JOB DESCRIPTIONCluster Head – Surgical OperationsTHE ESTHETIC CLINIC (TEC)

Department: Clinical & Surgical Operations

Reporting To: Management / Business Head

Location: Mumbai BKC/ Kandivali

Experience: 5–10+ years in surgical hospital/clinic operations

Preferred Background: Doctor / Medical Professional with strong surgical operations and centre-management experience

1. Role Purpose

The Cluster Head – Surgical Operations will be responsible for the overall performance, operational excellence, surgical coordination, patient experience, and revenue growth of multiple TEC centres. The ideal candidate should have a strong surgical/clinical background and the ability to understand the complete patient journey—from consultation and counselling to surgery scheduling, admission, procedure execution, discharge, follow-up and revenue realization.

The role requires a combination of clinical understanding, surgical coordination, people management, commercial acumen and operational discipline.

1. Key ResponsibilitiesA. Cluster Operations Management

- Manage day-to-day operations across assigned TEC centres.
- Ensure smooth coordination between doctors, surgical teams, counsellors, front office, nursing and hospital partners.
- Maintain operational standards across all centres.
- Conduct regular centre audits and identify operational gaps.
- Ensure SOPs, clinical protocols and TEC standards are followed.
- Monitor centre productivity and resource utilization.
- Resolve operational issues quickly and escalate critical matters to management.

B. Surgical Operations
- Take ownership of the complete surgical patient journey.
- Coordinate with surgeons, anaesthetists, hospitals, OT teams and internal staff.
- Ensure surgery scheduling is accurate and timely.
- Monitor pre-operative investigations, medical clearance, consent and documentation.
- Ensure patients are properly prepared before surgery.
- Coordinate OT bookings and hospital requirements.
- Monitor post-operative care, discharge and follow-up processes.
- Ensure there are no avoidable delays, cancellations or operational failures.
- Maintain a structured Surgery MIS covering:
- Consultations
- Surgical recommendations
- Surgery bookings
- Surgery conversions
- Surgery cancellations
- Revenue
- Hospital/OT utilization
- Pending surgeries
- Follow-ups

1. Revenue & Business Responsibility

The Cluster Head will have direct accountability for surgical revenue and centre performance.

Key responsibilities

- Drive growth in high-value procedures such as:
- Hair Transplant
- Blepharoplasty
- Rhinoplasty
- Facelift
- Breast procedures
- Body contouring
- Other cosmetic/plastic surgical procedures
- Monitor consultation-to-surgery conversion.
- Improve OPD → IPD conversion.
- Identify revenue leakage and operational bottlenecks.
- Track pending surgical patients and ensure systematic follow-up.
- Work closely with the CRM/Tele-counselling team to improve conversion.
- Develop centre-wise revenue plans.
- Achieve monthly and quarterly revenue targets.

Core Business MetricsKPIResponsibilityCentre RevenueDirect accountabilitySurgical RevenueDirect accountabilityOPD → Surgery ConversionImproveSurgery Cancellation RateMinimizeConsultation → BookingImproveAverage Surgery ValueImproveRevenue per DoctorImproveRevenue per CentreImprovePatient RetentionImproveOutstanding RevenueControl4. Doctor & Surgeon Coordination
- Build strong working relationships with TEC surgeons and consultants.
- Ensure optimal doctor scheduling and utilization.
- Coordinate surgical calendars.
- Monitor doctor productivity.
- Ensure availability of doctors for planned surgical procedures.




- Facilitate communication between doctors and operations teams.
- Identify opportunities for increasing surgical case volumes.
- Ensure patient expectations are aligned with clinical recommendations.

1. Patient Experience

Own the end-to-end patient experience for surgical patients.

Responsibilities include

- Ensure premium patient handling from first consultation to post-operative follow-up.
- Monitor VIP/HNI and high-value patients closely.
- Ensure timely communication regarding surgery preparation.
- Handle escalated patient complaints.
- Monitor patient feedback and NPS.
- Ensure post-operative follow-up is completed.
- Develop systems to reduce patient drop-offs and cancellations.
- Ensure the patient feels supported throughout the surgical journey.

Objective: Every surgical patient should experience TEC as a premium, safe, professional and trustworthy healthcare brand.

1. Team Management

Lead and manage the cluster team including:
- Centre Managers
- Surgical Coordinators
- Counsellors
- Tele-counsellors
- Front Office
- Nursing / Clinical Support
- Patient Relationship Managers
- Other operational staff

Responsibilities:
- Set clear individual and team targets.
- Conduct regular performance reviews.
- Coach underperforming employees.
- Build a high-performance culture.
- Develop incentive structures in coordination with management.
- Ensure adequate staffing.
- Conduct regular team meetings.
- Identify training requirements.
- Maintain discipline and accountability.

1. CRM & Lead Management

Work closely with the CRM and Marketing teams to improve lead-to-revenue conversion.

