Head – Operations Excellence & Business Intelligence

Role: Head – Operations Excellence & Business Intelligence

Reports to: Chief Operating Officer

Location: Whitefield, Bengaluru | On-site / Operations Floor

Company Description

Teleradiology Solutions (TRS) is a pioneer in teleradiology, delivering round-the-clock diagnostic radiology reporting and support to hospitals and healthcare providers across India, the US, and other global markets. Founded in 2002 by two Yale-trained physicians and headquartered in Ardmore, PA, TRS today serves over 150 hospitals across 21 countries. The company pairs a network of board-certified radiologists — including ABR-certified specialists — with technology-driven workflows and its AI-enabled arm, dAIgnostiX, to deliver fast, accurate, and reliable imaging interpretation. dAIgnostiX is based out of Bengaluru (Whitefield). TRS/dAIX also maintains an active academic focus (www.radguru.net) and ongoing research interests, including AI in radiology.

The Opportunity

TRS is scaling rapidly, with an ambition to significantly increase daily reading capacity while maintaining high standards of quality, turnaround time and customer experience.

As we scale, we need to move from fragmented, function-specific ways of managing processes and performance to a common operating system for execution — with clear processes, transparent KPIs, disciplined review rhythms and rapid problem-solving.

We are looking for a young, high-energy, hands-on builder to establish and lead this capability.

This is not a traditional PMO role focused on project reports, PowerPoint presentations or following up on action trackers. You will work directly with operating teams, spend significant time on the floor, understand how work actually flows, identify bottlenecks, build the tools and processes required to fix them, and personally drive implementation.

You will work closely with the COO and operating leaders across Production Operations, ABR Experience and Customer Management.

What You Will Own

1. Build the TRS Operations Management System

Create a common methodology for managing operational improvement across functions, replacing fragmented trackers and review mechanisms with:

Standard operating and improvement methodology

Common project and action tracking

Clearly defined owners, milestones and escalation mechanisms

Standard daily, weekly and monthly operating reviews

Consistent problem-solving using Lean / Six Sigma principles

Clear visibility of progress, risks, bottlenecks and outcomes

The expectation is to build and establish the system, not simply recommend it.

2. Build the Operations KPI & Performance Dashboard

Own the design, development and ongoing management of a live operations dashboard covering key dimensions such as:

Productivity and throughput

RVUs / readings per day and leading indicators

ABR capacity and utilization

SLA / turnaround-time performance

Customer escalations

Employee / ABR satisfaction

Improvement-project performance

The successful candidate should be comfortable going beyond defining dashboard requirements and should be capable of building the first working version personally.

3. Establish Daily Management Discipline

Design and run the operating cadence across the key operating functions. This includes:

Daily operational reviews

Weekly performance and improvement reviews

Monthly business reviews

Clear escalation mechanisms

Action tracking and closure

Identification of emerging risks before they become operational issues

The role is responsible for the quality and effectiveness of these reviews, not simply scheduling meetings and circulating minutes.

4. Own the End-to-End Value Stream

Develop and continuously improve the end-to-end value stream for diagnostic interpretation:

Client order → Assignment → Case loading → Reading → Proofing → Sign-out → Delivery

Identify and quantify:

Bottlenecks

Queues and waiting time

Capacity constraints

Rework

Handover losses

Routing / assignment inefficiencies

Root causes of SLA and customer issues

You should be able to conduct a Gemba walk, map the process, analyse the data and translate the findings into practical interventions.

5. Turn Pilots into Scaled Operating Practices

A key part of the role will be taking successful improvement pilots and converting them into repeatable, scalable operating processes. For example, where a routing or assignment intervention demonstrates measurable improvement at one site or for one workflow, you will:

Understand why it worked

Standardize the process

Define the SOP and controls

Build the tracking mechanism

Train the teams

Pilot and measure

Scale across the organization

Monitor sustainability

You will work directly with the people performing the work — including assigners, case loaders, readers and proofers — rather than managing implementation remotely through presentations.

6. Build the Team and Process Owner Network

Build a small, high-calibre central team covering:

Process excellence / Lean methodology

Performance management and analytics

Project execution

In parallel, establish a network of embedded process owners / improvement champions across the operating functions. The objective is to create a small, highly capable central hub that enables improvement across the entire organization, rather than a large PMO.

7. Drive Cross-Functional Execution

The role will work closely with Technology / AI, Quality, Credentialing and other support functions whose actions can directly affect operational performance. You will identify dependencies, establish clear ownership, drive commitments and escalate unresolved issues through the appropriate channels.

This requires the ability to influence without formal authority and build credibility with operating and functional leaders.

The Profile

We are looking for someone who is: young, energetic, analytical, hands-on, curious, highly organized, data-driven, comfortable with ambiguity.

More importantly, you should be a builder rather than an advisor. You should have demonstrated experience in:

Building a process, operating mechanism, tracker, dashboard or PMO capability from the ground up

Personally driving an improvement initiative from problem identification through implementation

Using Lean / Six Sigma or structured problem-solving methods in a real operating environment

Taking a pilot or improvement idea and scaling it into standard operating practice

Working directly with frontline teams to change how work gets done

Managing multiple priorities and stakeholders in a fast-moving environment

Driving outcomes without relying on formal authority

Lean / Six Sigma

A Lean Six Sigma Green Belt or Black Belt is preferred. The certification itself is less important than demonstrated application of:

Value stream mapping

Root-cause analysis

Process mapping

Waste identification

Capacity analysis

Standard work

Continuous improvement

Data-driven problem solving