Key Responsibilities

Business Focus :

- Contribute to the formulation of the Business strategy & Annual plan.
- Develop quarterly plans at the Unit level, based on the Annual Budget to define milestones, enabling achievement of goals.
- Plan for Revenue Budget achievement through specific action steps – ensure pricing and packages are profitable - follow through to target achievement.
- With Sales & Marketing, calendarize revenue generating activities, to ensure steady pipeline of potential customers, visiting consultants within catchment and peripheral areas.
- Monitor outcomes of Sales activities, ensuring ROI.
- Seek additional routes to build revenue streams – related services, new product line.
- Build OP footfall; track and minimise leakage.
- Enhance profitability through achieving revenue targets and cost optimization; track and ensure minimal delay in receivables.
- Prevent financial leakage by monitoring controls minutely – credit billing, inventory management, SCM, payouts, operational costs.

Operational Focus:

- Lead & manage the teams at the facilities to deliver on organizational goals - encourage outstanding performance; provide effective & timely feedback to enhance output.
- Support Centre Head in managing operations of the hospital (P&L;, Processes, Cost Optimization, Budgeting, CAPEX Management); interface with Corporate verticals, Consultants and external agencies as required.
- Ensure standards of practice – customer experience management, people handling, vendor management – are maintained.
- Ensure adherence and implementation of policies and SOPs.
- Address operational bottlenecks - infrastructure issues, manpower - expedite decision-making across various teams by presenting the impact of the issue through data extrapolation along with possible workaround & solution.
- Ensure standards of clinical governance and quality are aligned; work with Medical Services to track and implement protocols.




- Monitor automation projects, measure productivity - TAT improvement, improved operational efficiency and customer satisfaction.
- Conduct internal process audits to ensure processes are effective and people friendly.
- Re-engineer, if required, based on operational & customer feedback. Monitor implementation.
- Overall administration - preparing budget, planning capital items/ equipment, expansion; manpower requirement; Inventory Management for optimization of equipment, material and manpower, budget compliance.

People Focus:

Clinician Engagement

- Build and sustain Consultant engagement, involving them in standards of clinical care adherence, value proposition fulfilment, and positive customer experience.
- Drive Clinician empanelment, on-boarding talent that will add value to the product line and quality of clinical services.

Customer

- Co create the Service Experience Plan, commit to implementing the experience differentials, and ensure Units comply with the proposition.
- Measure customer feedback through multiple channels including conversations with OP & IP customers to understand real-time, their expectations and inputs.
- Strive to raise the bar through service innovations, value-adds, experience enhancements.
- Enable Units to be service focused, address challenges that hamper service delivery.
- Ensure Units service scores are on target.

Employee

- Contribute to building and sustaining a customer centric, high performance Culture through transparent & fair people practices.
- Lead the Rewards and Recognition Program – ensure outstanding performance is celebrated in a timely manner.
- Inspire, motivate and encourage teams to outperform.
- Develop talent pipeline, provide opportunities for growth and learning.

Required Education:

Master/Post-graduation: MBA/MHA

Experience:

10+ years of experience, with 5 years in handling:

P&L; EBIDTA; Revenue Generation; Operations Management; Service Delivery Management; People and Teams

📌 Centre Head/Facility Director (Bengaluru)
🏢 Motherhood
📍 Bengaluru