Careers That Shape Cancer Care

Head – Lab Operations

Experience: Min 12 years of relevant experience in diagnostic laboratory operations, hospital operations, healthcare management, or related healthcare services.

Location: Mahim, Mumbai

Department: Laboratory Operations
Reporting To: Associated Vice President – Head Commissioning & Operations

Role Overview

The Head – Lab Operations will be responsible for the overall operational, administrative, commercial, and business performance of the Centre for Oncopathology (COP), Mahim.

The incumbent will provide leadership for the smooth and efficient functioning of the centre, ensuring operational excellence, timely delivery of diagnostic services, optimal utilization of resources, high-quality customer experience, financial sustainability, and achievement of business objectives.

The role will work closely with the Lab Director, Technical & Non-Technical, Quality, Finance, IT, Business Development, and other support functions to ensure seamless end-to-end operations.

The incumbent will be responsible for translating organizational objectives into effective operational processes, measurable KPIs, and sustainable business performance.

Key Responsibilities

1. Overall Centre Operations

• Take overall responsibility for the efficient day-to-day operations of COP, Mahim.
• Ensure seamless coordination across front office, sample reception, accessioning, processing, reporting, dispatch, logistics, and other support functions.
• Establish and monitor operational KPIs to drive efficiency, productivity, quality, and service excellence.
• Identify operational bottlenecks and implement effective corrective and preventive measures.
• Develop and strengthen systems and processes to ensure consistent and scalable operations.
• Responsible to maintain the quality management system as per the industry norms and applicable national/international accreditation programs.

2. Front Office & Customer Experience

• Ensure efficient functioning of the front office and patient/customer-facing processes.
• Monitor the complete patient journey from acceptance and registration through payment, sample collection/accessioning, report delivery, and query resolution.
• Improve customer experience and ensure timely resolution of patient, clinician, hospital, and institutional client concerns.
• Establish effective mechanisms for monitoring and addressing complaints and service-related issues.
• Drive a culture of service excellence and accountability across the centre.

3. Turnaround Time & Operational Efficiency

• Drive adherence to defined TATs and service-level commitments.
• Monitor sample movement and reporting workflows to identify delays and bottlenecks
• Establish effective escalation mechanisms for delayed or critical cases.
• Work with technical and medical teams to improve operational workflows without compromising quality.
• Continuously identify opportunities for process optimization and productivity improvement.

4. Business Growth & Revenue Management

• Drive business growth and revenue enhancement for COP, Mahim, in alignment with organizational strategy.
• Develop and maintain strong relationships with hospitals, clinicians, institutional clients, corporate clients, and other key stakeholders.
• Identify opportunities for new business, partnerships, referral relationships, and expansion of services.
• Support the onboarding and operational implementation of new institutional and hospital partnerships.
• Monitor revenue performance and develop action plans to achieve business targets.
• Focus on client retention, relationship management, and sustainable revenue growth.

5. P&L & Cost Management

• Take ownership of the centre's operational financial performance in coordination with Finance and management.
• Monitor revenue, operating costs, manpower expenses, productivity, and margins.
• Identify opportunities for cost optimization and efficient resource utilization.
• Ensure that operational improvements translate into measurable financial and business outcomes.
• Participate in annual budgeting, forecasting, and business planning for the centre.
• Benchmarking of rates with Industry Standards.

6. People & Team Management

• Lead and manage operational and support teams at COP, Mahim.
• Ensure appropriate manpower planning, workforce deployment, and productivity.
• Define clear KRAs and KPIs for operational teams and conduct regular performance reviews.
• Identify training and development needs and support capability building.
• Foster a culture of ownership, teamwork, accountability, discipline, and continuous improvement.
• Work closely with HR on recruitment, employee engagement, performance management, and employee related matters.

7. Quality, Compliance & Governance

• Ensure operational compliance with applicable statutory, regulatory, organizational, and accreditation requirements.
• Work closely with the Lab Director, Quality team, and technical leadership to support compliance with NABL and other applicable quality standards.
• Ensure effective implementation of SOPs, policies, and operational controls.
• Monitor operational non-conformities, complaints, incidents, and CAPAs and ensure timely closure.
• Maintain appropriate operational documentation and records to support audits and regulatory requirements.

8. Stakeholder Management

• Act as a key operational interface between COP and internal and external stakeholders.
• Work closely with the Lab Director and Medical/Technical Leadership to ensure smooth coordination between operational and technical functions.
• Collaborate with Finance, HR, Quality, IT, Business Development, and other corporate functions.
• Build strong relationships with clinicians, hospitals, institutional clients, and referral partners.
• Ensure timely communication and resolution of operational concerns.

9. Data, MIS & Performance Management

• Establish robust systems for monitoring operational and business performance.
• b. Review daily, weekly, and monthly MIS covering revenue, TAT, productivity, sample volumes, customer complaints, quality indicators, and financial performance.
• Use data and dashboards to identify trends, risks, and opportunities for improvement.
• Present regular operational performance reviews and action plans to senior management.

