Role Summary The role is responsible for driving operational excellence, standardization, quality, and a superior customer experience across the Preventive Health vertical, while also providing direct operational oversight for an assigned region. This includes central governance of all preventive health programs, multi-site rollout of initiatives, process optimization, compliance, and service excellence across hospitals, clinics, and mobile health platforms

1. Operational & Service Excellence & Process Management

- Ability to design, standardize, and audit preventive health workflows across hospital and clinic networks.
- Expertise in reducing variability and ensuring consistent delivery of health checks (retail, corporate, immigrations, Ultra HNIs, mobile units, DGCA, etc).
- Robust command over Lean, Six Sigma, Kaizen or Juran methodologies
- Customer Centric Mindset - ability to curate experiences for different segments (retail, corporate, Ultra-HNI, elderly, international patients).
- Skill in embedding hospitality layers and brand experience at touchpoints.

2. Regional Preventive Health Oversight

- Serve as the single-point owner for Preventive Health performance in the assigned region.
- Conduct regular regional reviews on operations, service metrics, revenue, and compliance.
- Support unit teams in achieving monthly/quarterly KPIs for volume, revenue, TAT, experience, and documentation.
- Resolve escalations and operational gaps across units in the region.
- Conduct periodic regional visits to drive implementation, capability building, and governance.

3. Program Management & Rollout Capability





- Proven ability to operationalize new preventive health programs at scale
- Ability to manage pilots, hyper-care, change management, and enterprise-wide adoption

4. Service Excellence & Patient Experience Design

- Competence in mapping end-to-end preventive health customer journeys (pre-arrival registration assessments consults report delivery).
- Designing and implementing best-in-class hospitality, communication protocols, concierge services, and personalization.
- Strong understanding of NPS, CSAT, PSat, complaint systems, and structured feedback analytics.

5. Quality Assurance & Compliance

- Understanding of healthcare quality standards, documentation completeness, audit readiness.
- Ability to build and drive internal audits for compliance

6. Data-Driven Decision Making

- Ability to create dashboards, daily MIS, turnaround time trackers, and performance scorecards for preventive health.
- Competence in interpreting operational, customer, and financial metrics for strategic decisions.
- Understanding of segment wise customer key requirements

7. Technology Adoption & Digital Transformation

- Skill in implementing technology solutions like AI or ML-led triage, digital risk assessments, omnichannel appointment systems,



and automated communications.
- Ability to partner with product/IT to embed digital journey enhancements (e.g., pre-check-in, online risk assessments, personalized portals).

8. Stakeholder Management & Cross-Hospital Leadership

- Strong influencing skills to drive change in hospital units & clinics without direct reporting lines.
- Ability to train unit teams, run structured reviews, and resolve escalations swiftly.
- Collaboration with corporate teams, unit CEOs, clinical heads, and diagnostic partners.

9. Risk Management & Business Continuity

- Capability to identify bottlenecks, operational risks, documentation gaps, or safety concerns in health check delivery.
- Ability to design mitigation plans, incident RCA, CAPA, and process controls.

10. Communication & Training Excellence

- Ability to create standard operating procedures, manuals, training content, and competency assessments.
- Strong skill in coaching unit teamson service, process, and compliance

Preferred Skills

CRITICAL COMPETENCIES FOR SUCCESS

- Process excellence, Lean/Six Sigma, and problem-solving
- Preventive health operational knowledge
- Customer experience design and VOC/NPS analytics
- Digital transformation and workflow automation
- Strong data analysis & dashboarding skills
- Program & project management
- Stakeholder management and cross-functional leadership
- Communication, training & change management
- High customer-centric orientation
- Ability to work in matrix structures and influence without direct authority

📌 Regional Operations Manager (Navi Mumbai)
🏢 Apollo Hospitals
📍 Navi Mumbai