Job Summary

The Senior Manager – Operations & Process Excellence is responsible for driving operational excellence, standardizing processes, improving efficiency, ensuring regulatory and quality compliance, and leading continuous improvement initiatives across all hospital branches. The role focuses on optimizing workflows, implementing best practices, monitoring key performance indicators (KPIs), and fostering a culture of quality, accountability, and patient-centric service.

Key Responsibilities

1. Operations Management

• Develop and implement standardized operational processes across all branches.
• Monitor daily operational performance and identify areas for improvement.
• Coordinate with department heads to ensure smooth operations.
• Ensure optimal utilization of manpower, equipment, and resources.
• Lead operational reviews and performance meetings.
• Resolve cross-functional operational challenges.

2. Process Excellence

• Design, implement, and improve SOPs for all departments.
• Identify process gaps and implement corrective actions.
• Lead Lean, Six Sigma, Kaizen, and process improvement initiatives.
• Conduct workflow mapping and process re-engineering.
• Eliminate waste and improve operational efficiency.
• Drive automation and digital transformation initiatives.

3. Quality Management

• Ensure compliance with NABH, NABL, and statutory standards.
• Conduct internal operational and quality audits.
• Monitor quality indicators across departments.
• Implement corrective and preventive action (CAPA) plans.
• Monitor incident reports and ensure timely closure.
• Promote a culture of continuous quality improvement.

4. Performance Monitoring

• Develop and monitor departmental KPIs.
• Analyze operational data and prepare MIS reports.
• Conduct root cause analysis for performance deviations.
• Recommend improvement strategies based on data analysis.
• Present operational performance reports to senior management.

5. Patient Experience Excellence

• Monitor patient satisfaction indicators.
• Improve patient journey and service delivery.
• Reduce patient waiting times.
• Ensure effective complaint resolution.
• Enhance patient engagement initiatives.

6. Project Management

• Lead operational improvement projects.
• Coordinate new hospital and branch setup activities.
• Support implementation of new technologies.
• Manage timelines, budgets, and project deliverables.
• Monitor project outcomes and sustainability.

7. Team Leadership

• Mentor and develop operations managers.
• Conduct training on process excellence methodologies.
• Build a high-performance culture.
• Evaluate departmental performance.
• Promote accountability and collaboration.

8. Financial Performance

• Improve operational cost efficiency.
• Monitor departmental productivity.
• Optimize resource utilization.
• Support budgeting and cost control initiatives.
• Analyze operational profitability.

9. Risk & Compliance

• Ensure compliance with healthcare regulations.
• Conduct operational risk assessments.
• Monitor safety and infection control practices.
• Ensure implementation of organizational policies.
• Support disaster preparedness and business continuity planning.

10. Documentation & Reporting

• Maintain SOP manuals.
• Prepare executive dashboards.
• Submit operational review reports.
• Maintain audit documentation.
• Present improvement initiatives to leadership.