10. Process Improvement & Digital Transformation/ Branding & Marketing

• Identify opportunities for automation, digitization, and technology-enabled improvements across centre operations.
• Drive continuous improvement initiatives to enhance efficiency, productivity, customer experience, and scalability.
• Standardize processes and workflows to support future growth and expansion.

Key Performance Indicators (KPIs)

• Revenue and business growth
• P&L and operating margin
• TAT adherence
• Sample rejection and error rates
• Customer / patient satisfaction
• Complaint resolution and closure
• Front office efficiency and service quality
• Client retention and institutional business growth
• Employee productivity and manpower optimization
• Operational cost management
• Quality and compliance performance – best practice & statutory
• Timely closure of CAPAs and operational issues
• Successful implementation of new and business initiatives

Core Competencies

• Laboratory and Healthcare Operations
• Business & Revenue Growth
• P&L Management
• Operational Excellence
• Process Improvement
• TAT Management
• Customer Experience
• People Leadership
• Stakeholder Management
• Quality & Compliance Orientation
• Data-driven Decision Making
• Cost Optimization
• Change Management
• Strong Communication & Negotiation Skills

Qualification & Experience

• Postgraduate qualification in Management / Healthcare Management / Life Sciences or a related discipline.
• 12–15 years of relevant experience in diagnostic laboratory operations, hospital operations, healthcare management, or related healthcare services.
• Proven experience in managing end-to-end diagnostic or healthcare operations with responsibility for business and financial performance.
• Experience in managing hospital laboratory operations, institutional partnerships, or diagnostic networks will be preferred.
• Demonstrated experience in P&L management, operational restructuring, process improvement, and team leadership.
• Strong understanding of diagnostic laboratory workflows, TAT management, quality systems, and healthcare operations.
• Strong business acumen and stakeholder management capabilities.

Molecular Lab Manager

Experience: Minimum 8 -10 years of experience in molecular techniques or genetic laboratory services (including 3 years of hands-on experience in NGS).

Location: Mumbai - Work from hospital/clinic

About the Role

Applications are invited for the position of Molecular Lab manager at Centre for Oncopathology, Mahim Mumbai (a Unit of Tata Cancer Care Foundation).

Position: Senior Technologist -Lab Manager

Number of Posts: 1

Eligibility

Qualification: M.Sc./M. Tech/PhD in Medical or Human Genetics/ Biotechnology/ Life Sciences/ Applied Biology

Experience: Minimum 8 -10 years of experience in molecular techniques or genetic laboratory services (including 3 years of hands-on experience in NGS).

Required expertise includes Next Generation Sequencing library preparation, sequencing workflows, assay standardization, QC procedures, data quality assurance, reagent and inventory management, laboratory operations and coordination.

Experienced professionals with strong scientific and managerial skills are encouraged to apply.

Please share your update cv with your current ctc and notice period details to Muriel Anchan manchan@tatacancercare.org

Job Summary/ Responsibilities

Broad requirements

• Overall smooth functioning of the lab operations.

Detailed JD:

Primary Responsibilities:

• As Lab Manager of Molecular Oncology, preparing and timely review of SOPs; assisting QA in review of QM, QSPs, PSC Manual etc as required.
• Ensuring compliance to ISO 15189:2012 standards & QMS by all staff at all times.
• Monitoring, updating and reviewing of quality indicators for quality improvement.
• Analysis of Quality Indicators
• Monthly indent and maintaining stock.
• As Lab Manager, daily analytical work including Quality control, troubleshooting, reporting of results.
• Checking of samples & determining the input quantity to be taken for processing.
• Supervising & Troubleshooting DNA extraction from paraffin embedded tissue & their spectrophotometric quantification, input in PCR & other downstream processing.
• Supervising & Troubleshooting Preparation of agarose gel & PAGE gel
• Supervising & Troubleshooting Reagent Preparation
• Supervising, setting up & Troubleshooting PCRs, reverse transcription assays, real time assays, sanger sequencing assays, various lab techniques & assays. Analysis of all the assays.
• Setting up, Troubleshooting including QC, Library preparation of NGS assays (DNA and RNA Sequencing). Analysis of NGS assays.
• Archival of nucleic acids.
• Participation in PT program, reviewing their results, maintaining their records & executing the corrective and preventive actions required.
• Reviewing Instrument logs & checking their performance.

Secondary Responsibilities:

• Maintaining and updating of documents.
• Smooth overall functioning of laboratory on a day-to-day basis.
• Training of new staff on technical operations, techniques and equipments. 
• Overall supervision of Molecular Oncology & lab administrative work.
• Involvement in negotiating rates/rate contracts for new equipments, AMC, CMC & reagents.
• Reviewing literature to start new tests.
• Standardization & Validation of all assays & technologies offered by the Molecular lab.
• Reviewing, understanding & implementing new techniques in the lab.
• Liaising with different technical support teams, vendors & companies to start new procedure using the launched technology.
• Analysing & determining if the technology/application is relevant to our requirement with respect to sample type, technology restrictions, compatibility issues, its ability to integrate with &/ support the existing technologies, equipments & assays existing in the lab.
• Estimating if it should be procured as also the usefulness (multiplicativity) of the procurement.