Operations & Growth Manager

AWISH – Operations & Growth Manager (Clinic Network)

Mission: Drive daily execution, motivated teams, and profitable growth across AWISH clinics by owning tasks, targets, talent, and timelines.

Reports to: Founder/Directors (Dr. Vijay & Dr. Pooja)

Manages: Telecallers, Front Desk/Reception, Sales Counsellors, Marketing Executives, OT Techs/Assistants, Clinic Admins; dotted line to R&D, Accounts/Finance, HR.

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1) Top 6 Accountabilities (What success looks like)

1. Daily Work Allocation: Assign clear tasks to every team member by 10:00 AM; remove blockers.

2. Motivation & Culture: Keep energy high; run stand‑ups, celebrate wins, coach calmly.

3. Evening Reporting: Collect outcomes by 7:00 PM; publish concise “Daily Closure Report.”

4. Goals & Dashboards: Set monthly/weekly goals for business and each staff; track relentlessly.

5. Hiring & Bench Strength: Recruit “A‑players,” run pipeline, onboard fast, manage probation.

6. Talent Utilization: Map skills → roles; cross‑train; optimize rosters & productivity.

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2) Must‑Have Skills & Traits

Functional Knowledge: Marketing (performance + brand), Sales (consult → convert), Operations (clinic SOPs), R&D coordination, HR (JD, interviews, onboarding), Accounts basics (P&L view, expense control), Management systems.

Tools: Google Sheets/Docs/Slides, CRM/Leads tools (WhatsApp Business/Inbox), Call tracking, Project boards (Asana/Trello/ClickUp), Basic Excel analytics (VLOOKUP, Pivot), Presentation.

Traits: Sharp, active, hardworking, owner mindset, high EQ, structured thinker, data‑driven, fluent Hinglish, crisp writing, calm under pressure, integrity.

Experience: 5–10 years in multi‑location Ops/Sales/Clinic/Wellness/Healthcare/Beauty/Ed‑tech/Consumer services.

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3) Core KPIs (Edit targets per branch)

Pillar KPI Owner Target Notes

Growth Monthly Revenue OGM ₹___ By branch + network

Growth Consultation Count Front Desk ___ / day Paid + Free split

Sales Lead→Consult Conversion % Telecaller Lead ≥ ___% From inbound/outbound

Sales Consult→Procedure Conversion % Counsellor ≥ ___% By service line

Retention Revisit/Follow‑up Rate Front Desk ≥ ___% 7/30/90‑day windows

Quality NPS / Google Rating All ≥ 4.5★ Complaints closed <48h

Ops OT/Room Utilization OT Tech ≥ ___% Prime hours 11–2, 5–8

People Attendance & Punctuality HR ≥ 98% Late/absence trend

People Training Completion OGM/HR 100% LMS modules / month

Finance Expense-to-Revenue % Accounts ≤ ___% Marketing, HR, Ops

Hiring Time‑to‑Fill (days) OGM/HR ≤ 21 From JD to offer

Churn Attrition (quarterly) OGM/HR ≤ ___% Exit interview analysis

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4) Daily / Weekly Operating Cadence (IST)

09:45–10:00 Quick Prep: Check yesterday’s numbers, today’s roster, leads queue.

10:00–10:15 Morning Huddle (all hands): Targets, tasks, motivation (“Aaj ka focus…”).

10:15–11:00 Work Allocation: Individual task sheets, call lists, appointment confirmations.

11:00–12:00 Pipeline Deep‑dive: Telecaller follow‑ups, hot leads push, D‑0 confirmations.

12:00–13:00 Floor Walk: SOP checks, hygiene, patient experience moments.

15:00–16:00 Mid‑day Review: Slippages, quick coaching, re‑allocate tasks.

17:00–18:00 Counselling & High‑ticket support: Sit in 1–2 key consults.

18:30–19:00 Evening Closure: Collect reports; publish Daily Closure Report to founders.

Weekly (Mon): Targets & promotions plan. (Wed): Training/LMS hour. (Fri): Audit & SOP fixes. (Sat): Hiring pipeline + interviews. (Sun): Lite ops / campaign checks (if open).

