Director of Operations

Reports To: Chief Executive Officer (CEO) / Managing Director

Job Summary

The Director of Operations leads the strategic and operational management of the clinic network to drive sustainable growth, operational excellence, and consistent patient experience. The role is accountable for clinic performance, including business growth, profitability, workforce productivity and regulatory compliance, while ensuring scalable and efficient operations across all locations.

Key Responsibilities

1. Operational Leadership

• Develop and implement operational strategies aligned with the company's goals.
• Oversee daily operations across all business units, clinics, or departments.
• Monitor operational performance and drive continuous improvement initiatives.
• Establish and maintain operational policies, procedures, and standards.
• Utilize operational and financial data to identify trends, risks, and growth opportunities.

1. Business Performance Management

• Establish key performance indicators (KPIs) and operational metrics.
• Identify opportunities to improve productivity, efficiency, and profitability.
• Prepare regular operational reports and recommendations for senior management.
• Drive initiatives to enhance customer and employee experience.

1. Team Leadership & Development

• Lead and manage Cluster Managers and Clinic Managers, maintaining an effective span of control and strong management accountability.
• Build a high-performance culture focused on accountability and excellence.
• Support succession planning and talent development initiatives.
• Partner with HR on workforce planning and employee engagement programs.

1. Financial & Resource Management

• Manage operational budgets and resources.
• Monitor expenses and ensure cost-effective operations.
• Support revenue growth initiatives and business expansion projects.
• Ensure efficient allocation of manpower, equipment, and facilities.

1. Compliance & Risk Management

• Ensure compliance with regulatory requirements, company policies, and industry standards.
• Identify operational risks and implement mitigation measures.
• Oversee quality assurance and service delivery standards.
• Lead crisis management and business continuity planning when required.

1. Strategic Projects & Growth

• Lead business transformation, automation, and process improvement initiatives across the clinic network.
• Support mergers, acquisitions, new site openings, and expansion initiatives.
• Collaborate with cross-functional teams to implement strategic business plans.
• Evaluate and recommend technology and automation solutions to improve operations.

Qualifications & Experience

• Bachelor's Degree in Business, Healthcare Management, Operations Management, or related field.
• 8–15 years of operations leadership experience.
• Multi-site management experience preferred.
• Strong financial acumen and business analysis skills.
• Experience leading large teams and senior managers.
• Healthcare, dental, retail, or service industry experience is highly advantageous.