Center Head

Position Summary

The Centre Head is the overall in-charge of a senior care medical centre and is responsible for its end-to-end operations, financial performance, resident and patient well-being, and employee engagement. This role demands a hands-on leader with strong business acumen, operational excellence, and a deep commitment to high-quality elder care. The Centre Head serves as the face of the centre and ensures that the medical and non-medical functions are integrated and aligned to deliver exceptional service, safety, and comfort to all residents. The role involves P&L ownership, clinical oversight, and cross-functional leadership to drive service excellence, compliance, and growth.

Core Responsibilities

1. Centre Operations & P&L Management

• Own and manage the centres Profit & Loss, ensuring revenue realization, cost efficiency, and budget adherence.
• Monitor key operational KPIs, service delivery metrics, and resource utilization.
• Ensure smooth running of daily operations across all departments (clinical and non-clinical).

2. Medical & Resident Care Oversight

• Ensure the highest standards of patient care and clinical excellence in alignment with protocols.
• Collaborate with clinical teams to oversee care plans, emergency response, infection control, and audits.
• Build a culture of compassion, respect, and dignity for all residents.

3. People Leadership

• Lead, mentor, and manage cross-functional teams to build ownership, engagement, and high performance.
• Foster a positive work environment that prioritizes staff morale, learning, and service orientation.
• Ensure manpower planning, hiring, training, and retention in alignment with staffing norms.

4. Resident & Family Experience

• Act as the primary point of contact for residents and their families; address concerns with empathy and professionalism.
• Drive satisfaction, engagement, and personalized service experience for all residents.
• Conduct periodic town halls, reviews, and check-ins with residents and caregivers.

5. Compliance, Quality & Risk Management

• Ensure adherence to internal SOPs, clinical protocols, and statutory requirements.
• Conduct internal audits, safety drills, and review meetings to mitigate risk.
• Maintain accurate records and ensure regulatory documentation is up to date.

6. Facility & Vendor Management

• Oversee the upkeep, safety, and functionality of the physical infrastructure and facilities.
• Manage service provider relationships for housekeeping, security, food, laundry, and medical supplies.

7. Community & Stakeholder Engagement

• Build local partnerships with hospitals, senior care specialists, vendors, and community leaders.
• Represent the centre in community forums, awareness programs, and public relations initiatives.

8. Values Alignment

Leaders are expected to embody and role-model the organizations core values of Excellence, Professionalism, Integrity, and Compassion (EPIC) in all aspects of their leadership. This includes setting the highest standards of service and performance, demonstrating dignity, accountability, and fairness in decision-making, fostering a culture of honesty and transparency, and consistently showing empathy and care toward residents, colleagues, and partners. Leaders must actively reinforce these values through their actions, communication, and the example they set for their teams.