General Manager Operations

Job Title: General Manager Operations

Company: Berkowits Hair & Skin Clinic

Location: Head Office (Extensive travel across clinic network)

Reports To: Director / CEO

About the Company

Berkowits Hair & Skin Clinic is a leading chain of advanced hair and skin treatment clinics with 46+ centers across India. The organization specializes in dermatology, cosmetology, hair restoration, and aesthetic treatments, delivering high-quality clinical outcomes and exceptional patient experiences.

Role Summary

The General Manager Operations will be responsible for end-to-end operational leadership of 46+ clinics, ensuring standardized processes, revenue growth, service excellence, compliance, cost optimization, and team performance. The role requires a strong multi-unit operations leader capable of driving performance across geographically dispersed centers.

Key Responsibilities

Multi-Unit Operations Management

Oversee daily operations of 46+ clinics across regions.

Ensure SOP adherence and operational consistency across all centers.

Drive clinic-level P&L performance and accountability.

Monitor key KPIs including revenue, conversion rates, ARPU, footfall, repeat ratio, cost control, and profitability.

Revenue & Business Growth

Partner with Sales and Marketing to improve conversions and patient acquisition.

Identify underperforming centers and implement turnaround strategies.

Optimize capacity utilization and treatment mix.

Support expansion readiness for new clinics.

Service Excellence & Patient Experience

Ensure superior patient journey standards across all touchpoints.

Monitor patient satisfaction metrics and grievance resolution.

Standardize customer engagement practices across clinics.

Team Leadership & People Management

Lead Regional Managers, Cluster Heads, and Clinic Managers.

Build a high-performance culture with accountability.

Develop succession planning and leadership pipeline.

Conduct regular performance reviews and operational audits.

Process & Compliance

Ensure compliance with medical, legal, and regulatory requirements.

Implement operational audits and quality checks.

Standardize inventory management and vendor control processes.

Drive automation and ERP discipline across clinics.

Cost Optimization

Monitor clinic-level costs including manpower, consumables, rentals, and utilities.

Improve EBITDA margins across centers.

Negotiate vendor contracts centrally.

Reporting & Strategy

Prepare monthly operational dashboards for leadership.

Participate in annual operating plans and budgeting.

Contribute to long-term strategic growth roadmap.

Candidate Profile

Experience: 1218+ years of experience in multi-location operations.

Experience managing 25+ outlets/centers/branches is mandatory.

Industry experience can include Healthcare, Retail, Hospitality, QSR, Fitness, Diagnostics, or other large multi-unit formats.

Strong exposure to P&L management is essential.

Education

MBA / PGDM (preferred).

Healthcare management exposure is an advantage.

Key Competencies

Multi-unit leadership

Strong financial acumen

Data-driven decision-making

Process orientation

Change management

Crisis management

Excellent stakeholder management

High ownership mindset

Compensation

Competitive salary with performance-linked incentives and leadership-level benefits.

Interested candidates are requested to share their updated resume on [email protected]