Role & responsibilities : Job Purpose The Deputy Manager Operations will be responsible for managing and monitoring the day to-day operations of assigned dialysis centres, ensuring efficient service delivery, patient satisfaction, operational excellence, regulatory compliance, and achievement of business and clinical support targets.

The role will involve team management, centre performance monitoring, process improvement, data analysis, coordination with support functions, and ensuring compliance with company policies and SOPs.

Key Responsibilities

1. Centre Operations Management

- Manage day-to-day operations of assigned dialysis centres.
- Ensure smooth and uninterrupted dialysis services.
- Ensure centres achieve operational, patient-care, and performance targets.
- Monitor centre productivity, patient flow, staffing, attendance, and service delivery.
- Identify operational gaps and implement corrective actions.
- Ensure compliance with company policies, SOPs, and operational guidelines.

2. Team Management & Leadership

- Supervise, guide, and mentor centre operational teams.
- Ensure adequate manpower availability as per approved staffing requirements.
- Monitor employee performance and support achievement of individual and centre level targets.
- Conduct regular team meetings and performance reviews.
- Identify training requirements and coordinate with the concerned teams.
- Handle operational grievances and escalate critical matters to management.

3. Patient & Service Quality

- Ensure high standards of patient care and service quality.
- Monitor patient satisfaction and address operational complaints promptly.
- Ensure proper patient registration, scheduling, admission, transfer, exit, and documentation processes.
- Monitor patient additions, exits, and dropouts and take appropriate corrective actions.
- Ensure prescribed dialysis frequency is maintained and inadequate frequency cases are properly justified.
- Coordinate with the Quality/Clinical team to resolve patient-care and service-related issues.

4. Operational Performance & Data Analysis

- Analyse centre-wise operational data through Axis and other reporting systems.
- Monitor:
- Patient volume and dialysis sessions
- Patient additions and exits
- Patient dropouts
- Centre productivity
- Consumable utilization
- Revenue/collection-related operational indicators
- Staff productivity
- Machine utilization and downtime
- Identify trends, gaps, and opportunities for improvement.
- Prepare regular MIS and performance reports for senior management.

5. Process Improvement

- Assist in developing and implementing operational strategies.




- Identify opportunities to improve centre efficiency and service delivery.
- Implement process improvement initiatives across assigned centres.
- Standardize operational practices and ensure effective implementation.
- Monitor the impact of corrective actions and improvement initiatives.

6. Machine & Infrastructure Coordination

- Coordinate with the BME/Technical Team for machine breakdowns and technical issues.
- Ensure machine-down issues are escalated to the concerned team within 24 hours of receiving information.
- Follow up to ensure CMS is completed within 3 working hours, wherever applicable.
- Escalate delays or inaction as per the defined escalation matrix.
- Coordinate for infrastructure, equipment, housekeeping, security, and other centre requirements.

7. Consumables & Inventory Management

- Monitor availability and consumption of medicines, dialysis consumables, and other operational materials.
- Analyse consumable consumption against the number of dialysis sessions.
- Identify abnormal consumption, wastage, or stock-related issues.
- Ensure timely replenishment and proper inventory management.
- Coordinate with the Supply Chain/Procurement team wherever required.

8. Compliance & SOP Adherence

- Ensure 100% compliance with company SOPs and operational processes.
- Ensure compliance with applicable healthcare regulations and organizational policies.
- Conduct regular centre reviews to identify process deviations.
- Ensure timely closure of identified operational gaps.
- Escalate serious or repeated non-compliance to senior management.

9. Audit & NABH Compliance

- Support internal, external, and NABH audits.
- Ensure timely closure of audit Non-Conformities (NCs) and observations.
- Coordinate with Quality and centre teams for corrective and preventive actions.
- Ensure audit-related actions are completed within the defined TAT, preferably within 2 weeks.
- Maintain proper documentation and evidence for audit closure.

10. Coordination with Other Departments

- Collaborate with Quality, Clinical, HR, Finance, BME, Supply Chain, IT, and other departments.
- Ensure operational issues are communicated and resolved in a timely manner.
- Coordinate with management for centre-level requirements and strategic initiatives.




- Ensure effective communication between centre teams and corporate/management teams.

11. Reporting & MIS

- Prepare and submit regular operational reports to senior management.
- Prepare centre performance reports, operational dashboards, and presentations.
- Ensure accurate and timely data entry in Axis and other operational systems.
- Analyse deviations against targets and recommend corrective actions.

12. Centre Visits & Monitoring

- Ensure a minimum of 1 visit to each allocated centre every month.
- Conduct regular operational reviews during centre visits.
- Monitor manpower, patient services, infrastructure, inventory, compliance, and overall centre performance.
- Identify operational gaps and prepare an action plan.
- Submit the Centre Visit/Operations Report within the defined timeline.

Key Performance Indicators (KPIs)

- Achievement of centre operational targets• Patient volume and dialysis session growth
- Patient retention and reduction in dropouts
- Centre productivity and efficiency
- Staff productivity and manpower utilization
- Consumable utilization and cost control
- Machine uptime and timely resolution of breakdowns
- SOP and operational compliance: 100%
- Audit/NABH NC and observation closure: Within defined TAT
- Timely submission of MIS and operational reports
- Minimum 1 visit per allocated centre per month
- Timely resolution of operational complaints and issues
- Improvement in patient satisfaction and service quality

Preferred Candidate Profile

- Bachelor's degree in Business Administration, Healthcare Management, Operations Management, or a related field.
- 5 to 7 years of relevant experience in operations management, preferably in healthcare, hospitals, dialysis, or a similar healthcare service workplace.
- Proven experience in team management and operational leadership.
- Strong understanding of healthcare operations, compliance, and service delivery.
- Experience in process improvement and operational performance management.
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Strong leadership and team-management capabilities.
- Ability to work under pressure and meet deadlines.
- Willingness to travel and regularly visit assigned dialysis centres.
- Proficiency in MS Office, Excel, Axis, and other operational /reporting software.

Preferred Experience Candidates with experience in dialysis centre operations, hospital operations, healthcare chain management, multi-centre operations, or similar healthcare service operations will be preferred.

📌 Deputy Operations Manager (Gwalior)
🏢 Max HR Solutions
📍 Gwalior