Head of Operations
Job Description
- Responsible for leading the “Guest Services, Call Center and VIP coordination” team to exceed the expected levels of performance
- Ensures that all agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) defined for the clients, are met, or exceeded.
- Performs the root cause analysis for non-achievement of SLAs. KPIs to develop and to execute remedial solutions.
- Manages all operations staff and ensures that they are adequately trained and equipped to deliver client service.
- Reviews and analyzes performance reports against targets with team leaders.
- Manages performance of individuals and teams through effective performance management techniques, career planning strategies and sharing of best practices.
- Mentors and ensures smooth induction of new hires in the process.
- Works closely with HR to ensure high employee morale and retention initiatives
- Exemplifies the company’s vision, mission, and values.
- Monitor the patient experience levels and work with clinical and non-clinical teams to improve the experience.
- Communicates effectively with other departments, business units and management.
- To maintain and to ensure patient & employee confidentially.
- Ensures compliance with policies and procedure.
- Sets an example of best working practices for all employees
Qualifications
Bachelor’s degree/ Masters (preferred) in relative field
Minimum 10 years’ experience in a hospital/medical center and in a similar role.
- Technical and Functional Expertise
- Understanding the Business
- Strong analytical and problem-solving skills.
