General Manager – Operations Transformation

Role Overview

We are seeking an experienced and hands-on General Manager – Operations Transformation to drive operational excellence across our hospital and clinic network. The successful candidate will take a practical, execution-focused approach to understanding the business, improving operational performance, and establishing stronger processes and accountability across the organization.

This role will initially focus on stabilizing operations, improving efficiency, and delivering measurable results, with the opportunity to gradually expand into a broader enterprise leadership role. Over time, the position will work closely with the CEO to drive organizational transformation, business scalability, and overall performance.

The ideal candidate combines strong operational expertise with strategic thinking and is comfortable working directly with teams to solve problems, implement improvements, and build a more effective operating model.

Key Responsibilities

1. Operational Leadership & Performance Improvement

• Lead day-to-day operational performance across hospitals and clinics, ensuring consistent service quality and operational continuity.
• Assess operational challenges, workflow issues, inefficiencies, and execution risks across different business units.
• Identify and implement practical improvements that deliver visible and measurable results.

2. SOP, Process & Governance Development

• Develop, improve, and implement SOPs, governance processes, and operational controls across the organization.
• Establish standardized and scalable processes that improve efficiency, accountability, and operational control.
• Ensure processes are consistently applied while remaining practical for individual business units and locations.

3. Multi-Site Performance Management

• Manage operational performance across multiple locations and entities, ensuring consistent standards and business outcomes.
• Establish KPIs, dashboards, reporting structures, and regular performance reviews to support management decision-making.
• Identify operational bottlenecks, unnecessary costs, and performance gaps, and lead corrective actions.

4. Cross-Functional Leadership

• Partner closely with Medical, Marketing, HR, Finance, Construction, and other functional leaders to ensure effective execution.
• Improve collaboration across departments and translate business objectives into clear operational actions.
• Drive accountability, follow-up, and timely resolution of operational issues.

5. Business Transformation & Organizational Growth

• Partner with the CEO to improve the organization's operating model, scalability, and overall operational maturity.
• Support initiatives related to centralization, process optimization, and sustainable business growth.
• Lead transformation through hands-on execution, building organizational trust through measurable results and gradually expanding strategic influence.

6. Leadership & Management Development

• Strengthen the middle-management team to improve operational ownership, reporting, and execution.
• Promote a culture of accountability, responsiveness, discipline, and performance.
• Coach and develop managers to operate with greater structure, commercial awareness, and ownership of results.

Qualifications

• 10+ years of experience in operations, general management, business transformation, or a related leadership function, preferably within multi-site or multi-entity organizations.
• Demonstrated ability to manage operations hands-on while contributing to broader business transformation and organizational development.
• Strong experience in process improvement, SOP implementation, KPI management, and operational performance management.
• Experience in fast-growing, complex, founder-led, or transformation-stage organizations is highly preferred.
• Background in healthcare, hospitality, retail chains, service businesses, or other multi-unit operations is advantageous.
• Strong commercial and financial understanding, including budgeting, cost management, KPI analysis, and operational planning.
• Excellent stakeholder management skills with the ability to work effectively with both senior executives and operational teams.
• Fluent in Thai and English, with strong communication, influencing, and collaboration skills.