Operation Manager

Job Description – Lab Operations Manager ✓ Job Description – Lab Operations Manager

Position

Lab Operations Manager – Non-Medical Operations

Department

Laboratory Operations

Job Summary

We are looking for an experienced and proactive Lab Operations Manager to oversee the day-to-day non-medical operations of the laboratory. The role will be responsible for ensuring smooth lab functioning, effective team management, client engagement, customer service, issue resolution, staff coordination, and operational efficiency.

The ideal candidate should have strong leadership, communication, people-management, and problem-solving skills, with the ability to coordinate between clients, laboratory teams, support functions, and management.

Key Responsibilities

1. Lab Operations Management

Manage and monitor the day-to-day non-medical operations of the laboratory.

Ensure smooth workflow and coordination between different operational teams.

Monitor operational activities, turnaround times, productivity, and service levels.

Identify operational gaps and implement corrective and preventive actions.

Ensure proper coordination between front office, customer service, logistics, administrative, and laboratory support teams.

Maintain proper operational records, reports, and documentation.

Ensure adherence to company policies, SOPs, and operational guidelines.

2. Client Engagement & Relationship Management

Act as a key point of contact for clients regarding operational matters.

Develop and maintain strong professional relationships with clients.

Understand client requirements and ensure timely delivery of services.

Conduct regular client interactions and follow up on pending requirements.

Collect client feedback and communicate relevant feedback to the concerned teams.

Support client retention through effective communication and issue resolution.

3. Client Complaint & Issue Resolution

Handle and resolve client complaints and operational concerns promptly.

Investigate the root cause of client issues in coordination with relevant teams.

Ensure timely corrective action and closure of complaints.

Maintain records of complaints, resolutions, and recurring issues.

Escalate critical or unresolved issues to senior management when required.

Follow up with clients to ensure satisfactory resolution.

4. Staff Management & Team Handling

Manage, supervise, and support the non-medical operational staff.

Allocate responsibilities and work schedules based on operational requirements.

Monitor employee performance, attendance, productivity, and discipline.

Conduct regular team meetings and communicate organizational updates.

Motivate the team and maintain a positive and professional work environment.

Identify training and development requirements for team members.

Address employee concerns and coordinate with HR for appropriate resolution.

Manage conflicts within the team and ensure effective teamwork.

5. HR & People Management Responsibilities

Coordinate with HR for recruitment, onboarding, transfers, and employee exits.

Support the recruitment process by identifying manpower requirements and participating in interviews where required.

Ensure proper induction and onboarding of new employees.

Monitor attendance, leave, shift schedules, and manpower availability.

Support performance appraisal and employee evaluation processes.

Address employee grievances and coordinate with HR for resolution.

Ensure compliance with company HR policies and procedures.

Maintain confidentiality of employee and organizational information.

6. Customer Service Management

Ensure high standards of customer service across all operational touchpoints.

Monitor customer queries and ensure timely responses.

Train and guide staff on professional customer communication.

Monitor customer feedback and identify areas for improvement.

Handle escalated customer concerns and ensure appropriate resolution.

Develop processes to improve overall customer experience.

7. Team Performance & Productivity

Set operational targets and monitor team performance.

Track productivity and identify areas requiring improvement.

Conduct periodic performance reviews with team members.

Recognize good performance and provide constructive feedback.

Implement process improvements to improve efficiency and reduce delays.

Ensure adequate manpower planning based on workload.

8. Coordination & Communication

Coordinate with senior management on operational matters.

Work closely with HR, finance, administration, customer service, logistics, and other support functions.

Ensure effective communication between management and operational staff.

Prepare and share regular operational reports and updates.

Participate in management meetings and provide operational insights and recommendations.

9. Process Improvement

Identify inefficiencies in existing operational processes.

Suggest and implement improvements to enhance productivity and customer satisfaction.

Monitor recurring operational and customer issues and develop preventive measures.

Support implementation of new processes, systems, and operational initiatives.

Ensure smooth change management within the team.

10. Reporting & Documentation

Prepare daily, weekly, and monthly operational reports.

Monitor key operational and customer-service metrics.

Maintain records of complaints, staff performance, attendance, incidents, and corrective actions.

Present operational updates and performance reports to management.

Ensure accuracy and timely submission of required reports.

Key Performance Indicators (KPIs)

Client satisfaction and retention

Timely resolution of client complaints

Customer complaint closure time

Operational efficiency and productivity

Team attendance and manpower availability

Employee performance and retention

Staff productivity

Turnaround time for operational activities

Reduction in recurring client complaints

Compliance with SOPs and company policies

Team engagement and employee satisfaction

Accuracy and timeliness of operational reporting

Required Skills & Competencies

Strong team leadership and people-management skills

Excellent verbal and written communication skills

Strong client and customer relationship management skills

Good problem-solving and decision-making abilities

Conflict-resolution and negotiation skills

Ability to manage multiple activities simultaneously

Strong organizational and time-management skills

Good understanding of HR and employee-management processes

Ability to work under pressure and meet deadlines

Strong reporting and documentation skills

Professional and customer-focused approach

Ability to coordinate effectively with multiple departments

Qualification & Experience

Bachelor's degree in Business Administration, Operations Management, Life Sciences, or a related field.

2–8 years of relevant experience in laboratory operations, healthcare services, diagnostics, customer operations, service operations, or a similar environment.

Prior experience in team management, client handling, complaint resolution, and HR coordination is preferred.

Experience managing a team and handling escalated customer/client issues will be an advantage.