The key objective of this role is to Design, Develop, and deliver top class operations processes from partner (hospitals/doctors) onboarding to actual delivery to consumer and customer service. The candidate is expected to be an operational expert and should be able to Optimize for the best combination of cost, time, and quality.
They are giving shape to a dream in Indian healthcare and this job is not for the comfort seeking types
While the AVP would be responsible for the company's day-to-day operating activities, the candidate expected to have complete ownership of all the operational metrics, initially for one city and gradually increasing the span of control
Defining, architecting and implementing current and future operational/consumer experience roadmap
Reducing implementation costs and time through various initiatives and implementing advanced technologies to reduce friction at every possible opportunity
Continuously benchmark best practices of competitors (including global) and adopt selectively
Benchmark best practices within the organization and standardise them all across
Responsible for the Quality of any implementation and for the partner experience as well as consumer experience across partner locations
Manage budgets, vendors and contracts for all new initiatives
Ownership of customer service (including call centers, etc.)
Manage day to day Service Delivery operations and account relationships
Achieve SLAs, maintain reports and Fulfil process requirements
Responsible for the end-to-end delivery to our partners through a team of Relationship Managers.
Responsible for client training, rollout support and hand-over of the system to the Support Team once live and stable through the team of relationship managers
Desired Qualifications / Competencies:
- Engineer from IIT, NIT, BITS only. MBA from top school a plus but not essential.
- Passion to slog in a chaotic startup environment to build a great healthcare experience
- Profile should be littered with - Excellence- and - Achievements beyond par-
- Open to travel within the city and outside frequently