General Manager

About the role

Lead all service departments (PJ, nursing, admin FO) including Sales & Marketing, HR, Finance/Accounting and Procurement to ensure the achievement of the best medical service standards, high patient satisfaction, and business targets and clinic profitability.

Key responsibilities

• Formulate, lead, and oversee the implementation of strategic plans
• Conduct periodic market and competitive analysis to identify opportunities for new service development, market segmentation, and pricing strategies
• Initiate, oversee, and evaluate business development projects and continuous improvement initiatives to increase clinic competitiveness
• Build and maintain sustainable partnerships with referral hospitals, laboratories, business partners, and suppliers (including drug and medical device distributors)
• Direct and oversee the performance of PJ to ensure standardization, efficiency, and operational quality across all branches in accordance with SOP
• Ensure availability, quality, and feasibility of all inventory (medicines, medical devices, consumables) and clinic equipment
• Manage cash inflows and operational expenditures
• Oversee handling of patient complaints escalation and critical incidents, ensuring satisfactory resolution and learning for prevention
• Ensure full clinic compliance with all government regulations, occupational safety standards (K3), and accreditation requirements
• Set, monitor, and analyze operational KPIs to measure productivity, efficiency, and service quality, and take necessary corrective actions

About you

• Lead, guide, and develop a multidisciplinary team (medical and non-medical) to create a high-performing, collaborative, and service-oriented work culture
• Collaborate with HR team in recruitment, selection, and orientation processes, providing final decision on accepted candidates
• Conduct periodic performance appraisals, provide coaching & mentoring, and develop career development plans to empower and maximize employee potential
• Collaborate with HR in designing and recommending competitive and fair compensation & benefit schemes, and ensure their implementation according to staff performance and contribution
• Collaborate with marketing team in developing and executing integrated marketing strategies (online & offline) aligned with business objectives
• Oversee and maintain clinic image, reputation, and brand equity, including digital and social media
• Evaluate effectiveness and ROI of all marketing campaigns and branding activities, and optimize based on data
• Design and implement strategies to increase new patient acquisition, and increase loyalty and retention of existing patients through programs
• Oversee and optimize all stages of the patient journey to ensure smooth and high-quality experience
• Initiate and analyze Google Reviews and other feedback to obtain actionable insights