Operations Manager

Company Description

Role Description

Qualifications

• Proficiency in operations management, process optimization, and team leadership
• Strong organizational, problem-solving, and decision-making skills
• Experience in stakeholder relationship management and strategic planning
• Excellent communication, negotiation, and interpersonal skills
• Familiarity with the healthcare industry or previous experience working with healthcare providers is a strong advantage
• Demonstrable ability to work in a fast-paced, dynamic environment while meeting deadlines
• Bachelor's degree in Business Administration, Operations Management, or a related field (Master’s preferred)
• Proficiency in relevant software and tools for operations and workflow management
• Flexibility to work on-site in Dubai

1. Operational Ownership & Performance

• Own day-to-day operational performance across Sales, Licensing, Hospital Introduction, Customer Service and support functions
• Monitor workload, bottlenecks, cycle times and service quality
• Reduce rework, delays and dependency on individuals
• Act as the primary escalation point for cross-department issues

2. Process Improvement & SOP Implementation

• Lead continuous improvement of operational processes
• Implement and enforce Standard Operating Procedures (SOPs)
• Translate informal practices into clear, documented workflows
• Ensure consistent handovers between teams
• Drive operational discipline without slowing execution

3. System Implementation & Digital Transition

• Act as business owner of the custom IT system
• Translate operational needs into system requirements
• Work closely with the IT vendor during system design, testing, and rollout
• Ensure system workflows reflect real operational processes
• Drive system adoption across teams and reduce reliance on WhatsApp, Excel, and manual tracking

4. Roadmap Execution & Cross-Functional Coordination

• Lead execution of the Strategic Roadmap across all workstreams
• Coordinate sequencing and dependencies between initiatives
• Ensure initiatives move from plan to execution
• Track progress, risks, and delivery outcomes

5. Team Enablement & Change Management

• Support teams through change with clarity and structure
• Ensure staff understand new processes, systems, and expectations
• Work with HR on onboarding, training, and role clarity
• Reinforce accountability, ownership, and performance standards

6. Governance & Reporting

• Prepare operational updates for leadership
• Support Steering Committee discussions with data and insights
• Track KPIs related to operations, service quality, and system adoption

Education

• Bachelor’s degree in Business Administration, Operations Management, Industrial Engineering, Information Systems, or related field
• Master’s degree is a plus

Experience

• 10–15 years of experience in operations management, process improvement, or service delivery
• Strong experience in process design, SOP development, and operational optimization
• Hands-on experience working with digitization/automation or workflow systems
• Experience managing cross-functional teams
• Experience in healthcare, recruitment, professional services, or regulated environments is a strong plus
• Project management experience is a strong plus
• Experience working in scaling organizations or transformation initiatives is highly preferred

Skills & Competencies

• Strong operational and analytical mindset
• Ability to move between strategic thinking and hands-on execution
• Excellent process mapping and problem-solving skills
• Strong stakeholder management and communication skills
• Comfortable driving change and enforcing discipline
• High attention to detail with ability to see the big picture
• Confident working with systems, dashboards, and data
• Calm under pressure; able to prioritize and sequence work effectively

Performance Expectations (First 6–12 Months)

• Reduced operational chaos and rework
• Clear SOPs adopted and used in practice
• Improved visibility across cases, leads, and bottlenecks
• Successful rollout of core system modules
• Less dependency on individuals and CEO
• Teams operating with clearer ownership and accountability