Operations Manager

Role Summary

The Operations Manager will oversee day-to-day operational efficiency across RML Mehrotra Pathologys laboratories, collection centres, and home collection network. The role ensures adherence to quality standards, regulatory compliance, process optimization, and patient satisfaction, while supporting business growth.

Key Responsibilities

Operational Management

• Supervise end-to-end operations of laboratory processes, collection centres, and home collection teams.
  
• Ensure smooth coordination between logistics, phlebotomy, lab technicians, and customer care.
  
• Maintain stock of consumables, reagents, and equipment through proper vendor management.
  
• Implement process improvements to increase efficiency and reduce turnaround time (TAT).
  

Quality & Compliance

• Ensure strict compliance with NABL, NABH, and other regulatory standards.
  
• Monitor adherence to SOPs, biosafety, and hygiene protocols.
  
• Coordinate with Quality Assurance team for audits, certifications, and corrective actions.
  

People Management

• Manage and supervise teams (technicians, phlebotomists, collection executives, support staff).
  
• Plan and monitor staff schedules, training, and performance evaluations.
  
• Foster a culture of discipline, teamwork, and patient-centric service.
  

Customer & Patient Experience

• Ensure high-quality patient service, minimal complaints, and quick grievance redressal.
  
• Monitor call centre/home collection response, TAT, and reporting accuracy.
  
• Work with marketing and CRM teams to strengthen patient engagement.
  

Reporting & MIS

• Generate and review daily/weekly/monthly operational reports.
  
• Track key performance metrics patient volumes, revenue, TAT, and service quality.
  
• Present operational insights to management and suggest data-driven improvements.