- Monitor leads generated for each centre.
- Track lead → contact → appointment → OPD → surgery journey.
- Ensure no high-value lead is lost.
- Monitor pending follow-ups.
- Review CRM data daily.
- Ensure correct lead-stage updates.
- Analyse source-wise conversion.
- Coordinate with Tele-counselling teams for high-value surgical leads.
- Create a Lost Patient / Lost Surgery Report with reasons.

1. Hospital & OT Management

Maintain strong operational coordination with partner hospitals.

Responsibilities

- Negotiate and coordinate OT schedules.
- Ensure hospital documentation is completed.
- Coordinate OT, anaesthesia and other surgical requirements.
- Monitor hospital billing.
- Track OT utilization.
- Monitor hospital-related patient complaints.
- Ensure agreed commercial terms are followed.
- Identify opportunities for improving hospital cost efficiency.

1. Clinical Governance & Compliance

The Cluster Head will ensure that business growth never compromises clinical safety.

- Ensure adherence to clinical SOPs.
- Ensure appropriate patient documentation.
- Ensure informed consent processes.
- Monitor surgical safety protocols.
- Ensure incident reporting and RCA where required.
- Coordinate with clinical governance teams.
- Ensure compliance with applicable healthcare regulations and TEC policies.
- Escalate clinical risk immediately to the appropriate medical authority.

The Cluster Head will not independently override a surgeon's clinical decision.

1. MIS & Reporting

Prepare and review daily/weekly/monthly dashboards covering:

Daily Dashboard

- OPDs
- New leads
- Appointments
- Consultations
- Surgery bookings
- Surgery cancellations
- Revenue
- Collection




- Pending follow-ups

Weekly Dashboard
- Centre-wise performance
- Doctor-wise performance
- Surgery funnel
- Lead conversion
- Revenue achievement
- Lost patients
- Cancellation analysis
- Operational issues

Monthly Review Present a comprehensive Cluster Business Review to management covering:

Target → Achievement → Gap → Root Cause → Corrective Action → Owner → Deadline

1. Key Performance Indicators

The Cluster Head will be evaluated on:

Business

- Revenue achievement
- Surgical revenue growth
- Centre profitability
- Average Revenue per Patient
- Surgery volume

Conversion
- Lead → OPD
- OPD → Surgery
- Surgery booking conversion
- Cancellation rate
- Lost-patient recovery

Operations
- Centre productivity
- OT utilization
- Surgery scheduling efficiency
- Operational compliance
- SOP adherence

Patient Experience
- NPS
- Patient complaints
- Complaint resolution time
- Post-operative follow-up compliance

People
- Team productivity
- Staff retention
- Training completion
- Target achievement

1. Candidate ProfileEssential

- 5–10+ years of experience in surgical operations / hospital / aesthetic surgery / plastic surgery / cosmetic healthcare.
- Strong understanding of surgical workflows.
- Experience managing doctors and clinical teams.
- Experience managing multiple centres or departments preferred.
- Strong understanding of patient conversion and healthcare revenue.
- Excellent communication and leadership skills.
- Strong analytical and MIS capabilities.
- Ability to work in a target-driven environment.

Preferred Background Candidates from the following backgrounds will be preferred:
- MBBS / BDS / BAMS / BHMS / or equivalent healthcare qualification with relevant operational experience.
- Hospital Operations
- Plastic Surgery
- Cosmetic Surgery
- Aesthetic Medicine
- Hair Transplant
- Surgical Centre Operations
- Premium Healthcare / Multi-speciality Hospitals

1. Leadership Competencies

The ideal candidate should demonstrate: Clinical Understanding + Business Acumen + People Leadership + Patient Experience + Operational Discipline

Key competencies

- Strategic thinking
- Problem solving
- Decision making
- Commercial orientation
- Surgical workflow understanding
- Team leadership
- Negotiation
- Data-driven management
- Crisis management
- Patient-centric approach
- Strong execution capability

1. First 90-Day ExpectationsFirst 30 Days

- Understand all centres and teams.
- Audit current surgical processes.
- Review revenue and conversion funnel.
- Identify operational gaps.
- Review doctor utilization.
- Review patient journey.

31–60 Days
- Implement corrective SOPs.
- Improve surgery scheduling.
- Improve OPD → Surgery conversion.
- Establish daily/weekly MIS.
- Improve team accountability.
- Reduce cancellations and revenue leakage.

61–90 Days
- Deliver measurable revenue improvement.
- Improve centre productivity.
- Establish predictable surgical pipeline.
- Improve patient experience.
- Build scalable cluster-level operating systems.

1. Success Definition

The Cluster Head will be successful when: Every TEC centre operates with clinical discipline, premium patient experience, robust surgical conversion, predictable revenue and clear accountability—without requiring daily intervention from senior management.Ideal Candidate A 5+ year experienced surgical/clinical professional with strong operational and business capability would be particularly suitable for this role, as the position requires someone who can understand both clinical realities and commercial execution.

Pay: Up to ₹1,000,000.00 per year

Work Location: In person

📌 Cluster Head for Surgical Centre (Mumbai)
🏢 The Esthetic Clinics
📍 Mumbai