Branch Operations Manager

Job Summary

To lead branch operations by driving revenue growth, ensuring service quality, maintaining operational and compliance standards, developing the team, with the goal of achieving strong business results and delivering excellent customer experience. This position requires excellent people management, financial acumen, and patient centric approach.

Primary Responsibilities

1. Revenue & Expense Management Optimize doctor productivity and manage refunds, cancellations and petty cash reconciliation. Ensure timely cash handover / deposits, verification of credit/on-payment bills and strict control on outstanding payments. Implement cost control initiatives and strengthen servicing of prescriptions for referral and empanelled doctors.

2. Service Quality & Patient Experience Ensure adherence to TAT for o billing-to-service o service-to-report delivery across modalities. Maintain high standards of branch hygiene, safety, and infrastructure upkeep. Ensure that waiting times are reduced Deliver timely resolution of customer complaints and drive patient satisfaction initiatives. Monitor and improve digital reputation by maintaining Google ratings above 4.5.

3. Operational Excellence & Compliance Conduct daily huddles and ensure strict adherence to branch checklists, SOPs and audit protocols. Monitor and optimize stock consumption, prevent wastage and ensure accurate inventory posting and timely return of excess stock. Report and follow up on equipment breakdowns with minimal downtime. Ensure compliance with statutory norms (PCPNDT submissions, AERB, NABH/NABL standards).

4. Teamwork & Leadership Ensure optimal staffing through capacity planning, rostering, leave/shift management, and OT control. Reduce incidents of late coming, early leaving, rostering and staff shuffling. Maintain accurate employee records, track IOMs/fines, and monitor retention. Drive employee engagement through training, grooming standards and recognition programs.

Key Skills

• Strong knowledge of NABH/NABL standards and statutory compliance in diagnostics.
• Customer Service Orientation
• Team Leadership & People Development
• Analytical & Problem-Solving Ability
• Planning & Organizational Skills