Head - Operations Excellence & Business Intelligence

Reports To: Chief Operating Officer (COO)

Location: Whitefield, Bengaluru (On-site / Operations Floor)

About the Role:

Teleradiology Solutions (TRS) is scaling rapidly, with an ambition to significantly increase daily reading capacity while maintaining pristine standards of quality, turnaround time (TAT), and customer experience.

We are looking for a high-energy, hands-on builder to establish and lead our central Operations Excellence capability.

This is not a traditional PMO role focused on slide decks, status reports, or action trackers.

You will work directly with operating teams on the floor, map how work flows, identify bottlenecks, build the systems required to fix them, and personally drive implementation alongside the COO and operating leaders.

Key Responsibilities:

1. Build the TRS Operations Management System:

• Replace fragmented trackers with a unified operating methodology encompassing standard project tracking, defined milestones, and rapid escalation mechanisms.
• Drive disciplined daily, weekly, and monthly operating reviews powered by Lean and Six Sigma problem-solving principles.

2. Design the Operations KPI & Performance Dashboard:

• Design, build, and manage the first working version of a live operational dashboard tracking throughput, RVUs/readings per day, ABR capacity utilization, SLAs, escalations, and satisfaction metrics.

3. Establish Daily Management Discipline:

• Run the operational cadence across core operating functions, ensuring structured problem-solving, risk identification, and high-impact action closure rather than just scheduling review meetings.

4. Optimize the End-to-End Value Stream:

• Map and continuously improve the diagnostic interpretation value stream: Client order - Assignment - Case loading - Reading - Proofing - Sign-out - Delivery.
• Conduct Gemba walks to quantify bottlenecks, queue wait times, capacity constraints, rework, and handover losses.

5. Turn Pilots into Scaled Operating Practices:

• Take successful operational pilots (e.g., routing/assignment innovations) and standardize them into SOPs, controls, training frameworks, and organization-wide practices.

6. Build the Team & Process Owner Network:

• Build and mentor a compact, high-caliber central hub (2 - 4 members) spanning process excellence, analytics, and project execution.
• Establish a dotted-line network of embedded process owners across operating functions.

7. Cross-Functional Execution:

• Collaborate closely with Technology/AI, Quality, and Credentialing to drive dependencies and commitments without relying on formal authority.

What We Are Looking For (The Profile):

• Mindset: Energetic, analytical, highly hands-on, and comfortable with ambiguity.
• You are a builder rather than an advisor.
• Floor-Based Orientation: A natural desire to spend time on the floor with assigners, case loaders, readers, and proofers to understand how work happens.
• Lean / Six Sigma: Green Belt or Black Belt preferred, backed by practical application of value stream mapping, root-cause analysis, waste reduction, and standard work.
• Data & Technology Fluency:

1. Mandatory: Advanced Excel, Dashboard/BI tool capability, and working knowledge of SQL.

2. Preferred: Python or another scripting language, experience integrating multi-system operational data.

• Background: Open to candidates from high-throughput environments including Healthcare/Teleradiology, Manufacturing, BPO/ITES, Logistics, Supply Chain, Shared Services, or High-Volume Service Operations.

If you are passionate about building operational backbones from the ground up and driving execution on the floor, we would love to connect with you.