Job Description

AWISH - Operations & Growth Manager (Clinic Network)

Mission: Drive daily execution, motivated teams, and profitable growth across AWISH clinics by owning tasks, targets, talent, and timelines.

Reports to: Founder/Directors (Dr. Vijay & Dr. Pooja)

Manages: Telecallers, Front Desk/Reception, Sales Counsellors, Marketing Executives, OT Techs/Assistants, Clinic Admins; dotted line to R&D, Accounts/Finance, HR.

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1) Top 6 Accountabilities (What success looks like)

1. Daily Work Allocation: Assign clear tasks to every team member by 10:00 AM; remove blockers.

2. Motivation & Culture: Keep energy high; run stand?ups, celebrate wins, coach calmly.

3. Evening Reporting: Collect outcomes by 7:00 PM; publish concise "Daily Closure Report."

4. Goals & Dashboards: Set monthly/weekly goals for business and each staff; track relentlessly.

5. Hiring & Bench Strength: Recruit "A?players," run pipeline, onboard fast, manage probation.

6. Talent Utilization: Map skills ? roles; cross?train; optimize rosters & productivity.

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2) Must?Have Skills & Traits

Functional Knowledge: Marketing (performance + brand), Sales (consult ? convert), Operations (clinic SOPs), R&D coordination, HR (JD, interviews, onboarding), Accounts basics (P&L view, expense control), Management systems.

Tools: Google Sheets/Docs/Slides, CRM/Leads tools (WhatsApp Business/Inbox), Call tracking, Project boards (Asana/Trello/ClickUp), Basic Excel analytics (VLOOKUP, Pivot), Presentation.

Traits: Sharp, active, hardworking, owner mindset, high EQ, structured thinker, data?driven, fluent Hinglish, crisp writing, calm under pressure, integrity.

Experience: 5-10 years in multi?location Ops/Sales/Clinic/Wellness/Healthcare/Beauty/Ed?tech/Consumer services.

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3) Core KPIs (Edit targets per branch)

Pillar KPI Owner Target Notes

Growth Monthly Revenue OGM ?___ By branch + network

Growth Consultation Count Front Desk ___ / day Paid + Free split

Sales Lead?Consult Conversion % Telecaller Lead ? ___% From inbound/outbound

Sales Consult?Procedure Conversion % Counsellor ? ___% By service line

Retention Revisit/Follow?up Rate Front Desk ? ___% 7/30/90?day windows

Quality NPS / Google Rating All ? 4.5? Complaints closed <48h

Ops OT/Room Utilization OT Tech ? ___% Prime hours 11-2, 5-8

People Attendance & Punctuality HR ? 98% Late/absence trend

People Training Completion OGM/HR 100% LMS modules / month

Finance Expense-to-Revenue % Accounts ? ___% Marketing, HR, Ops

Hiring Time?to?Fill (days) OGM/HR ? 21 From JD to offer

Churn Attrition (quarterly) OGM/HR ? ___% Exit interview analysis

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4) Daily / Weekly Operating Cadence (IST)

09:45-10:00 Quick Prep: Check yesterday's numbers, today's roster, leads queue.

10:00-10:15 Morning Huddle (all hands): Targets, tasks, motivation ("Aaj ka focus...").

10:15-11:00 Work Allocation: Individual task sheets, call lists, appointment confirmations.

11:00-12:00 Pipeline Deep?dive: Telecaller follow?ups, hot leads push, D?0 confirmations.

12:00-13:00 Floor Walk: SOP checks, hygiene, patient experience moments.

15:00-16:00 Mid?day Review: Slippages, quick coaching, re?allocate tasks.

17:00-18:00 Counselling & High?ticket support: Sit in 1-2 key consults.

18:30-19:00 Evening Closure: Collect reports; publish Daily Closure Report to founders.

Weekly (Mon): Targets & promotions plan. (Wed): Training/LMS hour. (Fri): Audit & SOP fixes. (Sat): Hiring pipeline + interviews. (Sun): Lite ops / campaign checks (if open).

