City Head - Clinics
Bangalore
Fulltime
Role overview:
The City Head holds end-to-end ownership of Supertails' twelve Bangalore clinics - a network of approximately 170 staff, with the twelve Centre Managers reporting into the role.
The network has grown quickly and most clinics are less than a year old. Operating standards that hold in one clinic do not always hold in the next, and bringing all twelve to a consistent level is the central objective of the role.
This is a distributed operation, and establishing an operating rhythm that holds in your absence is the single most important capability for success in the role.
Key responsibilities:
- Customer experience across all twelve clinics.
- The Bangalore clinic P&L.
- People. Approximately 170 clinic staff, including the twelve Centre Managers - hiring, retention, capability development, and the design of frontline compensation and incentives.
- Day-to-day operations. Rostering, capacity planning, service delivery, and the weekly operating rhythm.
- Operating standards. Ensuring consistent adoption across every clinic, and providing feedback to the business where a standard does not work in practice.
- Organisational depth. Developing two to three cluster leads from within the Centre Manager group within six months.
Requirements:
- Essential 4 to 8 years running multi-site operations.
- Concurrent responsibility for at least eight locations and 100 or more frontline staff.
- Direct P&L ownership at cluster, city or regional level.
- Experience leading a team distributed across a city - managers seen weekly rather than daily - with a demonstrated method for holding standards in locations not personally supervised.
- An operating rhythm designed and implemented by the candidate: a daily call, a weekly scoreboard, an audit cadence or equivalent.
- Candidates should be prepared to describe it in detail.
- Involvement in structural change, from the decision itself through to execution.
- A considered position on frontline attrition, supported by action taken.
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