develop and implement standard operating procedures (SOPs) to drive efficiency and maintain quality benchmarks.

- Manage daily administrative functions, including patient flow, scheduling, facilities, logistics, and vendor coordination.

- Monitor and improve operational KPIs related to patient satisfaction, turnaround time, and cost efficiency.

- Collaborate with clinical, nursing, and support teams to ensure alignment with organizational goals.

Strategic Planning & Process Improvement

- Design and execute operational strategies to improve service quality, productivity, and profitability.

- Lead process improvement and automation initiatives using Lean Six Sigma or similar methodologies.

- Conduct regular gap analysis to identify inefficiencies and implement corrective actions.

- Support business expansion, new service line launches, or integration of new healthcare technologies.

People & Team Leadership

- Lead, coach, and develop cross-functional teams, including operations executives, administrators, and coordinators.

- Drive a culture of accountability, performance excellence, and patient-centric care.

- Manage workforce planning, performance evaluations, and training programs for operations staff.

Financial & Resource Management

- Prepare and manage operational budgets, ensuring cost control and optimal resource utilization.

- Collaborate with finance teams for budget forecasting, variance analysis, and cost optimization.

- Identify opportunities for revenue growth through improved efficiency and patient engagement.

Compliance & Quality Assurance

- Ensure adherence to healthcare regulations, accreditation standards, and internal policies.

- Work with quality and clinical governance teams to maintain NABH, ISO, or equivalent certifications.

- Implement and monitor infection control, patient safety, and risk management protocols.

- Conduct audits and inspections to maintain operational excellence.

Stakeholder & Vendor Management

- Liaise with doctors, department heads, vendors, and external partners to ensure smooth coordination.

- Negotiate contracts and manage vendor relationships for outsourced services and supplies.

- Collaborate with the technology team to enhance operational systems and digital tools.

Patient Experience & Service Excellence

- Champion patient-centric care delivery through service quality initiatives.

- Analyze feedback and implement strategies to enhance patient satisfaction scores.

- Ensure empathetic, timely, and efficient handling of patient queries and escalations