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5) Reporting Templates

A. Morning Task Sheet (per staff)

Name Role Today’s Top 3 Secondary Tasks Start Time End Time Blockers

1) 2) 3)

B. Evening Closure Report (branch)

Date: __ / Manager: __

1) Numbers: Consults: __ | Procedures: __ | Revenue: ₹__ | Show‑ups %: __ | Lead→Consult %: __ | Consult→Proc %: __

2) Wins: Short bullets

3) Issues & Resolutions: Owner + ETA

4) Tomorrow Priorities: Top 5

5) Hiring: Pipeline status + interviews scheduled

6) Customer Voice: NPS, reviews, escalations (with action)

C. Weekly KPI Dashboard (network)

Branch Rev (₹) Consults Proc L→C % C→P % NPS★ OT Util % Expense % Attrition Notes

Sarita Vihar

Patel Nagar

Jaipur

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6) Detailed JD (for Naukri/LinkedIn/Indeed)

Title: Operations & Growth Manager – AWISH Clinic Network (Delhi‑NCR + Jaipur)

Location: Delhi NCR (multi‑branch travel)

Type: Full‑time, 6‑day week

About AWISH: India’s fast‑growing Dermatology & Aesthetic ecosystem: multi‑specialty clinics, education (Awish Aesthetic Institute), products (Dr. Awish Skin & Hair Care), and e‑commerce (Doctor Ki Dukaan).

Your Role: Own daily execution, people performance, and revenue growth across branches. You’ll allocate work, energize teams, ensure SOPs, drive conversions, and build a strong hiring bench.

Key Responsibilities

Give daily work to all employees; track completion and quality.

Run morning stand‑ups & evening closures; publish daily numbers.

Set goals for business and each staff; maintain dashboards.

Partner with Marketing to plan promos; ensure lead hygiene & follow‑ups.

Sit in critical consults; coach counsellors on conversions.

Optimize rosters, room/OT utilization, inventory & vendor SLAs.

Hire great talent; run interviews, reference checks, and probation plans.

Coordinate with R&D, HR, Accounts for smooth operations.

Guard patient experience: reviews, NPS, escalations closure.

Must‑Have

5–10 yrs in Ops/Sales/Service business (healthcare/beauty/wellness preferred).

Strong command of funnels, targets, Excel basics (Pivots), and people coaching.

Crisp communication (Hinglish), high ownership, integrity.

Nice‑to‑Have

Clinic/wellness multi‑site experience; CRM/WhatsApp Business fluency; basic P&L understanding.

Compensation: Competitive fixed + performance bonus tied to revenue growth, conversions, NPS, and cost discipline.

How to Apply: CV + 3‑slide deck on “How I’ll grow AWISH in 90 days” + a 1‑page plan for hiring A‑players.

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7) Short Job Post (for quick share)

AWISH hiring: Operations & Growth Manager (Delhi‑NCR).

Daily execution, team motivation, evening numbers, goals per staff, hiring, and growth. 5–10 yrs in Ops/Sales/Healthcare/Beauty. Excel, CRM, Hinglish. 6‑day week.

Email: careers@awish (or WhatsApp HR: ___). Subject: OGM Application.

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8) Candidate Screening Form (Google Form fields)

Full Name | Phone | Email | City

Current CTC | Expected | Notice Period

Years in Ops/Sales/Healthcare/Beauty

Biggest multi‑branch achievement (100 words)

Funnel you improved (Lead→Consult or Consult→Procedure): before vs after, how?

Team size managed & roles

Excel skill (1–5) | CRM tools used

90‑day growth plan headline for AWISH (5 bullets)

Availability for 30‑min call

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9) Interview Kit (Score 1–5 each)

A. Ownership & Drive

Tell me about a time you turned around a bad month. What did you do in Week‑1?

If consult→procedure drops to 18% this week, what are your first 3 actions?

B. Marketing & Sales

Design a 2‑week promo to lift consults by 20% at Patel Nagar. Budget ₹50k.

How will you ensure 100% lead follow‑up within 24 hours?

C. Operations

Make a floor‑walk checklist for patient experience and OT readiness.

How do you plan rosters for peak hours?

D. People & Hiring

Your framework to identify A‑players in interviews?

A low performer with good attitude vs. high performer with toxic behavior—what do you do?

E. Finance & Data

Read a simple P&L: where do you cut/where do you invest?

Show me a quick pivot for daily leads by source and conversions.

F. Culture Fit

What does “AWISH — treatment → transformation” mean to you?

