Vice President-Operations

Core Responsibilities

1. Strategic Leadership & Planning

• Develop and execute operational strategies aligned with business goals and expansion plans.
  • Drive long-term planning and scenario building for regional and national operations. • Oversee capacity planning, new market entry, and service diversification. • Lead enterprise-level alignment across functions to embed performance culture and operational agility.

2. Oversight of Regional & Centre Operations

• Direct and support Regional Managers in overseeing city-wise operations and KPIs.
  • Ensure seamless functioning across facilities, homecare, and support services. • Set operational governance standardsdashboards, MIS, performance reviews, and escalation frameworks. • Drive execution excellence and hold Regional Managers accountable for compliance and outcomes.

3. Quality, Compliance & Resident Experience

• Ensure adherence to care quality standards (e.g., NABH), safety protocols, and operational SOPs.
  • Champion voice of customer through structured feedback, grievance redressal, and NPS reviews. • Drive a service excellence culture that balances clinical outcomes with empathetic care. • Institutionalize organization-wide audits, quality metrics, and incident tracking systems.

4. Financial & Resource Management

• Own and drive operational P&L for the vertical, with focus on cost efficiency and growth margins.
  • Lead annual budgeting, variance analysis, and financial monitoring with the Finance team. • Oversee shared services, central procurement, vendor contracts, and infrastructure utilization.

5. People Leadership & Capability Building

• Lead and mentor Regional Managers and key corporate operations team members.
  • Design and execute leadership development, performance management, and succession planning frameworks. • Build a culture of ownership, empowerment, and outcome-driven performance across units. • Drive talent engagement, especially at frontline and managerial levels in facilities and homecare.

6. Process Excellence & Technology Integration

• Drive operational transformation initiativesLean, Six Sigma, automation, workflow redesign.
  • Lead adoption of technology platforms (CRM, EHR, HRMS, ERP) to enhance decision-making and efficiency. • Foster a culture of innovation, experimentation, and continuous learning.

7. External Relations & Ecosystem Engagement

• Represent the organization in industry bodies, regulatory forums, and healthcare alliances.
  • Build and sustain relationships with external stakeholdersgovernment, partners, referral networks. • Ensure timely compliance with licensing, legal, and accreditation requirements across units. • Support investor presentations and updates with operational insights and dashboards.

Work Complexities

• Multi-city oversight with diverse service lines and formats (residential, transitional, homecare).
  • High dependency on clinical and non-clinical coordination. • Need to balance profitability, regulatory compliance, and service empathy. • Requires agility in scaling operations while preserving personalized care experience.

Knowledge and Experience

• MBA or Masters in Healthcare Management, Operations or related field
  • 15+ years of experience with at least 5 years in leadership roles across multi-unit operations • Background in healthcare, hospitality, eldercare, or service-intensive sectors preferred • Strong business acumen, analytical mindset, and stakeholder management skills • Hands-on experience in scaling operations, setting up new locations, and managing change

Competencies

• Strategic thinker with operational depth
  • Inclusive and values-driven leadership style • Excellent interpersonal, coaching, and communication skills • Strong data orientation with ability to drive performance via metrics • Empathetic, ethical, and passionate about elder care • Resilient and comfortable with ambiguity and rapid scale