Operations Manager- Field

The Operations Manager is responsible for overseeing the day-to-day operations of the 108 Ambulance Services, ensuring timely emergency response, efficient fleet utilization, regulatory compliance, and high-quality patient care. The role involves managing ambulance operations, field staff, control room coordination, performance monitoring, stakeholder engagement, and continuous process improvement to meet service-level agreements (SLAs) and key performance indicators (KPIs).

Role & responsibilities

• Manage daily operations of the 108 Ambulance Services across assigned districts or regions.

• Ensure ambulances are available, operational, and strategically deployed to meet emergency response requirements.

• Monitor response times, turnaround times, and service quality to achieve contractual KPIs and SLAs.

• Coordinate with the Emergency Response Centre (ERC) for efficient ambulance dispatch and case management.

• Ensure uninterrupted 247 ambulance operations.

• Lead, supervise, and motivate Operations Executives, District Coordinators, EMTs, Pilots (Drivers), and support staff.

• Plan manpower deployment, duty rosters, and shift management.

• Conduct regular team meetings, field visits, and performance reviews.

• Identify training needs and support staff development and competency enhancement.

• Monitor ambulance availability, preventive maintenance schedules, and vehicle uptime.

• Coordinate with maintenance teams to minimize vehicle downtime.

• Ensure ambulances are equipped with functional medical equipment, consumables, and emergency supplies.

• Maintain compliance with vehicle safety and roadworthiness standards.

• Ensure compliance with government guidelines, organizational SOPs, clinical protocols, and statutory regulations.

• Monitor documentation, patient records, and operational reports for accuracy.

• Conduct operational audits and implement corrective and preventive actions.

• Ensure infection prevention and control measures are followed.

• Analyze operational data and prepare daily, weekly, and monthly MIS reports.

• Monitor KPIs such as:

• Response Time

• Vehicle Utilization

• Fleet Availability

• Case Completion Rate

• Staff Attendance

• Patient Satisfaction

• Implement improvement initiatives based on performance analysis.

• Liaise with government health departments, hospitals, police, fire services, district administration, and other emergency response agencies.

• Address escalations and resolve operational issues promptly.

• Participate in disaster preparedness activities and emergency response planning.

• Monitor operational costs and optimize resource utilization.

• Ensure efficient use of fuel, medical supplies, and operational resources.

• Support budgeting and cost-control initiatives.

• Coordinate ambulance deployment during mass casualty incidents, disasters, epidemics, and public health emergencies.

• Ensure business continuity through contingency planning and emergency preparedness.