Leadership Role - Associate Director
Location: Bengaluru (with regular travel across regional hubs)Reports to: Senior Director / MediBuddy Chief Operations OfficerTeam to be Managed Nationally: Regional Operations Managers, City/Branch Managers, Field NetworkOps
Role Overview
As AD– Operations, you will take end-to-end operational ownership of the Pre-Policy Medical Checkup(PPMC) business line across all branches nationally. This is a high-stakes leadership role designed for anoperational powerhouse who thrives at the intersection of large-scale field management, unit economics,and client SLA execution.Your core mandate is to build and run a high-performing fulfillment network that converts insurer-assignedleads into completed, high-accuracy medical reports—driving same-day conversion, optimizing cost percase, and consistently exceeding strict SLAs for top enterprise insurance partners.
Key Responsibilities
Operational Fulfilment & Delivery
● Drive National Conversion Targets: Own same-day and M0 attendance conversion targetsnationally to maximize fulfillment yield per assigned lead.● Network & Cost Efficiency: Strategically manage the Home Visit (HV) vs. Diagnostic CenterVisit (DCV) mix across pincodes, balancing high conversion rates with optimal cost per case.● Turnaround Time (TAT) & Quality Control: Enforce zero-defect report quality, minimizereschedules/cancellations, and significantly reduce repeat sample collections across all operatingzones.
Branch & Field Network Leadership
● National Operations Leadership: Command a multi-tier field and branch organization,establishing a structured weekly operating rhythm, review cadences, and escalation protocols.● Geographic Expansion: Expand serviceability in underpenetrated Tier-2/3 markets by scalingphlebotomist coverage, vendor onboarding, and diagnostic center partnerships.● Capacity & Demand Planning: Build dynamic capacity models against insurer inflow forecasts,managing seasonal spikes and campaign-driven volume surges.Enterprise Partner & SLA Management● Insurer SLA Ownership: Serve as the strategic operational counterpart for chief enterpriseinsurance partners, leading performance reviews, ensuring zero-penalty SLA compliance, andsecuring top-tier partner rankings.● Priority Lead Execution: Oversee high-priority and VIP leads under strict SOP guidelines withzero error tolerance.Process Excellence & Digital Transformation● Root Cause Analysis (RCA) Discipline: Institutionalize deep RCA frameworks fornon-attendance and cancellations, converting ground insights into actionable, branch-levelcorrective playbooks.● Product & Tech Adoption: Partner closely with Product and Engineering teams on fieldautomation initiatives, driving product adoption and change management across branch teams.People & Organizational Leadership● Talent Development: Hire, develop, and retain high-performing regional and branch leaders,building a robust leadership bench.● Metric-Driven Culture: Establish clear productivity benchmarks per FTE and foster anuncompromising culture of daily metric ownership across all field teams.


Key Performance Indicators (KPIs)
Objective Target Metrics
Fulfilment & Conversion: Same-Day & M0 Attendance Conversion %, Lead-to-ReportYieldOperational Efficiency: Cost Per Case (CPC), HV vs. DCV Mix Efficiency,Quality & SLA Report TAT, % Zero-Defect Reports, Partner SLA ComplianceNetwork Scale:  Pin code Coverage %, Phlebotomist Utilization Rate