Operations Manager

Pravaayu Healthcare; Mumbai; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Pravaayu Healthcare seeks aSenior City Operations Lead to own day-to-day health of all Mumbai clinics, manage Sr Ops at each clinic, and roll up city performance to the Cluster Manager.

You will bridge on-ground execution and cluster oversight, ensuring every clinic runs to protocol daily without escalations to the Cluster Manager. Role requires strong people leadership, operational rigor, and travel across locations.

Qualifications

• 5–8 years in multi-site operations with direct people management

Responsibilities

• Direct management of Sr Ops across six clinics with city-level oversight
• Maintain city-level ops dashboard (footfall, staffing, stockouts, compliance) and weekly report
• Oversee inventory, equipment, facility management, vendor SLAs across clinics
• Ensure SOPs, compliance, and performance targets (NPS, stockouts, attrition) across all sites

Skills

People management

Operations management

Cross-site leadership

Data-driven decisions

Travel willingness

Education

Bachelor's degree

Tools

MS Excel

Dashboard tools

CRM/ERP systems

Job description

Reports to

Cluster Manager Direct reports: Sr Ops 1 per clinic all clinics in Mumbai

Role Summary

• This person owns day-to-day operational health across all Pravaayu clinics in Mumbai, managing the Sr Ops at each clinic and rolling up city-level operational performance to the Cluster Manager.
• They are the layer between on-ground execution (Sr Ops, clinic staff) and cluster-level oversight the person who ensures every clinic runs to protocol, every day, without needing the Cluster Manager to intervene on routine issues.

Key Responsibilities

• Sr. Ops Management & Field Oversight Direct management of Sr Ops (one per clinic) daily check-ins, weekly performance review, coaching against KRA/KPI framework Physical clinic visits on a fixed rotation across all 6 locations; unannounced spot-checks in addition to scheduled visits Escalation point for any issue Sr Ops can't resolve at clinic level (staffing gaps, vendor failures, patient complaints, compliance flags) Own hiring/backfill TAT for Sr Ops role itself, in coordination with HR (Ritika)
• Patient Experience Operations Audit patient journey execution at each clinic (intake
• consultation
• therapy delivery
• discharge) against CVRT protocol and SOPs Own clinic-level NPS and complaint resolution TAT; ensure Sr Ops are executing the patient experience standard consistently across all sites, not just the flagship clinic
• Manpower Operations (via Sr Ops) Ensure Sr Ops are maintaining attendance, roster adequacy, and shift coverage at each clinic Cross-clinic staffing view identify patterns (e.g., recurring gaps at one location) that a single Sr Ops might miss Backup staffing plan across clinics for leave clashes/attrition
• Inventory, Equipment & Facility Management Consolidated stock and equipment-uptime view across all clinics; hold Sr Ops accountable for zero stockouts and preventive maintenance adherence Vendor management for facility, equipment, and consumables at the city level negotiate rates/SLAs centrally, Sr Ops execute locally Facility standard enforcement clinics must read as premium/aspirational across all locations, not just where leadership visits most .
• Process, Compliance & SOP Adherence City-wide compliance tracker (licenses, biomedical waste, fire safety, POSH, labour) Sr Ops report status, Operations Manager owns zero-lapse accountability Ensure Master Clinical Protocol (ICM: Assessment
• Stratification
• Intervention
• Measurement
• Iteration) documentation and outcome-tracking discipline is uniform across all clinics Own and refine SOPs; when one clinic solves a problem well, institutionalize it across all via Sr Ops .
• Reporting to Cluster Manager Own the daily/weekly city-level ops dashboard (footfall, staffing, complaints, stockouts, compliance) across all clinics
• Weekly written report to Cluster Manager: RAG status per clinic, issues resolved at Operations Manager level, issues escalated upward, action plan Success Metrics (First 6 Months) Metric Target Clinic NPS (across all) =85, no single clinic below 80 Stockout incidents Zero Statutory compliance lapses Zero Sr Ops attrition -10% in first 6 months (indicates coaching, not just enforcement) Weekly report to Cluster Manager 100% on-time Equipment downtime resolution -24 hrs

Requirements

• 5-8 years in multi-site operations management with direct people management of location-level managers/supervisors healthcare, diagnostics, wellness chains, retail, or QSR (healthcare/diagnostics preferred)
• Demonstrated experience managing a team of managers (not just individual contributors) across geographically spread sites
• Comfortable with heavy daily travel across Mumbai (own vehicle strongly preferred) Data-literate daily dashboard tracking across 6 sites simultaneously High ownership, low ego
• Bachelor's degree minimum; healthcare administration/operations background a plus .

Nice-to-Have

• Prior experience in a specialty clinic chain, diagnostics chain (Metropolis/Thyrocare-type), or physiotherapy/rehab network Exposure to NABH or clinical compliance frameworks Bilingual Hindi/Marathi/English .