Operations Manager

Role & responsibilities

1. Comprehensive care program delivery

• Assign and align care team members (care managers and counsellors) with respective families based on client needs.
• Act as the first point of escalation related to service delivery. The care leader to be the first point of contact for the families.
• Track families with no regular visits, calls or tasks and solve thru guidance to the care leader for breakthrus or by realigning a more compatible car team.
• Monitor and drive support during emergency situations.
• Drive progress on customer journey with customized actions and monthly initiatives
• Oversee customer onboarding

(The introduction call should be led by the care leader. Key deliverable is a compatible care team alignment with the client.

2. Team Leadership, Mentoring & Recruitment

• Lead recruitment drives (mobilization & interviews for selection) for care managers and care counsellors in coordination with HR.
• Manpower planning, building team capacity & training of care managers and care counsellors.
• Monitor performance, conduct regular relationship health check , and share feedback to maintain service excellence.
• Identify and develop Care leaders.

3. Walk-in Support & Local Events

• Handle walk-in queries from prospective clients or family members with professionalism, empathy and provide guidance on services, packages, and onboarding process.
• Plan and execute, 15 every month, local events, workshops, health talks, yoga sessions, and cultural gatherings and recreational programs for senior citizens.

4. Leadership Reporting & Compliance

• Share monthly operational updates/challenges, client feedback, client satisfaction, and escalation summaries with senior leadership.
• Ensure development and compliance with internal SOPs, quality standards, and ethical practices in elder care service delivery.