Clinic Operation Department Manager

Lead and provide overall direction for the assigned polyclinic crew by communicating, implementing and ensuring the execution of business strategy and plans, defining the operational practices and building a high performance culture in order to deliver polyclinic profitability, key sales targets, and customer satisfaction levels and deliver an increased market share To be the gateway of healthcare industry and first choice for our customers.

**Accountabilities**

**Polyclinic Strategy**:

- Develop strategic relations with key stakeholders internally and externally through regular communication and engagement in order to maximize the achievement of polyclinic business goals and have competitive edge within the market.
- Monitor and rectify the revenue and expenses of the Polyclinic to ensure healthy cash flow is always available for the smooth running of the Polyclinic.
- Supervise and approve the Manpower inside the polyclinic with optimum requirements and hiring plan.
- Awareness of competitors’ best practices and moves to plan and share feedback to be the first choice for our customers through best in market services and innovations.

**Polyclinic Operations**:

- Define and set up objectives (e.g. key sales targets, customer satisfaction levels, quality assurance etc.) in alignment with the department’s strategy and goals to deliver sustainable growth.
- Implement polyclinics strategy by creating action plans, performance forecasting and providing regional market insight in order to ensure successful implementation as per the company standards.
- Build regional market knowledge by monitoring market dynamics, assessing tactical and strategic business intelligence activities (e.g. monitoring competitors’ activity on the market etc.) in order to achieve regional business leadership, mitigate potential risks (e.g. relative to competition, industry related requirements), maximize performance and identify development opportunities.
- Define polyclinic operational practices in collaboration with Operational Excellence team (e.g. provide input etc.) to ensure efficient, high quality polyclinic processes & procedures are in place, and ensure sustainability and standardization across the entire polyclinic.
- Lead the operations team of guest care, facility management, IT and HR Care for seamless guest experience.
- Working with medical manager to ensure best service and consultations provided to the guest to optimize the performance and quality management.

**Customer Service Standards**:

- Manage the implementation of customer service standards across the clinic by setting up high standards of customer satisfaction, understanding the diverse needs of the customers and catering to these needs in order to create a retail customer-focused culture.
- Day to day follow through NPS score and feedbacks and taking corrective actions to improve the experience with all stakeholders by setting regular coaching sessions and feedback to maximize the performance.
- Lead regular staff meetings and set the needed cooperative approach across the different departments to ensure full cooperation between the different departments/teams in achieving targets, resolving complaints and handling any operational problems with one goal of exceeding our guest expectations internally and externally.

**Health & Safety**:

- Ensure implementation of legal requirements and Health & Safety company policy by proactively monitoring compliance, keeping up to date with local legislation and requirements, building action plans and empowering the regional team to execute them in order to ensure legal compliance and a safe working environment for the regional team

**Department Management**:

- Build a high performance clinic team by working with human resources in order to ensure acquisition of competitive talent through recruitment and selection, input to the annual talent strategy and succession planning in order to attract and maintain a highly skilled and engaged workforce
- Lead the clinic team by setting up and monitoring Key Performance Indicators (KPIs), providing clarity of vision and strategic direction, inspiring commitment and enabling various formal (e.g. training) and informal (e.g. coaching, mentoring) development opportunities in order to build a high performance culture.

Employee duties are not limited only to the above-mentioned Accountabilities; he/she may perform other duties as assigned.

**Work Environment**
- Indoors : 80%
- Outdoors : 20%
- Working Days : 6 Working Days
- Days off : 1 Day Off
- Working Hours : 8 hours duty - 1 hour break (flexible working hours as per the job need)

**Job Requirement**

**Education
- Qualified Medical Doctor or Pharmacist.

**Experience
- 5years in Sales and Operations Management role.

**Computer Skills
- MS Office

**Languages
- English and Arabic (fluent speaking and writing)