About the Role
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The Operations Director is responsible for the overall leadership, strategic direction, and operational performance of the cluster clinics. This role ensures optimal efficiency, clinical excellence, regulatory compliance, and achievement of financial targets including EBITDA. The Operations Director fosters a culture of service excellence and continuous improvement, ensuring patient satisfaction, employee engagement, and sustained business growth in alignment with corporate and regional strategies.
Responsibilities
- Develop and execute strategic plans to drive hospital performance and growth.
- Ensure the hospital operates efficiently, safely, and profitably while delivering high-quality care.
- Oversee and manage all aspects of hospital operations including clinical services, finance, HR, procurement, support services, and administration.
- Drive initiatives to achieve and exceed EBITDA targets in line with business objectives.
- Monitor and improve operational KPIs, patient satisfaction, and service delivery standards.
- Lead annual budgeting, forecasting, and cost optimisation efforts.
- Establish and enforce internal policies, protocols, and regulatory compliance standards.
- Ensure recruitment, onboarding, training, and retention of competent staff across functions.
- Promote a high-performance culture by coaching leaders, conducting performance reviews, and enabling staff development.
- Regularly review financial, clinical, and operational reports and recommend action plans to Regional SVP.
- Address risks and resolve complex issues related to operations, workforce, quality, or market competition.
- Uphold health and safety standards in all hospital functions.
- Ensure collaboration with physicians, medical staff, and corporate functions to meet business and clinical goals.
- Demonstrate an understanding of the UAE regulatory healthcare framework.
- Demonstrate a strong understanding and the correct application of business metrics, governance, and risk management.
- Demonstrate an understanding of the importance of clinical matters and health and safety principles.
- Demonstrate a strong commercial awareness.
- Possess sound knowledge of revenue cycle management and processes.
- Create and continuously maintain an enabling environment where people can develop and grow – establish a high-performance management team.
- Ensure that performance management indicators are in place for the management team.
- Conduct and document annual performance conversations.
- Identify and develop high-potential talent for future succession.
- Facilitate, develop, monitor, and continuously update operational strategy for business development.
- Identify potential feasible new services, motivate and implement effectively on approval.
- Optimise existing service lines according to market needs and opportunities.
- Ensure continuous improvement of infrastructure and assets.
- Proactively facilitate the recruitment and selection of physicians and independent doctors.
- Analyse referral patterns and engage with stakeholders (internally and externally) to ensure a strong referral basis is established.
- Provide continuous feedback and required consultation with corporate office to ensure that the strategic direction is supported.
- Facilitate the implementation of community development programs with applicable internal support services (e.g., network marketing, marketing) and relevant external service providers.
- Ensure that all operational functions, practices, and processes are optimised and aligned with strategic initiatives.
- Timeously compile capital and operational budgets; manage, monitor, and address variances.
- Maintain a healthy balance between cost management and expected quality standards to ensure clinical value is not compromised.
- Proactively anticipate risks and address them effectively.
- Conduct detailed analysis of audit and risk reports and take corrective action as soon as possible.
- Actively support clinical initiatives, such as antibiotic stewardship and infection prevention and control.
- Ensure that Clinical Committee activities are arranged and facilitated in a manner that supports continuous improvement of clinical outcomes.
- Take accountability for and support the management of adverse events.
- Accurately analyse data from different sources to ensure processes that support a good patient experience are optimised.
- Coordinate relevant interventions to improve the patient experience.
Qualifications
- Master’s degree in healthcare administration, Business Administration, or a related field.
- 10+ years of experience in a relevant role; healthcare experience in the UAE will be an advantage.
