Operations Manager / Assistant manager

Job Summary:

The Operations Manager is responsible for overseeing the day-to-day administrative, operational, and support functions of the hospital. The role ensures that all departments function efficiently and in alignment with the hospitals standards, regulatory requirements, and quality objectives. The incumbent will drive operational excellence, enhance patient satisfaction, and ensure optimal utilization of resources.

Key Responsibilities:

1. Hospital Operations & Administration

• Supervise and monitor all non-clinical departments such as housekeeping, security, maintenance, front office, F&B, and transport.
  
• Ensure smooth daily hospital operations and interdepartmental coordination.
  
• Monitor patient flow processes (admission, discharge, billing, etc.) for efficiency and minimal turnaround time.
  
• Maintain hospital infrastructure, biomedical equipment, and facilities in coordination with the maintenance team.
  
• Liaise with clinical and nursing teams for smooth clinical operations.
  

2. Quality & Compliance

• Ensure compliance with NABH, JCI, and other accreditation standards.
  
• Oversee documentation and audit readiness for all departments.
  
• Implement and monitor Standard Operating Procedures (SOPs).
  
• Conduct periodic internal quality and safety audits.
  
• Ensure compliance with statutory and legal requirements including fire safety, biomedical waste, and labor laws.
  

3. Resource & Financial Management

• Prepare and monitor annual operational budgets and control costs.
  
• Manage procurement, vendor negotiations, and service contracts effectively.
  
• Ensure efficient use of manpower and control of overtime and contract staffing.
  
• Monitor inventory management for medical and non-medical consumables.
  

4. Patient Experience & Service Excellence

• Implement patient satisfaction and grievance redressal mechanisms.
  
• Analyze feedback and drive service improvement initiatives.
  
• Ensure all support departments provide quality service in line with hospital standards.
  

5. People Management

• Lead, train, and motivate the operations and support teams.
  
• Define KRAs/KPIs for teams and monitor performance.
  
• Conduct regular meetings with department heads to review operational performance.
  
• Promote teamwork and maintain discipline within the hospital.
  

6. MIS, Reporting & Analysis

• Monitor key operational indicators and prepare daily/weekly/monthly MIS reports.
  
• Identify areas for process improvement and implement corrective actions.
  
• Support senior management in strategic planning and decision-making.
  

Key Skills & Competencies:

• Strong leadership and team management skills
  
• Excellent communication and interpersonal abilities
  
• In-depth knowledge of hospital administration and NABH standards
  
• Analytical thinking and data-driven decision-making
  
• Proficiency in MS Office and Hospital Information Systems (HIS)
  
• Crisis management and problem-solving skills
  

Qualification & Experience:

• Qualification:

  MBA in Hospital Administration / Healthcare Management or equivalent

• Experience:

  5–10 years of experience in hospital operations, preferably in NABH-accredited hospitals

• Preferred:

  Experience handling multi-specialty or maternity hospital operations

Key Performance Indicators (KPIs):

• Patient satisfaction scores
  
• Cost control and budget adherence
  
• Audit and compliance scores (NABH readiness)
  
• Operational efficiency (TATs, resource utilization)
  
• Staff performance and retention