Job Title: Manager/Sr. Manager – Operations
Location: Kochi, Kerala
Department: Operations
Reports To: Regional Head / Business Head / Chief Operating Officer
Employment Type: Full-Time
Job Purpose
The Manager/ Sr. Manager – Operations is responsible for driving business operations, service excellence, and operational performance for the Medical Center.
The role will contribute to the unit’s financial performance by supporting P&L improvement, attracting business opportunities across diagnostic and related medical services, and identifying expansion opportunities through additional and value-added services.
Reporting Relationships
Direct Reporting To: Regional Head / Business Head / COO.
Direct Reports: Center supervisors, front office or customer service leads, operations coordinators, quality or process leads, and other assigned support staff, depending on organization structure.
Matrix / Functional Coordination: Commercial teams, diagnostics teams, finance, HR, quality, customer service, procurement, administration, and leadership stakeholders.
Key Accountabilities
Drive end-to-end operations for the business unit and ensure effective, timely, and compliant service delivery across operational areas.
Improve operational excellence through process reviews, workflow optimization, productivity enhancement, and strong execution discipline.
Support P&L performance by improving service volumes, utilization, cost efficiency, and commercial conversion across diagnostics and related services.
Identify and support business opportunities, including partnerships, referral channels, institutional opportunities, and local market growth initiatives.
Lead the introduction and scaling of new services and value-added offerings to strengthen competitiveness, customer relevance, and revenue potential in the market.
Ensure strong implementation and adherence to SOPs, operating controls, and quality processes across the unit.
Oversee customer service performance, complaint handling, escalation management, and service recovery efforts to improve overall customer experience.
Monitor KPIs and operational dashboards covering revenue, quality, productivity, customer service, turnaround time, utilization, and compliance.
Lead and develop teams through goal setting, supervision, coaching, problem resolution, and performance management.
Coordinate with internal and external stakeholders to ensure aligned execution, operational continuity, and service improvement.
Qualifications and Experience
Bachelor’s degree in Healthcare Management, Hospital Administration, Business Administration, Life Sciences, or a related field; postgraduate qualification preferred.
6–10 years of relevant managerial experience in healthcare operations, diagnostic services, medical centers, hospital operations, or related healthcare service environments.
Demonstrated experience in business operations, process improvement, and operational excellence.
Exposure to P&L drivers, budgeting, cost management, and business growth initiatives.business.
Experience in customer service management, quality oversight, SOP implementation, and performance monitoring.
Prior exposure to diagnostics or service expansion initiatives will be an advantage.
Competencies
Operational leadership.
Commercial orientation and business acumen.
Process excellence and quality mindset.
Customer-centric approach.
Stakeholder management and collaboration.
Data-driven decision-making.
Team leadership and people development.
Execution focus and accountability.
Performance Measures
Revenue and contribution to profitability improvement.
Achievement of operational KPIs.
Service quality and SOP compliance levels.business.
Customer satisfaction and complaint resolution outcomes.
Turnaround time, productivity, and utilization performance.
New business opportunities supported or generated.
Pay: ₹1,200,000.08 - ₹1,400,000.00 per year
Work Location: In person
