Job Title: Head of Operations (Execution)
Location
Chandigarh (Head Office)
Reports To
Chief business officer
Role Summary
We are looking for an execution-driven Head of Operations who believes that “execution is everything.”
This is not a strategy-only or reporting role. We are looking for someone who takes complete ownership of execution across all backend and operational functions, ensures every commitment is delivered on time, drives accountability, removes bottlenecks, and builds systems that enable the organization to scale.
The ideal candidate is highly organized, detail-oriented, data-driven, and comfortable managing multiple departments simultaneously while maintaining speed, discipline, and operational excellence.
Key Responsibilities
1. End-to-End Operational Execution
- Own execution across all operational and backend departments.
- Ensure every operational task is completed within defined timelines.
- Drive daily accountability across department heads.
- Eliminate execution gaps and delays.
- Maintain operational discipline throughout the organization.
2. Team Leadership
Lead and coordinate the execution of:
- Appointment Calling Team
- Customer Support Team
- CRM Operations
- Backend Operations
- Dispatch & Logistics
- Inventory & Procurement
- Administration
- Clinic Operations Coordination
- Quality & Audit Functions
Ensure every department works as one integrated system.
3. Performance Management
- Define KPIs for every department.
- Review dashboards daily.
- Conduct structured daily and weekly performance reviews.
- Identify gaps and implement corrective actions immediately.
- Improve productivity across teams.
4. Process & SOP Management
- Develop, implement, and continuously improve SOPs.
- Standardize operations across all clinics and departments.
- Conduct regular operational audits.
- Ensure compliance with company processes.
5. Cross-Functional Coordination
Act as the central execution owner between:
- Sales
- Marketing
- Clinics
- Doctors
- Customer Support
- Supply Chain
- HR
- Finance
- Technology
Ensure seamless communication and timely execution across all functions.
6. Customer Experience
Own operational aspects of the customer journey:
- Appointment booking
- Follow-up process
- Service delivery coordination
- Dispatch timelines
- Escalation handling
- Complaint resolution
- SLA adherence
Drive continuous improvement in customer satisfaction.
7. Business Excellence
- Identify inefficiencies and implement improvements.
- Reduce operational costs without compromising quality.
- Increase operational efficiency and scalability.
- Build systems rather than dependency on individuals.
- Drive automation and AI adoption wherever possible.
8. Reporting & Governance
Provide the Managing Director with:
- Daily execution reports
- Department-wise KPI dashboards
- Pending action trackers
- Escalation summaries
- Productivity reports
- Root cause analyses with action plans
Key Performance Indicators (KPIs)
- Departmental execution score
- Appointment booking efficiency
- Show-up percentage
- Customer satisfaction
- Complaint resolution time
- Dispatch turnaround time
- Inventory accuracy
- Clinic audit scores
- SLA compliance
- Operational turnaround time
- Team productivity
- Process adherence
- Cost optimization
- Cross-functional execution efficiency
Candidate Profile
Experience
- 8–15+ years in operations leadership.
- Experience managing multi-location operations.
- Experience leading multiple cross-functional teams.
- Proven record of building operational systems and driving execution.
Skills
- Exceptional execution capability.
- Strong leadership and people management.
- Data-driven decision making.
- Process improvement and SOP implementation.
- Operational planning and execution.
- Analytical and problem-solving skills.
- Excellent communication and stakeholder management.
- Strong ownership and accountability.
- High attention to detail.
- Ability to work in a fast-paced, high-growth environment.
Preferred Background
Candidates from healthcare, retail, hospitality, consumer services, wellness, multi-unit businesses, or fast-growing startups will be preferred.
What Success Looks Like
- Departments execute without constant follow-up.
- Operational issues are resolved proactively.
- KPIs consistently improve month after month.
- SOP compliance exceeds 95%.
- Customer experience is seamless.
- Teams operate with accountability and ownership.
- The organization becomes process-driven rather than people-dependent.
Our Leadership Philosophy
We value leaders who lead from the front. This role requires ownership, urgency, discipline, and relentless follow-through. Success will be measured by outcomes, execution quality, and the ability to build a high-performance operational culture—not by the number of meetings attended or reports prepared.
Pay: ₹50,000.00 - ₹70,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Life insurance
- Provident Fund
Work Location: In person
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