Cluster Head - Operations

The Cluster Head will be responsible for overseeing the operational, financial, and patient experience performance across multiple Luma Fertility centres. This role will work closely with Centre Managers to drive operational excellence, revenue growth, standardisation, and scalability as Luma expands.

1. Business Performance & Revenue

• Own cluster-level revenue, profitability and operational KPIs aligned with company AOP.
• Drive treatment conversions, attachment rates, FCDR and indirect conversions across all centres.
• Monitor centre-wise business performance and identify improvement opportunities.
• Review revenue leakage, billing efficiency and collection metrics.
• Drive initiatives to improve revenue per patient and overall centre productivity.

2. Centre Leadership & Team Development

• Conduct weekly business reviews and monthly performance reviews.
• Set KPIs and monitor achievement against targets.
• Support hiring, onboarding and succession planning for operational teams.
• Build a high-performance culture with strong accountability.

3. Patient Experience & Quality

• Ensure consistent patient experience standards across all centres.
• Monitor NPS, waiting time, complaints and patient feedback.
• Drive patient experience improvement initiatives.
• Ensure grievance resolution and escalation management.
• Maintain hospitality, cleanliness and service quality standards.

4. Process Excellence & Compliance

• Develop, implement and continuously improve SOPs across centres.
• Ensure compliance with ART regulations, PCPNDT, MRD documentation and internal quality standards.
• Drive audit preparedness and corrective action implementation.
• Standardise operational reporting and governance.

5. Growth & Strategic Projects

• Partner with Marketing, Corporate Sales and Clinical teams to improve patient acquisition and conversion.
• Support expansion into new centres through operational planning and execution.
• Lead strategic operational initiatives and automation projects.
• Identify opportunities to improve efficiency, cost optimisation and patient outcomes.

6. Financial & Business Governance

• Review centre P&Ls and operational costs.
• Monitor inventory, procurement and vendor performance.
• Ensure financial discipline and minimise operational inefficiencies.
• Drive budgeting and forecasting with leadership.

7. Reporting & Analytics

• Own cluster performance dashboards.
• Present weekly and monthly business reviews to leadership.
• Analyse conversion trends, operational KPIs and patient insights.
• Drive data-based decision making across centres.

• 10–12 years of experience in specialty healthcare operations, including at least 3–4 years within the fertility industry.
• Proven experience managing multiple clinics, hospitals, or healthcare centres.
• Strong understanding of healthcare operations, revenue cycle management, and patient experience.
• Demonstrated experience leading Centre Managers or Operations Managers.
• Strong analytical, financial, stakeholder management, and problem-solving skills.