Key Responsibilities

1. Business &

- Operations Management

- Oversee the overall day-to-day operations of NIO and its centres.
- Establish systems, processes and SOPs to ensure consistent operational standards.
- Monitor centre-wise performance and identify operational gaps and opportunities.
- Ensure smooth coordination between doctors, clinical teams, front office, diagnostics, administration and support functions.
- Drive operational efficiency, productivity and cost optimisation.
- Develop and implement processes that can be replicated across new centres.

2.

Business

Growth &

• Revenue

- Develop and execute strategies to achieve centre-wise revenue and business targets.
- Identify opportunities to increase OPD footfall, consultations, diagnostics, surgeries and other relevant service volumes.
- Analyse centre-wise performance and develop corrective action plans.
- Work closely with the marketing team to convert marketing initiatives into measurable business outcomes.
- Identify opportunities for new services, partnerships, referral networks and business development.
- Support the launch and ramp-up of new NIO centres.

3.

Centre Performance

Management

- Take ownership of performance across individual NIO centres.
- Track KPIs including:
- OPD footfall
- New vs. returning patients
- Consultation volumes
- Diagnostics volumes
- Surgery conversions
- Revenue per centre
- Lead-to-appointment conversion
- Appointment-to-visit conversion
- Patient retention
- Patient satisfaction
- Prepare regular performance dashboards and management reports.
- Conduct periodic centre reviews and implement performance improvement plans.

4.

Patient

Experience

- Ensure a consistent, patient-centric experience across all touchpoints.
- Monitor patient feedback, complaints and escalations.
- Establish systems for timely grievance resolution.
- Improve patient journey from enquiry and appointment through consultation, diagnostics, treatment and follow-up.
- Identify opportunities to improve service quality, waiting times and overall patient satisfaction.

5. Team Leadership

- Lead and coordinate centre heads, administrative teams and support functions.
- Set transparent KRAs, KPIs and performance expectations for teams.
- Work with HR on recruitment, training, manpower planning and employee performance.




- Build a culture of accountability, collaboration and service excellence.
- Identify high-potential employees and support leadership development.

6. Doctor &

• Stakeholder Coordination

- Maintain strong working relationships with consultants, surgeons and clinical leadership.
- Coordinate with doctors to understand operational requirements and improve centre performance.
- Facilitate effective communication between clinical and non-clinical teams.
- Build relationships with referral partners, corporates, institutions and other relevant stakeholders.

7. Finance & • Cost Management

- Work with the finance team to monitor revenue, expenses and centre-level profitability.
- Prepare and monitor operating budgets.
- Identify opportunities for cost optimisation without compromising patient care or service quality.
- Review financial and operational MIS regularly.
- Support management in business planning and forecasting.

8. Quality, Compliance & • Accreditation

- Ensure adherence to applicable healthcare regulations, internal policies and quality standards.
- Support NABH/JCI and other accreditation-related processes, wherever applicable.
- Ensure timely completion of audits, documentation and corrective actions.
- Coordinate with relevant teams on patient safety, risk management and compliance requirements.

9. Marketing & • Business Development Coordination

- Work closely with the marketing and communications team to align marketing activity with business objectives.
- Evaluate campaign performance from a business perspective, including enquiries, appointments and conversions.
- Identify centre-specific visibility and growth opportunities.
- Support corporate tie-ups, health camps, referral initiatives and strategic partnerships.

10.

New Centre

Launch &

• Expansion

- Lead operational readiness for new NIO centres.
- Coordinate with project, clinical, HR, procurement,



marketing and administration teams before launch.
- Develop launch plans covering manpower, processes, vendors, patient journey and business targets.
- Establish a 30/60/90-day performance plan for new centres.
- Monitor ramp-up and implement corrective measures where required.

Key Performance IndicatorsThe General Manager will be measured on:

- Centre-wise revenue growth
- OPD and patient footfall growth
- Consultation and surgery conversion
- Centre profitability
- Patient experience and satisfaction
- Operational efficiency
- Lead-to-appointment and appointment-to-visit conversion
- Staff productivity and retention
- Cost optimisation
- New centre ramp-up
- Compliance and quality performance
- Achievement of annual business targets

Candidate ProfileEducation

- Bachelor's degree in any relevant discipline.
- MBA / MHA / PGDM in Healthcare or Hospital Management preferred.

Experience

- 10–15+ years of relevant experience in hospital/healthcare operations, business management or a similar leadership role.
- Experience in ophthalmology, multispecialty hospitals, healthcare chains or clinic networks will be preferred.
- Candidates with demonstrated experience managing multiple centres or business units will be preferred.

Skills & Competencies

- Strong business and operational acumen
- Leadership and people-management skills
- Financial and commercial understanding
- Strategic planning and execution
- Strong analytical and problem-solving ability
- Excellent communication and stakeholder-management skills
- Patient-centric approach
- Ability to manage cross-functional teams
- Strong understanding of healthcare operations and quality systems
- Data-driven decision-making

Ideal CandidateWe are looking for a hands-on healthcare leader who can move beyond managing routine operations and take ownership of business performance, people, patient experience and growth.

The ideal candidate should be comfortable working closely with doctors and senior management, analysing numbers, solving operational challenges, building teams and turning strategic objectives into measurable results.

If you are an experienced healthcare leader ready to play a key role in shaping the next phase of NIO's growth, we would like to hear from you.

📌 General Manager (Pune)
🏢 NIO Super Speciality Eye Care
📍 Pune