Website:
infowryt.in
Job details:
JOB DESCRIPTION :-
Job Title: General Manager
Position Summary
The General Manager – Operations is a corporate leadership role responsible for driving operational strategy, excellence, and scale across Hospital multi-city operations. The VP–Operations leads the Regional Managers and Centre Heads to ensure seamless execution, high-quality care delivery, and alignment to the organization’s mission and growth ambitions.
The incumbent provides strategic guidance, leads cross-functional collaboration, and ensures a high-performing, values-driven operational ecosystem. The VP – Operations also acts as the key custodian of care standards, resident experience, financial performance, and people leadership across the organization.
Reporting Lines
In this position of General Manager – Operations, you will report to the Co-Founder, Director & Group COO or an executive nominated by the Management. The Company reserves the right to revise your reporting structure and responsibilities as required.
Key Interactions
Internal
- Regional Managers
- Centre Heads
- Clinical Heads
- Corporate Teams – HR, Finance, Projects, Quality, IT
External
- Healthcare Networks and Hospitals
- Vendors and Service Providers
- Statutory and Regulatory Bodies
- Partners, Investors, and Industry Stakeholders
- Residents and Families (as needed for escalations or strategy input)
Core Responsibilities
- Strategic Leadership & Planning
- Develop and execute operational strategies aligned with business goals and expansion plans.
- Drive long-term planning and scenario building for regional and national operations.
- Oversee capacity planning, new market entry, and service diversification.
- Lead enterprise-level alignment across functions to embed performance culture and operational agility.
- Oversight of Regional & Centre Operations
- Direct and support Regional Managers in overseeing city-wise operations and KPIs.
- Ensure seamless functioning across facilities, homecare, and support services.
- Set operational governance standards—dashboards, MIS, performance reviews, and escalation frameworks.
- Drive execution excellence and hold Regional Managers accountable for compliance and outcomes.
- Quality, Compliance & Resident Experience
- Ensure adherence to care quality standards (e.g., NABH), safety protocols, and operational SOPs.
- Champion voice of customer through structured feedback, grievance redressal, and NPS reviews.
- Drive a service excellence culture that balances clinical outcomes with empathetic care.
- Institutionalize organization-wide audits, quality metrics, and incident tracking systems.
- Financial & Resource Management
- Own and drive operational P&L for the vertical, with focus on cost efficiency and growth margins.
- Lead annual budgeting, variance analysis, and financial monitoring with the Finance team.
- Oversee shared services, central procurement, vendor contracts, and infrastructure utilization.
- People Leadership & Capability Building
- Lead and mentor Regional Managers and key corporate operations team members.
- Design and execute leadership development, performance management, and succession planning frameworks.
- Build a culture of ownership, empowerment, and outcome-driven performance across units.
- Drive talent engagement, especially at frontline and managerial levels in facilities and homecare.
- Process Excellence & Technology Integration
- Drive operational transformation initiatives—Lean, Six Sigma, automation, workflow redesign.
- Lead adoption of technology platforms (CRM, EHR, HRMS, ERP) to enhance decision-making and efficiency.
- Foster a culture of innovation, experimentation, and continuous learning.
- External Relations & Ecosystem Engagement
- Represent the organization in industry bodies, regulatory forums, and healthcare alliances.
- Build and sustain relationships with external stakeholders—government, partners, referral networks.
- Ensure timely compliance with licensing, legal, and accreditation requirements across units.
- Support investor presentations and updates with operational insights and dashboards.
Work Complexities
- Multi-city oversight with diverse service lines and formats (residential, transitional, homecare).
- High dependency on clinical and non-clinical coordination.
- Need to balance profitability, regulatory compliance, and service empathy.
- Requires agility in scaling operations while preserving personalized care experience.
Span of Control
Nature
Amount
Budget responsibilities
Full ownership of Operational Budgets & P&L
Revenue responsibilities
Across cities, formats, and verticals
Headcount
500+ (including indirect teams across cities)
Profile
Knowledge and Experience
- MBA or Master’s in Healthcare Management, Operations or related field
- 15+ years of experience with at least 5 years in leadership roles across multi-unit operations
- Background in healthcare, hospitality, eldercare, or service-intensive sectors preferred
- Strong business acumen, analytical mindset, and stakeholder management skills
- Hands-on experience in scaling operations, setting up new locations, and managing change
Competencies
- Strategic thinker with operational depth
- Inclusive and values-driven leadership style
- Excellent interpersonal, coaching, and communication skills
- Strong data orientation with ability to drive performance via metrics
- Empathetic, ethical, and passionate about elder care
- Resilient and comfortable with ambiguity and rapid scale
Skills: operations,leadership,management,compliance,organization,healthcare,manager,healthcare operation,profit & loss management
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