Manager / Assistant Manager, Operations

Role Summary The Assistant Manager, Operations is responsible for overseeing the day-to-day operations of the clinic, ensuring seamless service delivery, operational excellence, team accountability, and an exceptional patient experience. This role works closely with doctors, clinical teams, wellness consultants, and management to drive operational performance, service quality, and business growth. The position requires a highly organised, proactive, and service-oriented individual who can manage both people and processes effectively while maintaining the highest standards of professionalism and discretion. Key Responsibilities 1. Centre Operations Management Oversee daily clinic operations to ensure smooth and efficient service delivery. Monitor patient flow, appointment scheduling, and resource allocation. Ensure operational readiness of the centre at all times. Identify operational gaps and implement solutions to improve efficiency and service quality. Maintain operational policies, SOPs, and workflow standards. 2. Team Leadership & Staff Management Supervise front-of-house, administrative, and operational support staff. Coordinate manpower planning, roster scheduling, and coverage arrangements. Drive accountability and performance standards across operational teams. Conduct regular team briefings and operational reviews. Support recruitment, onboarding, training, and development of team members Foster a positive, professional, and service-oriented work culture. 3. Doctor & Clinical Operations Coordination Coordinate doctors’ schedules, clinic sessions, and resource requirements. Work closely with clinical teams to ensure smooth patient journeys and timely follow-up. Monitor operational support requirements for consultations, diagnostics, treatments, and wellness programmes. Facilitate communication between doctors, clinical staff, and management. 4. Premium Client Experience & Service Excellence Ensure delivery of exceptional service standards for all patients and clients. Manage VIP and high-net-worth clientele with professionalism, discretion, and attention to detail. Resolve service issues and escalations promptly and effectively. Implement initiatives to enhance patient satisfaction and overall client experience. Monitor service quality and ensure consistency across all patient touchpoints. 5. Patient Journey & Follow-Up Management Ensure timely follow-up of patient enquiries, appointments, reports, and action items. Monitor patient communications to ensure responsiveness and service excellence. Oversee coordination of treatment plans, wellness programmes, and ongoing care requirements. Ensure accurate documentation and operational tracking of patient-related matters. 6. Business Operations & Performance Management Prepare operational reports, dashboards, and performance metrics. Track KPIs related to service standards, productivity, utilisation, and operational efficiency. Support budgeting, costcontrol, and operational expenditure management. Assist management in analysing business performance and identifying growth opportunities. Participate in strategic planning and operational improvement initiatives. 7. Quality, Compliance & Risk Management Ensure adherence to clinic policies, regulatory requirements, and operational protocols. Monitor operational risks and implement preventive measures. Support audit preparation and compliance initiatives. Ensure confidentiality and proper handling of sensitive patient information. 8. Continuous Improvement & Strategic Projects Lead or support operational improvement projects. Identify opportunities to streamline workflows, improve productivity, and enhance patient experience. Drive implementation of new systems, technologies, and operational processes. Support expansion initiatives and new service launches as required. Scope of Authority Operational oversight of daily clinic activities. Supervision of administrative and operational staff. Management of service recovery and escalation cases. Recommendation and implementation of process improvements. Participation in manpower planning and operational budgeting. Support management in achieving operational, financial, and service performance targets. Key Success Indicators High patient satisfaction (Internal & External) and service quality scores. Efficient clinic operations and workflow management. Strong team accountability and performance. Effective handling of escalations and operational challenges. Achievement of o…