Operations Lead

Job Title:  Operations Lead

Reports to: MD

Location: Nairobi.

COMPANY INFORMATION
Our client is a Gastroenterology medical centre offering diagnosis and treatment of digestive disorders, preventive screening, and nutritional support. The incumbent will coordinate the center’s administrative functions, daily clinic operations, patient-facing services, facilities, procurement and human resource administration. The role will also provide direct administrative and operational support to the Managing Director and coordinate with Heads of Departments to facilitate effective service delivery.The role requires a proactive, and service-oriented professional with strong organizational, interpersonal, and problem-solving skills.

DUTIES AND RESPONSIBILITIES

• Executive Support: Manage the Managing Director’s calendar, meetings, correspondence, travel arrangements, reports and follow-up on agreed actions.
  
• Clinic Administration: Oversee reception, patient registration, appointment scheduling, enquiries and complaint resolution to maintain a positive patient experience.
  
• Office Operations: Coordinate facilities, equipment, supplies, maintenance and IT support to maintain uninterrupted daily operations.
  
• Procurement: Coordinate supplier sourcing, quotations, purchase orders, deliveries, stock replenishment and contract renewals in line with approved budgets and procedures.
  
• HR Administration: Support recruitment, onboarding, employee records, leave administration, job descriptions and staff KPI coordination.
  
• Staff Supervision: Allocate tasks, monitor performance and ensure administrative and front-office responsibilities are completed within agreed timelines.
  
• Financial Administration and Reporting: Track administrative expenditure, maintain accurate records, prepare operational reports and recommend improvements to processes and internal controls.
  
• Compliance and Records: Maintain accurate contracts, employee documentation and administrative records, ensuring confidentiality, timely renewals and appropriate approvals.
  

MEASURABLE OUTCOME

• Accurate patient registration and record management, efficient appointment coordination, and courteous, empathetic service to patients.
  
• Smooth day-to-day clinic operations, with patient concerns, operational challenges, and service disruptions addressed promptly and effectively.
  
• Effective supervision and coordination of administrative and support staff, with clear accountability, timely task completion, and adherence to established procedures.
  
• Timely and accurate delivery of administrative and HR support, including contract administration, procurement, employee documentation, job descriptions, and staff KPI coordination.
  
• Effective management of administrative resources, records, and expenditure, with accurate reporting,   compliance with organizational policies, and continuous improvement of operational processes.
  
  

Requirements

QUALIFICATIONS, EXPERIENCE & ATTRIBUTES

• Bachelor's degree in Business Administration, Business Management, Human Resource Management, or Bachelors of Law a related field.
  
• Proficiency in Microsoft Office Suite, particularly Word, Excel, Outlook, and PowerPoint.
  
• At least 3 years' relevant experience in administration, or front-office operations, with demonstrated staff coordination or supervisory responsibilities.
  
• Experience managing reception services, handling enquiries, scheduling appointments, and resolving client concerns, preferably in a healthcare or service-oriented environment.
  

KEY COMPETENCIES

• Patient Experience and Customer Service
  
• Administrative and Operational Management
  
• Staff Supervision and Performance Management
  
• Planning, Organization and Prioritization
  
• Problem-Solving and Decision-Making
  
• Communication and Stakeholder Management