General Manager-Hospital

JOB DESCRIPTION :-

Job Title: General Manager

Position Summary

The General Manager – Operations is a corporate leadership role responsible for driving operational strategy, excellence, and scale across Hospital multi-city operations. The VP–Operations leads the Regional Managers and Centre Heads to ensure seamless execution, high-quality care delivery, and alignment to the organization’s mission and growth ambitions.

The incumbent provides strategic guidance, leads cross-functional collaboration, and ensures a high-performing, values-driven operational ecosystem. The VP – Operations also acts as the key custodian of care standards, resident experience, financial performance, and people leadership across the organization.

Reporting Lines

In this position of General Manager – Operations, you will report to the Co-Founder, Director & Group COO or an executive nominated by the Management. The Company reserves the right to revise your reporting structure and responsibilities as required.

Key Interactions

• Internal
• * Regional Managers
• * Centre Heads
• * Clinical Heads
• * Corporate Teams – HR, Finance, Projects, Quality, IT

• External
• * Healthcare Networks and Hospitals
• * Vendors and Service Providers
• * Statutory and Regulatory Bodies
• * Partners, Investors, and Industry Stakeholders
• * Residents and Families (as needed for escalations or strategy input)

Core Responsibilities

1. Strategic Leadership & Planning

• * Develop and execute operational strategies aligned with business goals and expansion plans.
• * Drive long-term planning and scenario building for regional and national operations.
• * Oversee capacity planning, new market entry, and service diversification.
• * Lead enterprise-level alignment across functions to embed performance culture and operational agility.

2. Oversight of Regional & Centre Operations

• * Direct and support Regional Managers in overseeing city-wise operations and KPIs.
• * Ensure seamless functioning across facilities, homecare, and support services.
• * Set operational governance standards—dashboards, MIS, performance reviews, and escalation frameworks.
• * Drive execution excellence and hold Regional Managers accountable for compliance and outcomes.

3. Quality, Compliance & Resident Experience

• * Ensure adherence to care quality standards (e.g., NABH), safety protocols, and operational SOPs.
• * Champion voice of customer through structured feedback, grievance redressal, and NPS reviews.
• * Drive a service excellence culture that balances clinical outcomes with empathetic care.
• * Institutionalize organization-wide audits, quality metrics, and incident tracking systems.

4. Financial & Resource Management

• * Own and drive operational P&L for the vertical, with focus on cost efficiency and growth margins.
• * Lead annual budgeting, variance analysis, and financial monitoring with the Finance team.
• * Oversee shared services, central procurement, vendor contracts, and infrastructure utilization.

5. People Leadership & Capability Building

• * Lead and mentor Regional Managers and key corporate operations team members.
• * Design and execute leadership development, performance management, and succession planning frameworks.
• * Build a culture of ownership, empowerment, and outcome-driven performance across units.
• * Drive talent engagement, especially at frontline and managerial levels in facilities and homecare.

6. Process Excellence & Technology Integration

• * Drive operational transformation initiatives—Lean, Six Sigma, automation, workflow redesign.
• * Lead adoption of technology platforms (CRM, EHR, HRMS, ERP) to enhance decision-making and efficiency.
• * Foster a culture of innovation, experimentation, and continuous learning.

7. External Relations & Ecosystem Engagement

• * Represent the organization in industry bodies, regulatory forums, and healthcare alliances.
• * Build and sustain relationships with external stakeholders—government, partners, referral networks.
• * Ensure timely compliance with licensing, legal, and accreditation requirements across units.
• * Support investor presentations and updates with operational insights and dashboards.

Work Complexities

• * Multi-city oversight with diverse service lines and formats (residential, transitional, homecare).
• * High dependency on clinical and non-clinical coordination.
• * Need to balance profitability, regulatory compliance, and service empathy.
• * Requires agility in scaling operations while preserving personalized care experience.

Span of Control

Nature

Amount

Budget responsibilities

Full ownership of Operational Budgets & P&L

Revenue responsibilities

Across cities, formats, and verticals

Headcount

500+ (including indirect teams across cities)

Profile

Knowledge and Experience

• * MBA or Master’s in Healthcare Management, Operations or related field
• * 15+ years of experience with at least 5 years in leadership roles across multi-unit operations
• * Background in healthcare, hospitality, eldercare, or service-intensive sectors preferred
• * Strong business acumen, analytical mindset, and stakeholder management skills
• * Hands-on experience in scaling operations, setting up new locations, and managing change

Competencies

• * Strategic thinker with operational depth
• * Inclusive and values-driven leadership style
• * Excellent interpersonal, coaching, and communication skills
• * Strong data orientation with ability to drive performance via metrics
• * Empathetic, ethical, and passionate about elder care
• * Resilient and comfortable with ambiguity and rapid scale