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5) Reporting Templates

A. Morning Task Sheet (per staff)

Name Role Today's Top 3 Secondary Tasks Start Time End Time Blockers

1) 2) 3)

B. Evening Closure Report (branch)

Date: __ / Manager: __

1) Numbers: Consults: __ | Procedures: __ | Revenue: ?__ | Show?ups %: __ | Lead?Consult %: __ | Consult?Proc %: __

2) Wins: Short bullets

3) Issues & Resolutions: Owner + ETA

4) Tomorrow Priorities: Top 5

5) Hiring: Pipeline status + interviews scheduled

6) Customer Voice: NPS, reviews, escalations (with action)

C. Weekly KPI Dashboard (network)

Branch Rev (?) Consults Proc L?C % C?P % NPS? OT Util % Expense % Attrition Notes

Sarita Vihar

Patel Nagar

Jaipur

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6) Detailed JD (for Naukri/LinkedIn/Indeed)

Title: Operations & Growth Manager - AWISH Clinic Network (Delhi?NCR + Jaipur)

Location: Delhi NCR (multi?branch travel)

Type: Full?time, 6?day week

About AWISH: India's fast?growing Dermatology & Aesthetic ecosystem: multi?specialty clinics, education (Awish Aesthetic Institute), products (Dr. Awish Skin & Hair Care), and e?commerce (Doctor Ki Dukaan).

Your Role: Own daily execution, people performance, and revenue growth across branches. You'll allocate work, energize teams, ensure SOPs, drive conversions, and build a strong hiring bench.

Key Responsibilities

Give daily work to all employees; track completion and quality.

Run morning stand?ups & evening closures; publish daily numbers.

Set goals for business and each staff; maintain dashboards.

Partner with Marketing to plan promos; ensure lead hygiene & follow?ups.

Sit in critical consults; coach counsellors on conversions.

Optimize rosters, room/OT utilization, inventory & vendor SLAs.

Hire great talent; run interviews, reference checks, and probation plans.

Coordinate with R&D, HR, Accounts for smooth operations.

Guard patient experience: reviews, NPS, escalations closure.

Must?Have

5-10 yrs in Ops/Sales/Service business (healthcare/beauty/wellness preferred).

Strong command of funnels, targets, Excel basics (Pivots), and people coaching.

Crisp communication (Hinglish), high ownership, integrity.

Nice?to?Have

Clinic/wellness multi?site experience; CRM/WhatsApp Business fluency; basic P&L understanding.

Compensation: Competitive fixed + performance bonus tied to revenue growth, conversions, NPS, and cost discipline.

How to Apply: CV + 3?slide deck on "How I'll grow AWISH in 90 days" + a 1?page plan for hiring A?players.

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7) Short Job Post (for quick share)

AWISH hiring: Operations & Growth Manager (Delhi?NCR).

Daily execution, team motivation, evening numbers, goals per staff, hiring, and growth. 5-10 yrs in Ops/Sales/Healthcare/Beauty. Excel, CRM, Hinglish. 6?day week.

Email: careers@awish (or WhatsApp HR: ___). Subject: OGM Application.

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8) Candidate Screening Form (Google Form fields)

Full Name | Phone | Email | City

Current CTC | Expected | Notice Period

Years in Ops/Sales/Healthcare/Beauty

Biggest multi?branch achievement (100 words)

Funnel you improved (Lead?Consult or Consult?Procedure): before vs after, how?

Team size managed & roles

Excel skill (1-5) | CRM tools used

90?day growth plan headline for AWISH (5 bullets)

Availability for 30?min call

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9) Interview Kit (Score 1-5 each)

A. Ownership & Drive

Tell me about a time you turned around a bad month. What did you do in Week?1?

If consult?procedure drops to 18% this week, what are your first 3 actions?

B. Marketing & Sales

Design a 2?week promo to lift consults by 20% at Patel Nagar. Budget ?50k.

How will you ensure 100% lead follow?up within 24 hours?

C. Operations

Make a floor?walk checklist for patient experience and OT readiness.

How do you plan rosters for peak hours?

D. People & Hiring

Your framework to identify A?players in interviews?

A low performer with good attitude vs. high performer with toxic behavior--what do you do?

E. Finance & Data

Read a simple P&L: where do you cut/where do you invest?

Show me a quick pivot for daily leads by source and conversions.

