Operations Manager- Field

The Operations Manager is responsible for overseeing the day-to-day operations of the 108 Ambulance Services, ensuring timely emergency response, efficient fleet utilization, regulatory compliance, and high-quality patient care. The role involves managing ambulance operations, field staff, control room coordination, performance monitoring, stakeholder engagement, and continuous process improvement to meet service-level agreements (SLAs) and key performance indicators (KPIs).

Role & responsibilities

• Manage daily operations of the 108 Ambulance Services across assigned districts or regions.
• Ensure ambulances are available, operational, and strategically deployed to meet emergency response requirements.
• Monitor response times, turnaround times, and service quality to achieve contractual KPIs and SLAs.
• Coordinate with the Emergency Response Centre (ERC) for efficient ambulance dispatch and case management.
• Ensure uninterrupted 247 ambulance operations.
• Lead, supervise, and motivate Operations Executives, District Coordinators, EMTs, Pilots (Drivers), and support staff.
• Plan manpower deployment, duty rosters, and shift management.
• Conduct regular team meetings, field visits, and performance reviews.
• Identify training needs and support staff development and competency enhancement.
• Monitor ambulance availability, preventive maintenance schedules, and vehicle uptime.
• Coordinate with maintenance teams to minimize vehicle downtime.
• Ensure ambulances are equipped with functional medical equipment, consumables, and emergency supplies.
• Maintain compliance with vehicle safety and roadworthiness standards.
• Ensure compliance with government guidelines, organizational SOPs, clinical protocols, and statutory regulations.
• Monitor documentation, patient records, and operational reports for accuracy.
• Conduct operational audits and implement corrective and preventive actions.
• Ensure infection prevention and control measures are followed.
• Analyze operational data and prepare daily, weekly, and monthly MIS reports.
• Monitor KPIs such as:
• Response Time
• Vehicle Utilization
• Fleet Availability
• Case Completion Rate
• Staff Attendance
• Patient Satisfaction
• Implement improvement initiatives based on performance analysis.
• Liaise with government health departments, hospitals, police, fire services, district administration, and other emergency response agencies.
• Address escalations and resolve operational issues promptly.
• Participate in disaster preparedness activities and emergency response planning.
• Monitor operational costs and optimize resource utilization.
• Ensure efficient use of fuel, medical supplies, and operational resources.
• Support budgeting and cost-control initiatives.
• Coordinate ambulance deployment during mass casualty incidents, disasters, epidemics, and public health emergencies.
• Ensure business continuity through contingency planning and emergency preparedness.