Operations Director

Role Overview

Operations Director at NMC Healthcare, responsible for overall leadership, strategic direction, and operational performance of cluster clinics.

Role Purpose

Ensure optimal efficiency, clinical excellence, regulatory compliance, and achievement of financial targets including EBITDA. Foster a culture of service excellence and continuous improvement, ensuring patient satisfaction, employee engagement, and sustained business growth in alignment with corporate and regional strategies.

Key Responsibilities

Strategy & Business Development

• Develop and execute strategic plans to drive hospital performance and growth.
• 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.
• Demonstrate a strong commercial awareness.
• Continuous feedback and required consultation with corporate office to ensure that the strategic direction is supported.

Financial Performance & Budget Management

• Drive initiatives to achieve and exceed EBITDA targets in line with business objectives.
• Lead annual budgeting, forecasting, and cost optimisation efforts.
• Timeously compile capital and operational budgets; manage, monitor and address variances.
• Ensure a healthy balance between cost management and expected quality standards to ensure clinical value is not compromised.
• Sound knowledge of revenue cycle management and processes.

Operations Management

• Oversee and manage all aspects of hospital operations including clinical services, finance, HR, procurement, support services, and administration.
• Ensure the hospital operates efficiently, safely, and profitably while delivering high-quality care.
• Ensure that all operational functions, practices and processes are optimised and aligned with strategic initiatives.
• Continuous improvement of infrastructure and assets.
• Monitor and improve operational KPIs, patient satisfaction, and service delivery standards.

Regulatory Compliance & Risk Management

• Establish and enforce internal policies, protocols, and regulatory compliance standards.
• Demonstrate an understanding of the UAE regulatory healthcare framework.
• Demonstrate a strong understanding and the correct application of business metrics, governance and risk management.
• Uphold health and safety standards in all hospital functions.
• Proactively anticipate risks and address effectively.
• Detailed analysis of audit and risk reports and corrective action taken as soon as possible.
• Address risks and resolve complex issues related to operations, workforce, quality, or market competition.

Workforce & Leadership

• 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.
• To create and continuously maintain an enabling environment where people can develop and grow – establish a high performance management team.
• To 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.
• Pro-actively facilitate the recruitment and selection of physicians and independent doctors.

Clinical Excellence & Quality

• Demonstrate an understanding of the importance of clinical matters and health and safety principles.
• Actively support clinical initiatives, for example antibiotic stewardship, infection prevention and control etc.
• Ensure that Clinical Committee activities are arranged and facilitated in a manner that would support continuous improvement of clinical outcomes.
• Take accountability for and support the management of adverse events.

Patient Experience & Stakeholder Management

• Ensure collaboration with physicians, medical staff, and corporate functions to meet business and clinical goals.
• Analyse referral patterns and engage with stakeholders (internally and externally) to ensure a strong referral basis is established.
• Accurately analyse data from different sources to ensure processes that support a good patient experience are optimised.
• Co-ordinate relevant interventions to improve the patient experience.
• Facilitate the implementation of community development programs with the applicable internal support services e.g. network marketing, marketing etc. and relevant external service providers.

Reporting & Accountability

• Regularly review financial, clinical, and operational reports and recommend action plans to Regional SVP.

Qualifications & Experience

• Master's degree in healthcare administration, Business Administration, or related field.
• 10+ years' experience in relevant healthcare role in UAE will be an advantage.