Role Summary
The Operations Manager holds full ownership of the Company's entire operations function — across all existing and future branches, service areas, and partner locations — spanning its three business lines: (a)Home sample collection and diagnostics services, (b) Outsourced testing services for partner hospitals and laboratories, including client management and invoicing, and (c) the Company's expanding Next-Generation Sequencing (NGS) diagnostics network operated in association with partner hospitals across Kerala.
The role includes daily service execution, recruitment and management of operational staff, definition and enforcement of healthcare/diagnostics SOPs for quality control, client invoicing and billing, turnaround time (TAT) performance, regulatory compliance, regular team visit and partner visit at different cities, and operational cost control. The position demands a hands-on leader who can build scalable systems, teams, and quality frameworks as the Company grows its multi-city footprint.
Responsibilities
Service Operations — Home Collection (B2C)
- Oversee daily scheduling, routing, and dispatch of phlebotomists and sample collection agents across service areas.
- Ensure adherence to SOPs of sample collection, labelling, storage, and cold-chain transport from doorstep to laboratory.
- Monitor and improve turnaround time (TAT) from booking to report delivery; resolve escalations and service failures promptly.
- Manage the booking desk / customer coordination workflow, including confirmations, rescheduling, and report dispatch.
Client Management, Invoicing & Laboratory Coordination (B2B)
- Own the B2B client relationship lifecycle: onboarding of partner hospitals, clinics, and laboratories; agreement of test menus, rate cards, and service levels; and periodic business reviews.
- Manage day-to-day coordination with B2B clients and reference laboratories for outsourced testing, including sample logistics, reporting workflows, and issue resolution as the primary operational escalation point.
- Raise and manage invoicing to B2B clients accurately and on time; track receivables, follow up on outstanding payments, and resolve billing disputes in coordination with the finance function.
- Track vendor lab bills against orders; support finance in reconciliation of customer collections versus lab payments, including agent settlement processes.
NGS Network Operations
- Support rollout and steady-state operations of NGS diagnostic services at partner hospital sites, including kit inventory management, sample logistics to the sequencing partner, and report turnaround tracking.
- Coordinate operationally with the sequencing partner and hospital laboratory teams on training, sample acceptance criteria, and rejection/repeat handling.
- Maintain operational MIS for NGS volumes, kit utilisation, and site-wise performance to support partner reviews and funding/CSR reporting requirements.
Recruitment, Team & Branch Management
- Recruitment of all operational staff — phlebotomists / sample collection agents, operations executives, call centre executives, and delivery/logistics agents — including manpower planning, sourcing, interviewing, selection, and onboarding, in coordination with HR.
- Train, roster, and supervise field, branch, and call centre staff across all locations; manage attendance, leave, and shift coverage.
- Set and review individual and team KPIs (collections per day, TAT, error/rejection rates, customer ratings); conduct periodic performance reviews.
- Enforce grooming, conduct, identity, and safety standards for all customer-facing field staff.
SOPs, Quality Control & Compliance
- Define, document, implement, and continuously improve SOPs across all operational processes — sample collection and handling, cold-chain transport, biomedical waste disposal, infection control, needle-stick/exposure protocols, call centre workflows, and reporting — in line with applicable regulations and industry best practice.
- Establish and run quality control mechanisms for pre-analytical processes, including periodic audits, error/rejection analysis, corrective and preventive actions (CAPA), and staff competency assessments.
- Support quality and accreditation requirements of partner laboratories (e.g., NABL-aligned pre-analytical standards) as applicable to the Company's collection processes.
- Ensure statutory and regulatory compliance touching operations, including local body registrations, biomedical waste authorisations, and applicable labour-law requirements for field staff, in coordination with HR and consultants.
Inventory, Procurement & Assets
- Plan and control inventory of consumables (vacutainers, kits, PPE, transport boxes) and NGS kits across branches; prevent stock-outs and expiry losses.
- Manage vendor selection and purchase coordination for operational supplies within approved budgets.
- Maintain custody and upkeep of operational assets, including collection kits, equipment, and company devices.
MIS, Reporting & Process Improvement
- Own daily/weekly/monthly operational dashboards: bookings, collections, TAT, cancellations, rejections, revenue-linked operational metrics, and branch P&L inputs.
- Maintain and improve operational trackers and tools (spreadsheets/ERP/CRM) and drive digitization of manual workflows.
- Identify cost-saving and efficiency opportunities; lead process-improvement initiatives and new service-area launches.
Experience
- 3–4 years of operations experience in any industry (logistics, e-commerce, field services, healthcare, facility management, etc.)
- At least 2 years managing teams, ideally field or multi-location teams
- Experience building or following SOPs and process discipline
- Strong Google Sheets/Excel skills and comfort with numbers and reports
- Fluency in Malayalam and English
- Willingness to travel regularly within Kerala
- Integrity and care in handling confidential customer information
Good to have
- Experience in diagnostics, home healthcare, hospital operations, or healthcare logistics
- Knowledge of lab sample handling and cold-chain transport
- Experience with B2B client management, invoicing, and payment follow-up
- Familiarity with LIMS, ERP, or CRM software
Job Types: Regular / Permanent, Full-time
Pay: ₹35,000.00 - ₹45,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Ability to commute/relocate:
- Thrissur, Kerala: Reliably commute or planning to relocate before starting work (Required)
Education:
Experience:
- Operations: 3 years (Required)
Work Location: In person
