Clinic Operation Manager

About the Role

Nahdi Medical Co. is seeking a Clinic Operation Manager for a full-time position in Makkah, Makkah Region. This role focuses on managing and supporting the assigned polyclinics, ensuring the execution of business strategies and operational practices to foster a high-performance culture. The primary objective is to achieve polyclinic profitability, meet sales targets, enhance customer satisfaction, and increase market share within the healthcare industry.

Key Responsibilities

• Develop strategic relationships with internal and external stakeholders to achieve business goals and maintain a competitive edge.
• Monitor and manage polyclinic revenue and expenses to ensure healthy cash flow.
• Supervise and approve manpower requirements and hiring plans in coordination with HR.
• Stay informed of competitors' practices to ensure market leadership through service and innovation.
• Participate in setting clinic KPIs and objectives, and monitor their implementation to meet standards and customer satisfaction goals.
• Define and set objectives for each clinic in the designated area, including sales targets and customer satisfaction.
• Review KPIs and implement corrective actions to achieve desired outcomes.
• Implement polyclinic strategies through action plans, performance forecasting, and regional market insights.
• Build regional market knowledge by monitoring dynamics and assessing business intelligence to achieve leadership and mitigate risks.
• Define operational practices in collaboration with the Operational Excellence team to ensure efficient and standardized processes.
• Manage the operations team and support functions (guest care, facility management, IT, Nursing, HR Care) for a seamless guest experience.
• Collaborate with medical managers to ensure high-quality service and consultations.
• Lead promotional plans aligned with healthcare calendars to provide a competitive advantage.
• Manage the implementation of customer service standards, focusing on customer satisfaction and diverse needs.
• Follow up on NPS scores and feedback, taking corrective actions and conducting coaching sessions.
• Lead regular staff meetings to ensure inter-departmental cooperation in achieving targets and resolving operational issues.
• Ensure implementation of legal requirements and Health & Safety policies, monitoring compliance and empowering the regional team.
• Lead all Healthcare committees to ensure adherence to required standards (CBAHI, GCI, etc.).
• Build a high-performance clinic team through recruitment, talent strategy input, and succession planning.
• Lead the clinic team by setting and monitoring KPIs, providing strategic direction, and offering development opportunities.
• Lead employee engagement plans and activities based on GPTW and eNPS results.

Qualifications and Experience

• 5-10 years of relevant experience.

Work Environment

• Indoors: 100%
• Outdoors: 0%
• Working Days: 6 working days
• Days Off: 1 day off
• Working Hours: 8 hours duty – 1 hour break (flexible working hours as per job need)