Operations Manager

1. JOB PURPOSE

Under the direction of the Directors and Senior Management, the Operations Manager is responsible for providing coordinated operational leadership across all Focus Clinical and Diagnostic Centre branches. The role ensures that branches operate efficiently, consistently and sustainably; that patient experience and service quality are maintained; that resources are properly utilized; and that management receives timely, accurate and actionable operational information for decision-making.

2. KEY RESPONSIBILITIES AND ACCOUNTABILITIES

2.1 Multi-Branch Operations Management

· Plan, organize, coordinate, monitor and control the day-to-day operations of all Focus branches.

· Ensure consistent implementation of approved policies, SOPs, service standards and management directives across all branches.

· Conduct regular branch visits, operational reviews and spot checks; identify gaps and ensure corrective actions are implemented and followed through.

· Coordinate Centre/Branch Coordinators and ensure clear accountability for operational targets, staffing, customer service, supplies, revenue controls and facility readiness.

· Escalate significant operational, clinical-support, financial, staffing, technology or compliance risks to Senior Management promptly.

· Support the opening, commissioning and stabilization of new branches and introduction of new services.

2.2 Performance Management and HIMS Reporting

· Use the Hospital Information Management System (HIMS) and other approved information systems as key tools for monitoring branch performance and supporting management decisions.

· Generate, review, interpret and present HIMS reports as may be required by the Directors or Management, and ensure that reported information is complete, accurate and submitted within agreed timelines.

· Work with IT, Finance, Clinical, Nursing, Laboratory, Pharmacy and other departments to improve data quality, system utilization and accuracy of operational reports.

· Follow up unusual trends, variances, missing data or exceptions identified from HIMS reports and coordinate appropriate corrective action.

· Maintain operational dashboards and branch scorecards covering agreed Key Performance Indicators (KPIs) and Key Management Indicators (KMIs).

2.3 Required Operational Reports

· Prepare consolidated and branch-specific daily, weekly, monthly, quarterly and annual reports as required.

· Reports may include patient volumes and trends; clinician productivity; laboratory, radiology, pharmacy and other diagnostic/service volumes; referrals; waiting/turnaround times; patient satisfaction and complaints; revenue and collection summaries; payer/insurance/corporate client activity; utilization of services; branch productivity; staff productivity; stock and supply exceptions; and other HIMS-derived reports requested by Management.

· Prepare monthly operations reports highlighting achievements, underperformance, major variances, risks, corrective actions, responsible persons and timelines.

· Provide comparative branch performance analysis and recommendations for operational improvement.

2.4 Patient Experience and Service Delivery

· Ensure high standards of patient-centered service across all branches.

· Monitor patient flow, waiting times, service bottlenecks, complaints and service recovery actions.

· Handle or coordinate resolution of patient/client complaints within delegated authority and ensure recurring issues are addressed systemically.

· Coordinate departments to ensure timely delivery of laboratory results, diagnostic services, pharmacy services and other patient-support functions.

2.5 Human Resource and Staff Coordination

· Work with HR and departmental heads to determine staffing requirements based on workload, service demand and branch growth.

· Coordinate staff deployment and scheduling across branches to support service continuity and efficient use of human resources.

· Supervise and coach Centre/Branch Coordinators and support performance appraisal, performance improvement and staff development processes.

· Promote teamwork, accountability, professional conduct, customer orientation and adherence to organizational policies.

2.6 Financial and Cost Control

· Monitor operational expenditure, branch costs, productivity and resource utilization against approved budgets and activity levels.

· Review operational variances and initiate or recommend corrective actions in consultation with Finance and Management.

· Ensure staff handling revenue and cash comply with approved revenue collection and cashiering policies.

· Support preparation of operating and capital budgets and provide operational justification for proposed expenditure.

· Promote cost efficiency without compromising patient safety, service quality or regulatory requirements.

2.7 Corporate Clients, Insurers and Business Development

· Coordinate operational matters affecting corporate clients, insurers and other strategic partners in collaboration with relevant departments.

· Monitor service performance, complaints, utilization and operational issues affecting corporate accounts and support timely resolution.

· Collaborate with Marketing and Business Development teams in implementation of branch marketing, growth and client-retention initiatives.

