Reports to: Cluster Manager Direct reports: Sr Ops 1 per clinic all clinics in Mumbai

Role Summary

- This person owns day-to-day operational health across all Pravaayu clinics in Mumbai, managing the Sr Ops at each clinic and rolling up city-level operational performance to the Cluster Manager.

- They are the layer between on-ground execution (Sr Ops, clinic staff) and cluster-level oversight the person who ensures every clinic runs to protocol, every day, without needing the Cluster Manager to intervene on routine issues.

Key Responsibilities

- Sr. Ops Management & Field Oversight Direct management of Sr Ops (one per clinic) daily check-ins, weekly performance review, coaching against KRA/KPI framework Physical clinic visits on a fixed rotation across all 6 locations; unannounced spot-checks in addition to scheduled visits Escalation point for any issue Sr Ops can't resolve at clinic level (staffing gaps, vendor failures, patient complaints, compliance flags) Own hiring/backfill TAT for Sr Ops role itself, in coordination with HR (Ritika)

- Patient Experience Operations Audit patient journey execution at each clinic (intake
- consultation
- therapy delivery
- discharge) against CVRT protocol and SOPs Own clinic-level NPS and complaint resolution TAT; ensure Sr Ops are executing the patient experience standard consistently across all sites, not just the flagship clinic

- Manpower Operations (via Sr Ops) Ensure Sr Ops are maintaining attendance, roster adequacy, and shift coverage at each clinic Cross-clinic staffing view identify patterns (e.g., recurring gaps at one location) that a single Sr Ops might miss Backup staffing plan across clinics for leave clashes/attrition

- Inventory, Equipment & Facility Management Consolidated stock and equipment-uptime view across all clinics; hold Sr Ops accountable for zero stockouts and preventive maintenance adherence Vendor management for facility, equipment, and consumables at the city level negotiate rates/SLAs centrally,



Sr Ops execute locally Facility standard enforcement clinics must read as premium/aspirational across all locations, not just where leadership visits most .

- Process, Compliance & SOP Adherence City-wide compliance tracker (licenses, biomedical waste, fire safety, POSH, labour) Sr Ops report status, Operations Manager owns zero-lapse accountability Ensure Master Clinical Protocol (ICM: Assessment

- Stratification

- Intervention

- Measurement

- Iteration) documentation and outcome-tracking discipline is uniform across all clinics Own and refine SOPs; when one clinic solves a problem well, institutionalize it across all via Sr Ops .

- Reporting to Cluster Manager Own the daily/weekly city-level ops dashboard (footfall, staffing, complaints, stockouts, compliance) across all clinics

- Weekly written report to Cluster Manager: RAG status per clinic, issues resolved at Operations Manager level, issues escalated upward, action plan Success Metrics (First 6 Months) Metric Target Clinic NPS (across all) =85, no single clinic below 80 Stockout incidents Zero Statutory compliance lapses Zero Sr Ops attrition -10% in first 6 months (indicates coaching, not just enforcement) Weekly report to Cluster Manager 100% on-time Equipment downtime resolution -24 hrs

Requirements

- 5-8 years in multi-site operations management with direct people management of location-level managers/supervisors healthcare, diagnostics, wellness chains, retail, or QSR (healthcare/diagnostics preferred)

- Demonstrated experience managing a team of managers (not just individual contributors) across geographically spread sites

- Comfortable with heavy daily travel across Mumbai (own vehicle strongly preferred) Data-literate daily dashboard tracking across 6 sites simultaneously High ownership, low ego

- Bachelor's degree minimum; healthcare administration/operations background a plus .

Nice-to-Have

- Prior experience in a specialty clinic chain, diagnostics chain (Metropolis/Thyrocare-type), or physiotherapy/rehab network Exposure to NABH or clinical compliance frameworks Bilingual Hindi/Marathi/English .

📌 Operations Manager (Andheri)
🏢 Pravaayu Healthcare
📍 Andheri