Job Description – Chief Operating Officer (COO)Position: Chief Operating Officer (COO)Reporting To: Managing Director / Chief Executive Officer (CEO)Location: Corporate Office - Panvel, Mumbai
Job Summary
The Chief Operating Officer (COO) is responsible for leading and overseeing the day-to-day operations of the organization, ensuring operational excellence, profitability, clinical quality, and business growth across all clinics. The COO will work closely with the CEO and leadership team to develop and execute business strategies, optimize processes, improve patient experience, ensure regulatory compliance, and drive sustainable growth in the Hair Transplant and Skin Aesthetics business.
Key ResponsibilitiesStrategic Leadership:
- Develop and execute operational strategies aligned with the organization's vision and business objectives.
- Drive revenue growth while maintaining high standards of patient care.
- Lead expansion initiatives including new clinic setup and operational readiness.
- Identify opportunities for process improvement, cost optimization, and business scalability.
- Participate in annual business planning and budgeting.
Operations Management:
- Oversee end-to-end operations across all clinics.
- Standardize operational processes and ensure SOP adherence.
- Monitor clinic performance through defined KPIs.
- Improve operational efficiency and resource utilization.
- Ensure seamless coordination between clinical, sales, HR, finance, marketing, and administration.
Clinical Operations:
- Ensure compliance with established clinical protocols and patient safety standards.
- Monitor OT utilization, surgery scheduling, and doctor productivity.
- Collaborate with Clinical Heads to improve treatment outcomes.
- Ensure high-quality patient care throughout the treatment journey.
Patient Experience:
- Enhance patient satisfaction through continuous process improvements.
- Monitor patient feedback, complaints, and service recovery.
- Develop initiatives to improve patient retention and referrals.
- Ensure consistent patient experience across all locations.
Revenue & Business Performance:
- Drive clinic profitability and operational efficiency.
- Monitor daily, weekly, and monthly revenue performance.
- Review consultation conversion rates, surgery conversions, package sales, and service utilization.
- Implement performance improvement initiatives where required.
Financial Management:
- Prepare and monitor operational budgets.
- Control operational costs without compromising quality.
- Review profitability reports and financial performance.
- Ensure optimum utilization of manpower and resources.
Leadership & People Management:
- Lead Regional Managers, Clinic Managers, Clinical Heads, Sales Teams, and Operations Managers.
- Build a high-performance culture through coaching and mentoring.
- Develop succession planning and leadership development initiatives.
- Conduct performance reviews and talent development programs.
- Drive employee engagement and accountability.
Compliance & Quality:
- Ensure compliance with healthcare regulations and applicable labour laws.
- Maintain NABH (if applicable), biomedical waste management, fire safety, and statutory compliance.
- Conduct operational audits across clinics.
- Ensure implementation of quality assurance programs.
Process Improvement:
- Develop and implement SOPs across all departments.
- Lead automation and digital transformation initiatives.
- Improve operational workflows using data and analytics.
- Implement Lean and continuous improvement practices.
Cross-Functional Collaboration:
- Work closely with HR for manpower planning and organizational development.
- Coordinate with Marketing to improve patient acquisition.
- Partner with Finance for budgeting and profitability.
- Collaborate with IT to strengthen digital operations and reporting.
Required Qualifications:
- Master's Degree in Business Administration (MBA), Hospital Administration (MHA), Healthcare Management, or related field.
- Bachelor's degree in Healthcare, Life Sciences, Management, or related discipline.
Experience:
- 12–18+ years of experience in healthcare operations.
- Minimum 7+ years in a senior leadership role.
- Experience managing multi-location healthcare operations.
- Prior experience in Hair Transplant, Cosmetic Surgery, Dermatology, Aesthetic Clinics, Hospitals or Dental Chains is preferred.
Pay: ₹80,000.00 - ₹100,000.00 per month
Work Location: In person
