General Manager Operations

Berkowits Hair & Skin Clinics; Delhi; On-site; INR 4,200,000 - 6,800,000; Full time

Job summary

Berkowits Hair & Skin Clinic is seeking a General Manager – Operations to lead the end-to-end operations of its 46+ clinics across India. The role requires a strong multi-unit operations background, drive for revenue growth, SOP adherence, and cost optimization, with extensive travel across the clinic network.

The ideal candidate will manage regional leaders, implement standardized processes, monitor KPIs, and ensure superior patient experiences while driving automation and sustainability across

Qualifications

• 12–18+ years of multi-location operations experience.
• Experience managing 25+ outlets/centers/branches is mandatory.
• Industry exposure in Healthcare, Retail, Hospitality, or other large multi-unit formats.

Responsibilities

• Oversee end-to-end operations of 46+ clinics, ensuring SOP adherence and cost control.
• Drive revenue growth and improve clinic-level P&L performance.
• Standardize customer engagement and patient journey across all centers.
• Lead Regional Managers, Cluster Heads, and Clinic Managers with accountability.
• Drive process automation, ERP discipline, and regular operational audits.
• Prepare monthly dashboards and contribute to annual budgeting and strategy.

Skills

Multi-Unit Leadership

Financial Acumen

Data‑driven decision making

Process orientation

Change management

Crisis management

Stakeholder management

Ownership mindset

Education

MBA / PGDM

Job description

Company: Berkowits Hair & Skin Clinic

Location: Head Office (Extensive travel across clinic network)

Reports To: Director / CEO

About The Company

Berkowits Hair & Skin Clinic is a leading chain of advanced hair and skin treatment clinics with 46+ centers across India. The organization specializes in dermatology, cosmetology, hair restoration, and aesthetic treatments, delivering high-quality clinical outcomes and exceptional patient experiences.

Job Title: General Manager – Operations

Role Summary

The General Manager – Operations will be responsible for end-to-end operational leadership of 46+ clinics, ensuring standardized processes, revenue growth, service excellence, compliance, cost optimization, and team performance. The role requires a strong multi‑unit operations leader capable of driving performance across geographically dispersed centers.

Key Responsibilities

• Multi-Unit Operations Management
• Oversee daily operations of 46+ clinics across regions.
• Ensure SOP adherence and operational consistency across all centers.
• Drive clinic-level P&L performance and accountability.
• Monitor key KPIs including revenue, conversion rates, ARPU, footfall, repeat ratio, cost control, and profitability.

Revenue & Business Growth

• Partner with Sales and Marketing to improve conversions and patient acquisition.
• Identify underperforming centers and implement turnaround strategies.
• Optimize capacity utilization and treatment mix.
• Support expansion readiness for new clinics.

Service Excellence & Patient Experience

• Ensure superior patient journey standards across all touchpoints.
• Monitor patient satisfaction metrics and grievance resolution.
• Standardize customer engagement practices across clinics.

Team Leadership & People Management

• Lead Regional Managers, Cluster Heads, and Clinic Managers.
• Build a high-performance culture with accountability.
• Develop succession planning and leadership pipeline.
• Conduct regular performance reviews and operational audits.

Process & Compliance

• Ensure compliance with medical, legal, and regulatory requirements.
• Implement operational audits and quality checks.
• Standardize inventory management and vendor control processes.
• Drive automation and ERP discipline across clinics.

Cost Optimization

• Monitor clinic-level costs including manpower, consumables, rentals, and utilities.
• Improve EBITDA margins across centers.
• Negotiate vendor contracts centrally.

Reporting & Strategy

• Prepare monthly operational dashboards for leadership.
• Participate in annual operating plans and budgeting.
• Contribute to long‑term strategic growth roadmap.

Candidate Profile

• Experience: 12–18+ years of experience in multi‑location operations.
• Experience managing 25+ outlets/centers/branches is mandatory.
• Industry experience can include Healthcare, Retail, Hospitality, QSR, Fitness, Diagnostics, or other large multi‑unit formats.
• Strong exposure to P&L management is essential.

Education

• MBA / PGDM (preferred).
• Healthcare management exposure is an advantage.

Key Competencies

• Multi‑unit leadership
• Strong financial acumen
• Data‑driven decision‑making
• Process orientation
• Change management
• Crisis management
• Excellent stakeholder management
• High ownership mindset

Compensation

Competitive salary with performance‑linked incentives and leadership‑level benefits.