Position Summary

The General Manager Operations is a corporate leadership role responsible for driving operational strategy, excellence, and scale across KITES Senior Cares multi-city operations. The GM –Operations leads the Regional Managers and Centre Heads to ensure seamless execution, high-quality care delivery, and alignment to the organization’s mission and growth ambitions.

The incumbent provides strategic guidance, leads cross-functional collaboration, and ensures a high-performing, values-driven operational ecosystem. The GM – Operations also acts as the key custodian of care standards, resident experience, financial performance, and people leadership across the organization.

Reporting Lines

In this position of GM – Operations, you will report to the Co-Founder, Director & Group COO or an executive nominated by the Management. The Company reserves the right to revise your reporting structure and responsibilities as required.

Key Interactions

Internal
• Regional Managers
• Centre Heads
• Clinical Heads
• Corporate Teams – HR, Finance, Projects, Quality, IT

External
• Healthcare Networks and Hospitals
• Vendors and Service Providers
• Statutory and Regulatory Bodies
• Partners, Investors, and Industry Stakeholders
• Residents and Families (as needed for escalations or strategy input)

Core Responsibilities

1. Strategic Leadership & Planning

- Develop and execute operational strategies aligned with business goals and expansion plans.
• Drive long-term planning and scenario building for regional and national operations.
• Oversee capacity planning, current market entry, and service diversification.
• Lead enterprise-level alignment across functions to embed performance culture and operational agility.

2. Oversight of Regional & Centre Operations

- Direct and support Regional Managers in overseeing city-wise operations and KPIs.
• Ensure seamless functioning across facilities,



homecare, and support services.
• Set operational governance standards—dashboards, MIS, performance reviews, and escalation frameworks.
• Drive execution excellence and hold Regional Managers accountable for compliance and outcomes.

3. Quality, Compliance & Resident Experience

- Ensure adherence to care quality standards (e.g., NABH), safety protocols, and operational SOPs.
• Champion voice of customer through structured feedback, grievance redressal, and NPS reviews.
• Drive a service excellence culture that balances clinical outcomes with empathetic care.
• Institutionalize organization-wide audits, quality metrics, and incident tracking systems.

4. Financial & Resource Management

- Own and drive operational P&L; for the vertical, with focus on cost efficiency and growth margins.
• Lead annual budgeting, variance analysis, and financial monitoring with the Finance team.
• Oversee shared services, central procurement, vendor contracts, and infrastructure utilization.

5. People Leadership & Capability Building

- Lead and mentor Regional Managers and key corporate operations team members.
• Design and execute leadership development, performance management, and succession planning frameworks.
• Build a culture of ownership, empowerment, and outcome-driven performance across units.
• Drive talent engagement, especially at frontline and managerial levels in facilities and homecare.

6. Process Excellence & Technology Integration

- Drive operational transformation initiatives—Lean, Six Sigma, automation,



workflow redesign.
• Lead adoption of technology platforms (CRM, EHR, HRMS, ERP) to enhance decision-making and efficiency.
• Foster a culture of innovation, experimentation, and continuous learning.

7. External Relations & Ecosystem Engagement

- Represent the organization in industry bodies, regulatory forums, and healthcare alliances.
• Build and sustain relationships with external stakeholders—government, partners, referral networks.
• Ensure timely compliance with licensing, legal, and accreditation requirements across units.
• Support investor presentations and updates with operational insights and dashboards.

Work Complexities

- Multi-city oversight with diverse service lines and formats (residential, transitional, homecare).
• High dependency on clinical and non-clinical coordination.
• Need to balance profitability, regulatory compliance, and service empathy.
• Requires agility in scaling operations while preserving personalized care experience.

Profile

Knowledge and Experience

- MBA or Master’s in Healthcare Management, Operations or related field
• 15+ years of experience with at least 5 years in leadership roles across multi-unit operations
• Background in healthcare, hospitality, eldercare, or service-intensive sectors preferred
• Strong business acumen, analytical mindset, and stakeholder management skills
• Hands-on experience in scaling operations, setting up new locations, and managing change

Competencies

- Strategic thinker with operational depth
• Inclusive and values-driven leadership style
• Excellent interpersonal, coaching, and communication skills
• Strong data orientation with ability to drive performance via metrics
• Empathetic, ethical, and passionate about elder care
• Resilient and comfortable with ambiguity and rapid scale

📌 General Manager Operations (Bengaluru)
🏢 Lifebridge Group
📍 Bengaluru