Sr. Operations Manager - Mumbai

Job Purpose:

To oversee Project operations across clusters, ensure consistent service delivery and operational standards, and drive performance, process implementation and continuous improvement.

Key Responsibilities:

• Oversee operations across multiple clusters and ensure effective implementation of Jio Arogya processes and Patient Journey standards.
• Monitor cluster performance, patient volumes, service delivery, operational issues and achievement of defined KPIs.
• Guide Cluster Managers on manpower, centre operations, patient experience, escalations and business continuity.
• Coordinate with Medical, Diagnostics, Sales, HR, Finance, Procurement, Supply Chain, IT, Quality and other functions to resolve cross-functional operational requirements.
• Ensure implementation and adherence to SOPs, operational policies, quality standards, patient safety and service requirements.
• Review major patient grievances, incidents and operational escalations and ensure timely corrective action.
• Monitor centre readiness, resource availability, inventory-related operational requirements and facility-level issues through cluster teams.
• Review operational MIS, identify gaps and drive corrective and preventive actions based on performance trends.
• Support implementation of new centres, processes, systems, campaigns and operational initiatives.
• Conduct regular operational reviews with Cluster Managers and provide guidance on performance improvement.
• Identify operational risks and ensure appropriate escalation, contingency planning and business continuity.
• Drive standardisation, process improvement and efficiency across clusters and facilities.
• Provide management with operational updates, key issues, performance analysis and recommendations.

Qualification & Experience:

• Graduate/Postgraduate in Healthcare Management, Operations, Business Administration or a relevant field.
• Relevant experience in healthcare, hospital, diagnostics or multi-centre operations with leadership responsibility.

Key Skills:

• Healthcare Operations Leadership
• Multi-Cluster Management
• Performance & KPI Management
• Process Improvement
• Problem Solving & Decision Making
• Cross-Functional Management
• Operational Planning & Risk Management
• MIS & Business Review