Business Development & Operations Manager

Stemz Healthcare; Ernakulam; On-site; INR 1,200,000 - 1,400,000; Full time

Job summary

Stemz Healthcare in Kochi, Kerala is seeking a Manager/Sr. Manager Operations to drive end-to-end operations for the medical center, build service excellence, and improve overall performance.

The role will focus on expanding services, optimizing processes, and delivering quality outcomes across diagnostics and related medical services. The position reports to the Regional Head/Business Head/COO and requires strong leadership, collaboration with multiple teams, and hands-on oversight of SOPs,

Qualifications

• Bachelor's degree in healthcare management or related field; postgraduate qualification preferred.
• 6-10 years of managerial experience in healthcare operations.
• Experience in P&L drivers, budgeting, cost management, and business growth initiatives.

Responsibilities

• Drive end-to-end operations for the unit and ensure service delivery across operational areas.
• Improve operational excellence through process reviews, workflow optimization, productivity enhancement, and execution discipline.
• Support P&L performance by improving service volumes, utilization, cost efficiency, and commercial opportunities.

Skills

Managerial experience

Education

Bachelor's degree in healthcare management/related field

Job description

Job Title: Manager/Sr. Manager Operations

Location: Kochi, Kerala

Department: Operations

Reports To: Regional Head / Business Head / Chief Operating Officer

Employment Type: Full-Time

Job Purpose

The Manager/ Sr. Manager Operations is responsible for driving business operations, service excellence, and operational performance for the Medical Center.

The role will contribute to the units financial performance by supporting P&L improvement, attracting business opportunities across diagnostic and related medical services, and identifying expansion opportunities through additional and value-added services.

Reporting Relationships

Direct Reporting To: Regional Head / Business Head / COO.

Direct Reports: Center supervisors, front office or customer service leads, operations coordinators, quality or process leads, and other assigned support staff, depending on organization structure.

Matrix / Functional Coordination: Commercial teams, diagnostics teams, finance, HR, quality, customer service, procurement, administration, and leadership stakeholders.

Key Accountabilities

• Drive end-to-end operations for the business unit and ensure effective, timely, and compliant service delivery across operational areas.
• Improve operational excellence through process reviews, workflow optimization, productivity enhancement, and strong execution discipline.
• Support P&L performance by improving service volumes, utilization, cost efficiency, and commercial conversion across diagnostics and related services.
• Identify and support business opportunities, including partnerships, referral channels, institutional opportunities, and local market growth initiatives.
• Lead the introduction and scaling of new services and value-added offerings to strengthen competitiveness, customer relevance, and revenue potential in the market.
• Ensure strong implementation and adherence to SOPs, operating controls, and quality processes across the unit.
• Oversee customer service performance, complaint handling, escalation management, and service recovery efforts to improve overall customer experience.
• Monitor KPIs and operational dashboards covering revenue, quality, productivity, customer service, turnaround time, utilization, and compliance.
• Lead and develop teams through goal setting, supervision, coaching, problem resolution, and performance management.
• Coordinate with internal and external stakeholders to ensure aligned execution, operational continuity, and service improvement.

Qualifications and Experience

• Bachelors degree in Healthcare Management, Hospital Administration, Business Administration, Life Sciences, or a related field; postgraduate qualification preferred.
• 610 years of relevant managerial experience in healthcare operations, diagnostic services, medical centers, hospital operations, or related healthcare service environments.
• Demonstrated experience in business operations, process improvement, and operational excellence.
• Exposure to P&L drivers, budgeting, cost management, and business growth initiatives.business.
• Experience in customer service management, quality oversight, SOP implementation, and performance monitoring.
• Prior exposure to diagnostics or service expansion initiatives will be an advantage.

Competencies

• Operational leadership.
• Commercial orientation and business acumen.
• Process excellence and quality mindset.
• Customer-centric approach.
• Stakeholder management and collaboration.
• Data-driven decision-making.
• Team leadership and people development.
• Execution focus and accountability.

Performance Measures

• Revenue and contribution to profitability improvement.
• Achievement of operational KPIs.
• Service quality and SOP compliance levels.business.
• Customer satisfaction and complaint resolution outcomes.
• Turnaround time, productivity, and utilization performance.
• New business opportunities supported or generated.

Compensation

1,200,000.08 - 1,400,000.00 per year

Work Location

In person .