Job Summary:

The General Manager – Operations is responsible for ensuring seamless day-to-day functioning of all non-clinical operations in the hospital. This role is key to driving operational efficiency, cost-effectiveness, quality service delivery, and regulatory compliance (including NABH standards) across departments.

Key Responsibilities:

Hospital Operations Management:

• Oversee and manage all non-clinical operational departments including Front Office, Billing, Housekeeping, Security, F&B, Maintenance, Transport, and Facility Management.

• Monitor departmental KPIs to ensure consistent quality and efficiency in hospital services.

• Coordinate with clinical and administrative teams to support smooth patient flow and operational excellence.

Compliance & Quality Assurance:

• Ensure adherence to NABH accreditation standards and participate in audits, documentation, and compliance-related activities.

• Drive continuous quality improvement initiatives in line with healthcare best practices.

• Ensure compliance with statutory requirements related to fire safety, biomedical waste, licensing, and insurance.

Customer Experience & Satisfaction:

• Enhance patient satisfaction through structured feedback mechanisms, grievance redressal systems, and proactive service monitoring.

• Create SOPs to standardize services and improve patient and visitor experience across all touchpoints.

Strategic Planning & Cost Optimization:

• Plan and manage operational budgets for the hospital in collaboration with finance.

• Implement cost-saving measures while maintaining high service standards.

• Evaluate vendor performance and ensure cost-effective procurement and facility support services.

Team Management & Leadership:

• Lead and motivate a team of department heads and operational staff to achieve performance targets.

• Provide training and development opportunities for staff skill enhancement and policy compliance.

• Build a strong culture of ownership, accountability, and service orientation.

Requirements:

• Qualification: Graduate in any discipline; Master's in Hospital Administration (MHA/DHA) or MBA (Operations/Healthcare) preferred.

• Experience: Minimum 12–15 years of experience in hospital operations; 5+ years in a senior operations role.

• Industry Preference: Experience in multi-specialty or NABH-accredited hospitals is essential.

• Skills:

  • Strong operational planning and execution skills

  • Excellent communication and interpersonal abilities

  • Leadership and team management

  • Analytical thinking and problem-solving

  • Familiarity with healthcare compliance and accreditation