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