Service Quality And Training General Manager

About Us:

Gynoveda is India's first and leading Ayurvedic Fertility Clinic, transforming reproductive health through the science of Ayurveda. Since our inception in 2019, we've rapidly scaled from 0 to ₹100 Cr in revenue, empowering over 7 lakh women and couples across India.

We're now on a bold mission:

• Serve one crore couples
• Open 200+ Ayurvedic Fertility Clinics in 100 cities
• Triple our revenue by 2026

With 45 clinics already operational and five more launching every month, we're building a purpose-driven team of 1,000+ people to redefine how the world approaches reproductive wellness.

Great Place to Work

Role Details:

• Title:

  General Manager – Service Quality and Training

• Reports To:

  Director – Operations

• Team Size:

  10 plus

• Work Days:

  Monday to Friday

• Location:

  Malad (Mindspace), Mumbai – Onsite

• Industry:

  Health and Wellness

• Function:

  Service Quality, Training, Clinical Operations

Your Mission:

As Gynoveda scales from 50 to more than 200 fertility clinics, you will play a critical role in driving service excellence, improving clinical outcomes, and building team capabilities across the network. Your mission is to:

• Standardise service quality across all clinics by reducing the performance gap between top, average, and newly launched centres
• Improve medical efficacy and conception success rates
• Enhance patient satisfaction and strengthen the doctor-patient consultation experience

What You Will Own:

A. Service Quality

• Design and implement standard operating procedures, workflows, and systems to ensure consistent patient care across all clinics
• Build structured service frameworks to create a high-quality doctor-patient consultation experience.
• Codify clinical protocols for diagnosis and prescription to drive ethical and successful medical outcomes
• Apply Six Sigma and DMAIC methodology to:
• Benchmark performance across top and low-performing clinics
• Conduct a detailed Root Cause Analysis
• Identify performance gaps and implement corrective actions
• Create a Best Practices Playbook to uplift underperforming clinics
• Design new clinic rollout checklists to reduce gestation time and accelerate break-even timelines
• Lead the internal audit and compliance team to ensure service consistency and protocol adherence
• Detect and prevent any fraudulent practices or shortcuts that could artificially boost performance metrics

B. Training and Capability Building

• Design and deliver structured training modules for:
• Doctors
• Front office and clinic staff
• Focus areas include product knowledge, technical skills, consultation techniques, and the effective use of digital tools.
• Conduct Training Needs Identification to build customised upskilling plans
• Launch managerial and behavioural development programs for clinic leaders to improve people and performance outcomes

Ideal Candidate Profile:

• Experience:

  8 to 12 years in healthcare business process management, clinical quality, hospital operations, or healthcare training roles
• Must have worked in multi-location healthcare environments such as hospital chains, diagnostic networks, or fertility centres

Proven expertise in driving:

• Quality improvement programs
• Capability-building initiatives for field and clinic teams

Education:

• MBA or PGDM in Healthcare or Operations

Preferred Qualification:

• BAMS, MBBS, or a Pharma degree

Certification:

• Six Sigma Green or Master Black Belt Mandate

Must-Have Skills:

• Designing SOPs, service frameworks, and clinical protocols
• Application of Six Sigma, Root Cause Analysis, and performance benchmarking
• Training development using adult learning principles, with classroom and on-the-job methodologies
• Strong communication, coaching ability, and stakeholder collaboration
• Ability to interpret data and apply insights for continuous improvement

Why Join Gynoveda?

• Purpose-Driven Impact:

  Build and scale India's largest Ayurvedic fertility care ecosystem

• Pioneer Exposure:

  Be part of a bold brand that is shaping the future of healthcare

• Leadership Role:

  Influence medical and operational outcomes for more than 200 clinics and over one crore patient journeys

• Culture of Ownership:

  Join a Great Place to Work-certified organisation that values ambition, agility, and collaboration

Ready to Transform Healthcare at Scale:

Join us in redefining reproductive wellness through the principles of Ayurveda. If you're passionate about quality, training, and driving results at scale, we'd love to connect with you.