Operations Manager

1 month ago


Egypt London International Pat... Full time
Job Description

  • Management – Leading the Cairo Operations Department and Contact Centre, managing the day-to-day operations and meeting all KPIs and other performance objectives
  • Process adherence - Ensuring compliance with policies and procedures, and always delivering excellence in customer service, including the Implementation and management of projects.
  • Sales targets - Meet all targets for Consultant bookings and other services at Battersea Clinical Centre.
  • Resourcing – planning optimum staffing levels and managing the recruitment and approving training scope and materials for the department. Manage leave and ensure sufficient cover in all teams at all times.
  • Motivation - Design and implementation of motivation and incentive initiatives, including salary levels and bonuses to maximise staff retention. Manage disciplinary and grievance processes and penalties.
  • IT  / Telecoms – Identify telecom requirements and align business requirements and processes with IT solutions. Liaise with internal IT suppliers in ensuring issues are resolved as soon as possible.
  • Change Management - Identify inefficiencies and implement process improvements to optimise performance and ensure scalability.
  • Preparation of regular reports for the senior management team. 
  • Management of allocated budget and resources.
  • Overseeing and reporting on complaints; ensuring the complaints process is being adhered to in accordance with the complaints policy.
  • Monitoring service key performance indicators.
  • Manage budgets, financial reports, and other operational performance metrics
  • Collaborate with other departments and stakeholders to ensure smooth and coordinated operations
  • Ensure compliance with regulatory and legal requirements
  • Analyze data and trends to identify opportunities for improvement in operations and patient care
  • Develop and implement quality improvement initiatives
  • Assisting in growing the business of LIPS Egypt, promoting year-on-year growth.
  • Other duties within the job role as reasonably identified by the senior management team.
Job Requirements

  • University Degree in a related field
  • 10-15 Years of experience in Customer Service Management
  • Minimum 5 to 8 years of experience at a Managerial Level.
  • Fluent English is A MUST. (British Accent is preferred).
  • Excellent Client facing & Internal Communication Skills
  • Workforce forecasting & Capacity Planning
  • Ability to build consensus and relationships among managers, partners, and employees.
  • Outstanding organizational & Leadership skills.
  • Excellent Computer skills, Advanced MS excel is required.

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