Regional Operations Manager

Job description

Process optimization, compliance, and service excellence across hospitals, clinics, and mobile health platforms **1. Operational & Service Excellence & Process Management** \\* Ability to design, standardize, and audit preventive health workflows across hospital and clinic networks. \\* Expertise in reducing variability and ensuring consistent delivery of health checks (retail, corporate, immigrations, Ultra HNIs, mobile units, DGCA, etc). \\* Strong command over Lean, Six Sigma, Kaizen or Juran methodologies \\* Customer Centric Mindset - ability to curate experiences for different segments (retail, corporate, Ultra-HNI, elderly, international patients). \\* Skill in embedding hospitality layers and brand experience at touchpoints. **2. Regional Preventive Health Oversight** \\* Serve as the single-point owner for Preventive Health performance in the assigned region. \\* Conduct regular regional reviews on operations, service metrics, revenue, and compliance. \\* Support unit teams in achieving monthly/quarterly KPIs for volume, revenue, TAT, experience, and documentation. \\* Resolve escalations and operational gaps across units in the region. \\* Conduct periodic regional visits to drive implementation, capability building, and governance. **3. Program Management & Rollout Capability** \\* Proven ability to operationalize new preventive health programs at scale \\* Ability to manage pilots, hyper-care, change management, and enterprise-wide adoption **4. Service Excellence & Patient Experience Design** \\* Competence in mapping end-to-end preventive health customer journeys (pre-arrival registration assessments consults report delivery). \\* Designing and implementing best-in-class hospitality, communication protocols, concierge services, and personalization. \\* Strong understanding of NPS, CSAT, PSat, complaint systems, and structured feedback analytics. **5. Quality Assurance & Compliance** \\* Understanding of healthcare quality standards, documentation completeness, audit readiness. \\* Ability to build and drive internal audits for compliance **6. Data-Driven Decision Making** \\* Ability to create dashboards, daily MIS, turnaround time trackers, and performance scorecards for preventive health. \\* Competence in interpreting operational, customer, and financial metrics for strategic decisions. \\* Understanding of segment wise customer key requirements **7. Technology Adoption & Digital Transformation** \\* Skill in implementing technology solutions like AI or ML-led triage, digital risk assessments, omnichannel appointment systems, and automated communications. \\* Ability to partner with product/IT to embed digital journey enhancements (e.g., pre-check-in, online risk assessments, personalized portals). **8. Stakeholder Management & Cross-Hospital Leadership** \\* Strong influencing skills to drive change in hospital units & clinics without direct reporting lines. \\* Ability to train unit teams, run structured reviews, and resolve escalations swiftly. \\* Collaboration with corporate teams, unit CEOs, clinical heads, and diagnostic partners. **9. Risk Management & Business Continuity** \\* Capability to identify bottlenecks, operational risks, documentation gaps, or safety concerns in health check delivery. \\* Ability to design mitigation plans, incident RCA, CAPA, and process controls. **10. Communication & Training Excellence** \\* Ability to create standard operating procedures, manuals, training content, and competency assessments. \\* Strong skill in coaching unit teamson service, process, and compliance