Job Title: Senior Operations Manager

Department: Operations

Reports To: CEO / COO / Managing Director

Location: Thane

Employment Type: Full-Time

Job SummaryWe are looking for an experienced and results-driven Senior Operations Manager to oversee the end-to-end operations of our pathology and diagnostic business.

The role will be responsible for ensuring efficient functioning of laboratories, sample collection centers, home-collection services, logistics, customer support, and operational teams. The Senior Operations Manager will work closely with Pathologists, Laboratory Managers, Sales, Finance, HR, and senior management to deliver high-quality diagnostic services while maintaining robust turnaround times, compliance, customer satisfaction, and profitability.

Key Responsibilities1. End-to-End Operations

- Manage daily operations across pathology laboratories, collection centers, and home sample collection services.
- Ensure smooth coordination between sample collection, transportation, processing, reporting, and report delivery.
- Develop and implement effective SOPs and operational workflows.
- Identify operational bottlenecks and implement corrective actions.
- Ensure optimum utilization of manpower, equipment, facilities, and other resources.

2. Laboratory & • Sample Operations
- Monitor the complete sample journey from registration and collection to processing and final reporting.
- Ensure proper sample identification, labeling, storage, transportation, and handling.
- Monitor sample rejection, repeat testing, delays, and other operational issues.
- Coordinate with laboratory teams to maintain agreed Turnaround Time (TAT).
- Ensure appropriate escalation and resolution of critical operational issues.

3. Quality & • Compliance
- Work closely with Pathologists and Quality teams to maintain high standards of diagnostic operations.
- Ensure adherence to applicable healthcare, laboratory, safety, and data-privacy requirements.
- Support implementation and maintenance of quality-management systems.
- Prepare teams for internal and external audits and accreditation requirements.
- Monitor quality indicators, non-conformities, corrective actions, and preventive actions.

4. Team Management
- Lead and manage laboratory operations, collection-center, logistics, customer-service, and support teams.
- Set performance goals and operational KPIs for team members.
- Manage recruitment, onboarding, training,



performance reviews, and employee development.
- Build a culture of accountability, teamwork, quality, and customer service.
- Ensure adequate staffing and manpower planning across locations.

5.

Collection

Centers &

• Home Collection
- Monitor performance of all collection centers and home-collection operations.
- Ensure proper opening/closing procedures, inventory availability, hygiene, and operational readiness.
- Improve appointment scheduling, phlebotomist utilization, route planning, and collection efficiency.
- Monitor collection volumes, productivity, cancellations, and customer complaints.
- Ensure timely transportation of samples to the appropriate processing laboratory.

6. Vendor & • Logistics Management
- Manage relationships with logistics partners, equipment/service providers, consumable suppliers, and other operational vendors.
- Monitor vendor performance, service levels, costs, and compliance.
- Ensure uninterrupted availability of essential consumables and supplies.
- Optimize sample transportation routes and logistics costs.

7. Financial & • Commercial Performance
- Monitor operational costs and identify opportunities for cost optimization.
- Track revenue, test volumes, average revenue per patient, collection-center productivity, and profitability.
- Work with Finance and Commercial teams on budgeting and financial planning.
- Identify opportunities to improve operational efficiency and business margins.
- Support expansion of collection centers, home collection, corporate health-check programs, and other diagnostic services.

8. Technology & • MIS
- Ensure effective use of Laboratory Information Management Systems (LIMS), CRM, appointment systems, and reporting platforms.
- Develop and review operational dashboards and MIS reports.
- Use data to identify trends, operational gaps, and opportunities for improvement.
- Support implementation of automation and technology-driven processes.

9.

Customer

Experience




- Ensure timely and professional resolution of customer complaints and service issues.
- Monitor customer satisfaction and service-quality metrics.
- Improve the patient journey from booking and sample collection to report delivery.
- Work with customer-support teams to improve communication and service standards.

10.

Business

Expansion &

• Strategic Initiatives
- Work closely with senior management to execute growth and expansion plans.
- Support launch and operational setup of new laboratories and collection centers.
- Evaluate operational feasibility of new locations and services.
- Lead cross-functional projects to improve productivity, quality, and profitability.
- Provide management with regular reports, insights, and recommendations.

Key Performance Indicators (KPIs)
- Revenue and profitability
- Diagnostic test volumes
- Laboratory and collection-center productivity
- Turnaround Time (TAT)
- Sample rejection and repeat-test rates
- Customer satisfaction and complaint resolution
- Home-collection efficiency
- Phlebotomist productivity
- Collection-center performance
- Operational cost per test/patient
- Inventory and wastage control
- Quality and compliance performance
- Employee productivity and retention

Required Qualifications
- Bachelor's or Master's degree in Healthcare Management, Hospital Administration, Business Administration, Life Sciences, or a related field.
- 8–12+ years of experience in operations management, preferably in pathology, diagnostics, hospitals, healthcare, or laboratory services.
- Proven experience managing multiple teams and/or multiple diagnostic locations.
- Strong knowledge of pathology/diagnostic workflows and sample logistics.
- Experience managing operational KPIs, budgets, vendors, and service quality.
- Strong analytical, leadership, communication, and problem-solving skills.
- Proficiency in MS Excel, MIS/reporting, CRM/LIMS, and other operational systems.

Preferred Experience
- Experience managing a pathology laboratory network or diagnostic-chain operations.
- Experience with NABL/accreditation-related quality processes or similar laboratory-quality systems.
- Experience in scaling collection centers and home sample collection.
- Experience managing centralized laboratories and satellite collection centers.
- Experience in healthcare P&L; and cost optimization.
- Experience working with B2B/corporate diagnostic clients.

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