Chief Operating Officer (COO) | Healthtech/ Insuretech| Mumbai

Chief Operating Officer (COO)| Pre- Series- B Funded Company

Location: Mumbai

Experience: 15+ years

About the Opportunity

We are working with a large HealthTech company operating at the intersection of healthcare and financial services, with a strong track record of serving 25M+ customers over the last 15 years.

The organisation is at an exciting stage of scaling its operations and is looking for a Chief Operating Officer (COO) to lead its large, complex, technology-enabled operations across multiple business lines.

This is a high-volume, high-velocity leadership role, with responsibility for 200+ personnel and pan-India operations spanning 1,200 cities. The mandate is to build greater operating rigor, leverage technology to drive efficiency, and create scalable processes that deliver consistently high customer experience, quality and turnaround times.

The Role

The COO will own end-to-end operations across five key business lines:

• Insurance Medicals
• Tele-medicals
• Corporate Health Benefits
• Teleconsultations
• OPD Insurance

The role will involve managing a diverse operating ecosystem including contact centre teams, doctors, operations teams and technology-enabled delivery processes at a hyperlocal level across 1,200 cities.

Key Responsibilities

• Own end-to-end operations across all five business lines and drive consistent execution at scale.
• Build and institutionalise high-volume, high-velocity operating models, processes and controls.
• Leverage technology to automate, digitise and streamline operations, with a strong focus on improving efficiency and reducing costs.
• Drive a strong customer-centric culture, with customer experience embedded into processes, technology and operating metrics.
• Own operational KPIs across volume, velocity, quality and turnaround time (TAT).
• Identify operational bottlenecks and lead continuous improvement initiatives.
• Take ownership of the P&L for the operations function and work closely with Finance.
• Partner closely with Sales, Technology, Medical Network and Client/Account teams to ensure seamless delivery.
• Build, mentor and lead a high-performing operations leadership team.
• Ensure adherence to quality standards, compliance requirements and SLAs across business lines.
• Work closely with the senior leadership team on operating strategy and key business priorities.

What We're Looking For

We are looking for a high-energy, hands-on and execution-oriented operator who has demonstrated the ability to build and manage complex, high-throughput operations at scale.

The ideal candidate will have:

• 15+ years of experience with significant experience leading large-scale operations.
• A strong track record of using technology as a lever to transform and scale operations, improve productivity and reduce costs.
• Experience managing multiple business lines, verticals and stakeholder groups.
• Strong cross-functional leadership skills and the ability to work closely with Sales, Technology, Medical Network, Client and Finance teams.
• Experience in Healthcare, Insurance, HealthTech or comparable high-volume service businesses would be preferred.
• A proven ability to operate effectively in fast-paced, high-velocity environments.
• An MBA or equivalent professional qualification would be preferred.

Why This Role

This is an opportunity to take ownership of a large, multi-business operations charter at a company with significant scale, an extensive pan-India footprint and a strong technology orientation.

The role offers the opportunity to shape the next phase of operational growth by building systems, processes and teams that can support the business as it scales further.