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<h2 dir="ltr"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Job Title</b></span></span></h2>
<p dir="ltr"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Associate Director – Operations (Diagnostics)</b></span></span></p>
<h2 dir="ltr"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Location</b></span></span></h2>
<p dir="ltr"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Bangalore</b></span></span></p>
<h2 dir="ltr"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">About Connect and Heal</b></span></span></h2>
<p dir="ltr"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Connect and Heal is India’s leading employer-led healthcare platform, enabling preventive health check-ups, diagnostics, OPD care, and 24×7 wellness support for employees across enterprises. We operate at scale with a deep focus on operational excellence, partner reliability, and tech-led efficiency.</b></span></span></p>
<p dir="ltr"> </p>
<h2 dir="ltr"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Role Summary</b></span></span></h2>
<p dir="ltr"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">The Associate Director – Operations will own and scale the Lab Visit (Diagnostics) business end-to-end, with full P&L responsibility. This role is a builder-operator position—responsible for daily execution, provider network performance, unit economics, process design, and building long-term operating leverage through product, automation, and data.</b></span></span></p>
<p dir="ltr"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">You will work at the intersection of operations, product, analytics, and provider partnerships, ensuring a world-class consumer experience while driving cost efficiency and scalability.</b></span></span></p>
<p dir="ltr"> </p>
<h2 dir="ltr"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Key Responsibilities</b></span></span></h2>
<h3 dir="ltr"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">1. P&L Ownership & Business Performance</b></span></span></h3>
<ul>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Own end-to-end P&L for the Diagnostics / Lab Visit business.</b></span></span><br />
</p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Drive GM improvement via pricing discipline, provider negotiations, mix optimisation, and ops efficiency.</b></span></span><br />
</p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Build and track unit economics at SKU / city / provider / cohort level.</b></span></span><br />
</p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Own forecasting, monthly business reviews, variance analysis, and corrective actions.</b></span></span><br />
</p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Balance growth, quality, and cost without compromising CX.</b></span></span><br />
</p>
</li>
</ul>
<p dir="ltr"> </p>
<h3 dir="ltr"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">2. Daily Operations & Execution Excellence</b></span></span></h3>
<ul>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Own day-to-day ops: order allocation, appointment fulfilment, cancellations, reschedules, escalations.</b></span></span><br />
</p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Design and continuously improve SOPs, SLAs, escalation matrices, and QC processes.</b></span></span><br />
</p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Ensure high on-time visit rates, low cancellations, minimal rework, and zero patient safety incidents.</b></span></span><br />
</p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Build operational resilience for peak loads, seasonality, and enterprise-driven spikes.</b></span></span><br />
</p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Lead centralized and on-ground teams (concierge, ops coordinators, city leads if applicable).</b></span></span><br />
</p>
</li>
</ul>
<p dir="ltr"> </p>
<h3 dir="ltr"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">3. Building Ops Leverage & Scalability</b></span></span></h3>
<ul>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Identify and eliminate manual ops bottlenecks through process re-engineering.</b></span></span><br />
</p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Convert people-led ops into system-led workflows.</b></span></span><br />
</p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Design scalable operating models where transaction growth does not linearly increase headcount.</b></span></span><br />
</p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Define clear control points: where human intervention is required vs automated.</b></span></span><br />
</p>
</li>
</ul>
<p dir="ltr"> </p>
<h3 dir="ltr"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">4. Product & Tech Collaboration (Product-Led Ops)</b></span></span></h3>
<ul>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Work closely with Product, Tech, and Data teams to:</b></span></span><br />
</p>
<ul>
<li aria-level="2" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Translate ops pain points into product requirements (PRDs).</b></span></span><br />
</p>
</li>
<li aria-level="2" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Build self-serve, workflow-driven, and rule-based systems.</b></span></span><br />
</p>
</li>
<li aria-level="2" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Improve both consumer experience (booking, tracking, transparency) and internal ops efficiency.</b></span></span><br />
</p>
</li>
</ul>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Champion automation, instrumentation, and experimentation over manual fixes.</b></span></span><br />
</p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Be the voice of ops in product prioritization forums.</b></span></span><br />
</p>
</li>
</ul>
<p dir="ltr"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">5. Provider Network Ownership & Relationships</b></span></span></p>
<ul>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Own provider lifecycle management: onboarding, performance tracking, renewal, and exits.</b></span></span><br />
</p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Build strong relationships with diagnostic chains, regional labs, and premium partners.</b></span></span><br />
</p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Drive provider compliance on SLAs, quality standards, reporting, and billing accuracy.</b></span></span><br />
</p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Lead commercial negotiations: pricing, margins, exclusivity, incentives, penalties.</b></span></span><br />
</p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Create provider scorecards and actively manage under-performance.</b></span></span><br />
</p>
</li>
</ul>
<p dir="ltr"> </p>
<h3 dir="ltr"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">6. Data, Analytics & Instrumentation</b></span></span></h3>
<ul>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Be deeply data-driven; define and own all core ops and business metrics.</b></span></span><br />
</p>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Work with analytics teams to build:</b></span></span><br />
</p>
<ul>
<li aria-level="2" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Real-time ops dashboards</b></span></span><br />
</p>
</li>
<li aria-level="2" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Provider performance scorecards</b></span></span><br />
</p>
</li>
<li aria-level="2" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Funnel leakage and root-cause analysis</b></span></span><br />
</p>
</li>
</ul>
</li>
<li aria-level="1" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Use data to:</b></span></span><br />
</p>
<ul>
<li aria-level="2" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Predict failures before they occur</b></span></span><br />
</p>
</li>
<li aria-level="2" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Optimize allocation and routing</b></span></span><br />
</p>
</li>
<li aria-level="2" dir="ltr">
<p dir="ltr" role="presentation"><span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Improve first-time-right rates</b></span></span><br />
</p>
</li>
</ul>
</li>
</ul>
<span style="font-size:12px;"><span style="font-family:Arial,Helvetica,sans-serif;"><b id="docs-internal-guid-7e879d7e-7fff-7124-2f56-2c95076bc1c5">Drive a culture where decisions are backed by numbers, not anecdotes.</b></span></span><br />
