Job Title: General Manager – Operations
Company: Berkowits Hair & Skin Clinic
Location: Head Office (Extensive travel across clinic network)
Reports To: Director / CEO
About the Company
Berkowits Hair & Skin Clinic is a leading chain of advanced hair and skin treatment clinics with 46+ centers across India. The organization specializes in dermatology, cosmetology, hair restoration, and aesthetic treatments, delivering high-quality clinical outcomes and exceptional patient experiences.
Role Summary
The General Manager – Operations will be responsible for end-to-end operational leadership of 46+ clinics, ensuring standardized processes, revenue growth, service excellence, compliance, cost optimization, and team performance. The role requires a strong multi-unit operations leader capable of driving performance across geographically dispersed centers.
Key Responsibilities
Multi-Unit Operations Management
Oversee daily operations of 46+ clinics across regions.
Ensure SOP adherence and operational consistency across all centers.
Drive clinic-level P&L performance and accountability.
Monitor key KPIs including revenue, conversion rates, ARPU, footfall, repeat ratio, cost control, and profitability.
Revenue & Business Growth
Partner with Sales and Marketing to improve conversions and patient acquisition.
Identify underperforming centers and implement turnaround strategies.
Optimize capacity utilization and treatment mix.
Support expansion readiness for new clinics.
Service Excellence & Patient Experience
Ensure superior patient journey standards across all touchpoints.
Monitor patient satisfaction metrics and grievance resolution.
Standardize customer engagement practices across clinics.
Team Leadership & People Management
Lead Regional Managers, Cluster Heads, and Clinic Managers.
Build a high-performance culture with accountability.
Develop succession planning and leadership pipeline.
Conduct regular performance reviews and operational audits.
Process & Compliance
Ensure compliance with medical, legal, and regulatory requirements.
Implement operational audits and quality checks.
Standardize inventory management and vendor control processes.
Drive automation and ERP discipline across clinics.
Cost Optimization
Monitor clinic-level costs including manpower, consumables, rentals, and utilities.
Improve EBITDA margins across centers.
Negotiate vendor contracts centrally.
Reporting & Strategy
Prepare monthly operational dashboards for leadership.
Participate in annual operating plans and budgeting.
Contribute to long-term strategic growth roadmap.
Candidate Profile
Experience: 12–18+ years of experience in multi-location operations.
Experience managing 25+ outlets/centers/branches is mandatory.
Industry experience can include Healthcare, Retail, Hospitality, QSR, Fitness, Diagnostics, or other large multi-unit formats.
Strong exposure to P&L management is essential.
Education
MBA / PGDM (preferred).
Healthcare management exposure is an advantage.
Key Competencies
Multi-unit leadership
Strong financial acumen
Data-driven decision-making
Process orientation
Change management
Crisis management
Excellent stakeholder management
High ownership mindset
Compensation
Competitive salary with performance-linked incentives and leadership-level benefits.
Interested candidates are requested to share their updated resume on harshita@berkowits.in