Hinglish role‑play: convince a cold lead to book a ₹49 consult.

Rubric (tick):

[ ] Clear thinking [ ] Data use [ ] Action bias [ ] Coaching ability [ ] Patient focus [ ] Integrity

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10) Practical Case Study (48‑hr take‑home or 60‑min live)

Prompt: You manage 3 branches. Leads are flat, conversions dipped. In 30 days, grow revenue +20% without increasing total ad spend.

Deliverables:

1. 10‑point action plan (lead hygiene, scripts, scheduling, bundles, reviews).

2. Daily dashboard mock‑up (must include L→C and C→P).

3. 5‑slide leadership plan to re‑energize teams.

4. Hiring plan for 2 critical roles with JD snippets.

Evaluation: Practicality, speed, math sanity, cultural fit.

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11) 30‑60‑90 Day Plan (Outcomes)

Day 0–7 (Stabilize):

Shadow all roles; map current funnel & SOPs; publish first Daily Closure Report.

Fix top 5 leakages; implement morning/evening rituals.

Starter training calendar; draft hiring pipeline.

Day 8–30 (Execute):

Branch‑wise targets and dashboards live.

Improve L→C by +10% via scripts + follow‑up SLA.

Improve C→P by +5% via counselling checklist + doctor alignment.

Build bench: shortlist 5/role; start 2 hires.

Day 31–60 (Scale):

OT/Room utilization ≥ ___% ; reduce no‑shows by 20%.

Launch referral program; 100 new reviews (≥4.7★).

Training LMS: 2 modules/role completed.

Day 61–90 (Own It):

Revenue +20% vs baseline month; expense % stable or better.

NPS ≥ 4.5★; complaint TAT < 24–48h.

Finalize SOP playbook; handover cadence to team leads.

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12) Compensation & Incentives (example framework)

Fixed: market‑competitive (Delhi‑NCR).

Variable (Monthly/Quarterly): based on a scorecard:

Revenue vs Target (40%)

L→C & C→P improvement (25%)

NPS / Reviews & Escalation TAT (15%)

Expense‑to‑Revenue % & OT Utilization (10%)

Hiring Time‑to‑Fill & Training Completion (10%)

Guardrails: No incentives if NPS < 4.0★ or compliance breaches.

Recognition: “Manager of the Month,” certificates, experience vouchers.

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13) Decision Rights & RACI

Activity OGM Founders HR Accounts Clinic Leads

Daily tasks & rosters R I C I C

Promotions/campaigns A/R (≤₹50k) A (>

₹50k) C I C

Hiring (level‑1/2) A/R I C I C

Performance actions R A C I C

Vendor ops & inventory R I C C C

Escalated complaints R A I I C

A = Approver, R = Responsible, C = Consulted, I = Informed

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14) Onboarding Checklist (Day 0–7)

Contracts, NDAs, code of conduct

Tools access: CRM, Sheets, WhatsApp, Call tracking, Drive

Read: AWISH Brand Bible, Top 10 SOPs, Services cheatsheets

Branch tour & introductions

Sit‑in on consults & telecaller shifts

First weekly plan + targets draft

Health & Safety briefing

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15) Sample Scripts (Hinglish)

Morning Huddle (2 mins):

“Aaj hamara fokus: no‑shows kam karna aur consult→procedure 25%+. Telecallers, 11 baje tak D‑0 confirmations done. Counsellors, high‑ticket ko doctor ke saath align karna. Har patient ko 5‑star experience, smiles on!”

Motivation Ping (3 pm):

“Team, 60% targets hit. Jo pending hot leads hain unpe abhi dhyaan. 7 baje closure hai—let’s finish strong .

Evening Closure (broadcast to founders):

“Sarita: Rev ₹__, Consults __, Proc __, L→C __%, C→P __%. Wins: __. Issues: __ (ETA: __). Kal ke top 5: __.”

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16) Ready‑to‑Use Assets (copy & paste into Sheets/Docs)

Morning Task Sheet (per staff)

Evening Closure Report (per branch)

Weekly KPI Dashboard (network)

Interview Scorecard (1–5 with notes)

Case Study Prompt & Evaluation Rubric

Job Type: Full-time

Pay: ₹30,000.00 - ₹100,000.00 per month

Work Location: In person