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Job Title: General Manager

Position Summary The General Manager – Operations is a corporate leadership role responsible for driving operational strategy, excellence, and scale across Hospital multi-city operations. The VP–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 VP – 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 General Manager – 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

- 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, new market entry, and service diversification.

Lead enterprise-level alignment across functions to embed performance culture and operational agility.

- 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.

- 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.

- 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.
- 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.

- 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.
- 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.

Span of Control

Nature

Amount

Budget responsibilities

Full ownership of Operational Budgets & P&L;

Revenue responsibilities

Across cities, formats, and verticals

Headcount

500+ (including indirect teams across cities)

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

Solid 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-Hospital (Bengaluru)
🏢 InfoWryt Solutions
📍 Bengaluru