Regional Operations Manager

Apollo Hospitals; Navi Mumbai; On-site; INR 1,200,000 - 2,200,000; Full time

Job summary

Apollo Hospitals in Navi Mumbai is seeking a senior operations leader to drive preventive health excellence across hospital networks and mobile platforms. You will standardize processes, manage regional performance, and rollout scalable preventive health programs with a strong focus on patient experience.

You will lead cross-functional teams, embed data-driven decision making, and partner with clinical and corporate partners to ensure governance, compliance, and continuous improvement across

Qualifications

• Experience in designing, standardizing, and auditing preventive health workflows.
• Ability to reduce variability and ensure consistent delivery of health checks.
• Strong command of Lean, Six Sigma, Kaizen or Juran methodologies.
• Customer-centric mindset across retail, corporate and international patients.

Responsibilities

• Design and audit preventive health workflows across hospital and clinic networks.
• Lead regional governance for Preventive Health performance.
• Drive KPI achievement for volume, revenue, and experience.
• Operationalize new preventive health programs at scale.
• Map end-to-end patient journeys and design hospitality touchpoints.
• Develop dashboards and scorecards for performance tracking.

Skills

Process excellence

Lean Six Sigma

Customer experience design

Digital transformation

Data dashboarding

Program management

Stakeholder management

Change management

Cross-functional leadership

Communication skills

Job description

Role Summary

The role is responsible for driving operational excellence, standardization, quality, and a superior customer experience across the Preventive Health vertical, while also providing direct operational oversight for an assigned region. This includes central governance of all preventive health programs, multi-site rollout of initiatives, 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

Preferred Skills

CRITICAL COMPETENCIES FOR SUCCESS:

• Process excellence, Lean/Six Sigma, and problem-solving
• Preventive health operational knowledge
• Customer experience design and VOC/NPS analytics
• Digital transformation and workflow automation
• Strong data analysis & dashboarding skills
• Program & project management
• Stakeholder management and cross-functional leadership
• Communication, training & change management
• High customer-centric orientation
• Ability to work in matrix structures and influence without direct authority