General Manager Operations

Position Summary

The General Manager Operations is a corporate leadership role responsible for driving operational strategy, excellence, and scale across KITES Senior Cares multi-city operations. The GM –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 GM – 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 GM – 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.

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