Cluster Manager
Job Description
Job Summary
To oversee and strengthen operations across 10–13 branches by ensuring consistent implementation of SOPs, service quality standards, statutory compliance, manpower optimization, and superior patient experience. The Cluster Manager drives operational discipline, standardization, audit readiness, and service excellence by closely mentoring and monitoring Branch Managers. This role is focused purely on operations governance and execution excellence across the Cluster.
Education:
Graduate/Postgraduate in Business Administration, Hospital/Healthcare Management or related field.
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
- Multi-branch operational management
- Process standardization & audit control
- Team leadership & mentoring
- Problem-solving & escalation handling
- Strong monitoring and governance capability
- Patient experience management
Primary Responsibilities
- Cluster Operations Governance
• Ensure uniform implementation of SOPs, checklists and operational protocols across all branches.
• Conduct structured monthly operational reviews with Branch Managers.
• Perform audits across branches.
• Standardize processes for billing-to-service and service-to-report workflows.
• Ensure corrective action plans are implemented within defined timelines.
2. Service Quality & Patient Experience
• Monitor cluster-level TAT adherence across modalities.
• Oversee complaint resolution mechanisms and ensure closure within TAT.
• Drive Google rating improvement initiatives (target ≥ 4.5 across branches).
• Ensure hygiene, safety, infrastructure and patient flow standards are maintained uniformly.
3. Compliance & Regulatory Oversight
• Ensure 100% compliance with NABH/NABL standards (wherever applicable)
• Monitor statutory submissions (PCPNDT, AERB, biomedical waste compliance, etc).
• Ensure documentation accuracy and audit preparedness at all branches.
• Oversee equipment uptime and ensure breakdown escalation is handled with minimal downtime.
4. Inventory & Resource Optimization
• Monitor stock utilization patterns across branches and prevent wastage.
• Ensure accurate inventory posting and inter-branch stock movement compliance.
• Optimize manpower deployment across branches through coordination with Branch Managers.
• Review rostering, leave planning, and OT control across cluster.
5. Team Leadership & Performance Management
• Mentor and develop Branch Managers.
• Conduct performance reviews and capability assessments.
• Drive discipline standards (attendance, grooming, conduct).
• Identify training needs and coordinate with HR/training teams.
• Monitor attrition trends and proactively stabilize teams.
6. Escalation & Issue Resolution
• Act as first escalation point for operational issues beyond branch control.
• Coordinate with corporate teams (IT, Biomedical, HR, Quality) for timely resolution.
• Ensure zero disruption to patient services across the cluster.