F. Culture Fit

What does "AWISH -- treatment ? transformation" mean to you?

Hinglish role?play: convince a cold lead to book a ?49 consult.

Rubric (tick):

[ ] Clear thinking [ ] Data use [ ] Action bias [ ] Coaching ability [ ] Patient focus [ ] Integrity

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10) Practical Case Study (48?hr take?home or 60?min live)

Prompt: You manage 3 branches. Leads are flat, conversions dipped. In 30 days, grow revenue +20% without increasing total ad spend.

Deliverables:

1. 10?point action plan (lead hygiene, scripts, scheduling, bundles, reviews).

2. Daily dashboard mock?up (must include L?C and C?P).

3. 5?slide leadership plan to re?energize teams.

4. Hiring plan for 2 critical roles with JD snippets.

Evaluation: Practicality, speed, math sanity, cultural fit.

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11) 30?60?90 Day Plan (Outcomes)

Day 0-7 (Stabilize):

Shadow all roles; map current funnel & SOPs; publish first Daily Closure Report.

Fix top 5 leakages; implement morning/evening rituals.

Starter training calendar; draft hiring pipeline.

Day 8-30 (Execute):

Branch?wise targets and dashboards live.

Improve L?C by +10% via scripts + follow?up SLA.

Improve C?P by +5% via counselling checklist + doctor alignment.

Build bench: shortlist 5/role; start 2 hires.

Day 31-60 (Scale):

OT/Room utilization ? ___% ; reduce no?shows by 20%.

Launch referral program; 100 new reviews (?4.7?).

Training LMS: 2 modules/role completed.

Day 61-90 (Own It):

Revenue +20% vs baseline month; expense % stable or better.

NPS ? 4.5?; complaint TAT < 24-48h.

Finalize SOP playbook; handover cadence to team leads.

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12) Compensation & Incentives (example framework)

Fixed: market?competitive (Delhi?NCR).

Variable (Monthly/Quarterly): based on a scorecard:

Revenue vs Target (40%)

L?C & C?P improvement (25%)

NPS / Reviews & Escalation TAT (15%)

Expense?to?Revenue % & OT Utilization (10%)

Hiring Time?to?Fill & Training Completion (10%)

Guardrails: No incentives if NPS < 4.0? or compliance breaches.

Recognition: "Manager of the Month," certificates, experience vouchers.

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13) Decision Rights & RACI

Activity OGM Founders HR Accounts Clinic Leads

Daily tasks & rosters R I C I C

Promotions/campaigns A/R (??50k) A (>

?50k) C I C

Hiring (level?1/2) A/R I C I C

Performance actions R A C I C

Vendor ops & inventory R I C C C

Escalated complaints R A I I C

A = Approver, R = Responsible, C = Consulted, I = Informed

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14) Onboarding Checklist (Day 0-7)

Contracts, NDAs, code of conduct

Tools access: CRM, Sheets, WhatsApp, Call tracking, Drive

Read: AWISH Brand Bible, Top 10 SOPs, Services cheatsheets

Branch tour & introductions

Sit?in on consults & telecaller shifts

First weekly plan + targets draft

Health & Safety briefing

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15) Sample Scripts (Hinglish)

Morning Huddle (2 mins):

"Aaj hamara fokus: no?shows kam karna aur consult?procedure 25%+. Telecallers, 11 baje tak D?0 confirmations done. Counsellors, high?ticket ko doctor ke saath align karna. Har patient ko 5?star experience, smiles on!"

Motivation Ping (3 pm):

"Team, 60% targets hit. Jo pending hot leads hain unpe abhi dhyaan. 7 baje closure hai--let's finish strong .

Evening Closure (broadcast to founders):

"Sarita: Rev ?__, Consults __, Proc __, L?C __%, C?P __%. Wins: __. Issues: __ (ETA: __). Kal ke top 5: __."

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16) Ready?to?Use Assets (copy & paste into Sheets/Docs)

Morning Task Sheet (per staff)

Evening Closure Report (per branch)

Weekly KPI Dashboard (network)

Interview Scorecard (1-5 with notes)

Case Study Prompt & Evaluation Rubric

Job Type: Full-time

Pay: ?30,000.00 - ?100,000.00 per month

Work Location: In person