Director of Operations

Role Summary

We are seeking a dynamic and results-driven Head of Operations to lead and oversee the end-to-end operational functions of the organization. The role is responsible for ensuring seamless service delivery, operational excellence, and high-quality patient and customer experience across all non-clinical and service departments.

Key Responsibilities

• Lead and enhance patient-facing service operations including customer care, admissions, call centre, OPD, and IP services.
• Oversee and enhance the operational efficiency and quality standard of facilities, engineering, security, fire and safety, transport, housekeeping, and food & beverage services units.
• Provide strategic and operational leadership across all non-clinical and service functions of the organization.
• Ensure seamless coordination and integration of services to deliver operational excellence and an exceptional patient and customer experience.
• Drive overall operational efficiency, productivity, and continuous improvement initiatives across all departments.
• Ensure high standards of service quality, safety, compliance, and regulatory adherence throughout the organization.
• Drive resource optimization and cost-effective service delivery without compromising quality.
• Implement best practices, innovation, and process improvements to enhance operational effectiveness and customer experience.

Requirements/Qualifications

• Bachelor's degree in Business Administration, Engineering, Healthcare Management, or a related field. A Master's degree (MBA or equivalent) will be an added advantage.
• Minimum of 10–15 years of progressive experience in operations management, with at least 5 years in a senior leadership role.
• Proven experience in managing large-scale, multi-functional operations in a healthcare or complex service industry environment.
• Strong background in overseeing non-clinical operations such as facilities management, engineering, security, housekeeping, transport, and patient service functions.
• Demonstrated experience in leading customer experience or service excellence initiatives in a high-volume service environment.
• Strong understanding of operational KPIs, process improvement methodologies, and service quality standards.
• Excellent leadership, communication, and stakeholder management skills.
• Ability to manage large teams and drive performance in a fast-paced, dynamic environment.

Location

The Lanka Hospitals Corporation PLC, No.578, Elvitigala Mawatha, Colombo 05