Deputy Operations Manager

Role & responsibilities :

• Drive centre performance by monitoring B2B/B2C footfalls, conversions, revenue, and profitability.
• Partner with Centre Heads, doctors, pharmacists, and counsellors to improve patient conversions and business outcomes.
• Lead patient counselling initiatives, including financial counselling, treatment guidance, and patient engagement throughout the treatment journey.
• Monitor telecalling activities, patient follow-ups, appointment scheduling, and conversion tracking.
• Enhance patient experience, patient satisfaction, and NPS through effective service delivery and staff training.
• Coordinate with cross-functional teams (Operations, IT, HR, Finance, Marketing, Embryology, Biomedical, etc.) to ensure smooth centre operations.
• Ensure adequate staffing, onboarding, training, and employee productivity.
• Support local marketing initiatives, digital engagement, online reputation management, and business development activities.
• Maintain compliance with SOPs, operational policies, and organizational standards.

Preferred candidate profile

• Graduate/Postgraduate with 5-10 years of experience in healthcare, hospital, IVF, clinic, or centre operations.
• Strong experience in operations management, patient counselling, business performance, and team handling.
• Excellent communication, stakeholder management, and problem-solving skills.