· Provide operational input on new services, new markets and branch expansion opportunities.

2.8 IT, HIMS and Support Services

· Work closely with the IT function and HIMS vendor/support team to ensure systems are available, functional and responsive to operational needs.

· Ensure staff use HIMS correctly and consistently and that operational workflows are appropriately captured in the system.

· Report system challenges, workflow gaps and user requirements and follow through to resolution.

· Support implementation of approved HIMS enhancements, integrations, user training and change-management initiatives.

2.9 Quality, Compliance and Risk Management

· Ensure branches maintain operational readiness and comply with applicable organizational policies, regulatory requirements and quality standards.

· Participate in internal audits, quality improvement initiatives, inspections and implementation of corrective and preventive actions.

· Maintain an operational risk register or equivalent tracking mechanism and ensure material risks are escalated appropriately.

· Promote Lean Management, 5S and waste-reduction principles where applicable to improve efficiency and sustainability.

2.10 Supply Chain, Facilities and Logistics

· Monitor availability and appropriate utilization of supplies, reagents, consumables, equipment and other operational resources.

· Coordinate with Procurement, Finance and departmental heads to address stock-outs, excessive consumption, delayed supplies and other supply-chain risks.

· Monitor branch facility functionality, equipment needs, maintenance issues, security and outsourced support services.

· Ensure third-party service providers perform according to agreed terms and escalate persistent performance failures.

3. KEY PERFORMANCE INDICATORS (KPIs)

· Achievement of branch operational targets and timely implementation of management action plans.

· Timeliness, completeness and accuracy of operational and HIMS-derived reports.

· Patient satisfaction, complaint resolution and reduction in avoidable waiting/turnaround times.

· Improvement in branch productivity, service utilization and operational efficiency.

· Compliance with SOPs, revenue controls, staffing plans, quality standards and regulatory requirements.

· Control of operational costs, wastage, stock exceptions and preventable service disruptions.

· Effective supervision and performance of Centre/Branch Coordinators.

· Successful operationalization of new branches, services and management initiatives.

4. DECISION-MAKING AUTHORITY

· Coordinate day-to-day operational activities and staff deployment within approved policies and delegated authority.

· Recommend staffing levels, recruitment needs, operational expenditure, supplies, equipment and service improvements.

· Approve or authorize operational matters, petty cash and supplies only within limits formally delegated by Management.

· Initiate corrective operational action where service quality, revenue controls, patient experience or continuity of service is at risk, while escalating matters beyond delegated authority.

5. QUALIFICATIONS AND EXPERIENCE

· Bachelor’s degree in Business Administration, Healthcare Management, Health Sciences, Finance or another relevant field from a recognized institution.

· A postgraduate qualification or Master’s degree in Business Administration, Healthcare Management or a related field will be an added advantage.

· Relevant experience in operations management, preferably within a hospital, medical centre, diagnostic network or other multi-branch healthcare environment.

· Demonstrated experience in budgeting, performance management, service improvement and supervision of multidisciplinary teams.

· Strong computer literacy, including advanced working knowledge of Microsoft Excel, Word, PowerPoint and email tools.

· Practical knowledge of Hospital Information Management Systems (HIMS), including ability to retrieve, interpret, validate and present management reports.

6. CORE COMPETENCIES

· Multi-site operational leadership and coordination.

· Analytical thinking, data interpretation and management reporting.

· Strong understanding of profitability, financial controls and cost management.

· Problem solving, decision-making and effective escalation.

· People leadership, coaching, delegation and performance management.

· Patient/customer service orientation and complaint management.

· Planning, organization and execution discipline.

· Strong written and verbal communication and presentation skills.

· High ethical standards, confidentiality and professional integrity.

· Ability to work effectively in a fast-paced and diverse healthcare environment.

7. MAJOR OPERATIONAL CHALLENGES

· Maintaining consistent service standards, controls and patient experience across multiple branches.

· Balancing staffing, supplies, service demand and operating costs as the organization grows.

· Ensuring accurate, timely HIMS data and translating operational information into management action.

· Managing supply-chain, technology, facility and third-party dependencies that may affect continuity of services.

· Supporting sustainable growth while maintaining quality, compliance and financial discipline.