HEAD OF OPERATIONS – MEDCLINICS
Industry: Healthcare, Wellness & Medical Services
Department: Operations
Location: Ikeja, Lagos
Employment Type: Full-Time
Work Mode: On-site / Flexible as required by business operations
Reports To: Chief Operating Officer
Salary: ₦1,300,000 Net Monthly
Experience: Minimum 10 years' relevant experience, with at least 5 years in a senior operations or leadership capacity
ABOUT THE ROLE
We are seeking an experienced, commercially driven, and results-oriented Head of Operations to provide strategic and operational leadership across its network of healthcare clinics and centres.
The successful candidate will be responsible for driving operational excellence, clinic establishment and management, business performance, profitability, service quality, business continuity, and sustainable growth across the organisation's operations.
The role will oversee key operational and non-clinical functions including operations strategy, budgeting, cost management, workforce planning, technology, supply chain, provider network management, facility management, business development, strategic partnerships, and service delivery.
The Head of Operations will work closely with clinical, finance, HR, commercial, technology, supply chain, corporate clients, healthcare providers, and other stakeholders to ensure efficient operations, regulatory compliance, excellent patient experience, and measurable business outcomes.
KEY RESPONSIBILITIES
1. Strategic & Operational Leadership
- Develop and implement scalable operational structures across multiple clinic locations.
- Translate organisational strategy into clear operational plans, targets, KPIs, and performance objectives.
- Lead the establishment, rollout, and expansion of new clinics and healthcare centres.
- Conduct operational and commercial feasibility assessments for new locations and service lines.
- Develop and monitor business plans that support sustainable growth and profitability.
- Drive operational standardisation and continuous improvement across all locations.
- Ensure business continuity and effective risk management across operational functions.
2. Provider Network Management
- Establish and maintain robust provider selection, credentialing, onboarding, and performance management processes.
- Lead relationships and contract negotiations with healthcare providers and external service partners.
- Conduct regular provider performance and quality assessments.
- Ensure providers comply with applicable professional, regulatory, and service standards.
- Manage referral partnerships covering diagnostics, specialist consultations, secondary care, and related healthcare services.
- Monitor provider performance and implement corrective actions where required.
3. Case Management & Emergency Services
- Oversee effective case coordination and continuity of care for patients and corporate clients.
- Establish appropriate emergency response, escalation, and incident-management procedures.
- Coordinate the integration and performance of ambulance and emergency medical services within operational structures.
- Monitor incident reporting, investigations, root-cause analysis, and corrective actions.
- Ensure timely resolution and closure of clinical and operational incidents.
- Promote a strong culture of patient safety and risk management.
4. Financial & Commercial Performance
- Take ownership of the operational P&L and financial performance of the clinic network.
- Develop and optimise pricing models, cost structures, and operational processes.
- Monitor revenue, utilisation, conversion, client retention, cost-per-client, ROI, and other key commercial metrics.
- Lead operational budgeting, demand forecasting, financial planning, and performance reporting.
- Identify and implement opportunities for revenue growth across corporate, retail, wellness, and healthcare services.
- Drive cost optimisation without compromising quality, compliance, or patient experience.
- Provide management with actionable insights on financial and operational performance.
5. Operations & Service Excellence
- Establish and maintain consistent operational and service delivery standards across all facilities.
- Develop, implement, and monitor SOPs, policies, workflows, and service protocols.
- Drive a culture of patient-centred service excellence.
- Ensure effective adoption and utilisation of EMR, CRM, workflow automation, and other digital health technologies.
- Oversee facilities management, procurement, inventory control, logistics, and vendor relationships.
- Ensure compliance with applicable healthcare, health and safety, statutory, and regulatory requirements.
- Monitor clinic readiness, operational uptime, service quality, and facility standards.
- Identify operational gaps and implement measurable improvement initiatives.
6. People & Organisational Development
- Build a culture of accountability, professionalism, collaboration, and high performance.
- Oversee workforce planning, staffing optimisation, recruitment, development, and retention in collaboration with HR.
- Establish and monitor clear performance management systems and operational KPIs.
- Coach, mentor, and develop operational managers and team leads.
- Strengthen leadership capacity and succession planning across the operations function.
- Promote employee engagement, continuous learning, and operational effectiveness.
- Ensure appropriate staffing levels and deployment across clinic locations.
7. Business Development & Strategic Partnerships
- Support initiatives aimed at client acquisition, engagement, retention, and business growth.
- Identify and develop strategic partnerships with corporate organisations, insurers, healthcare providers, health technology companies, and other relevant stakeholders.
- Support negotiations and commercial engagements with strategic partners.
- Identify opportunities for new services, revenue streams, and operational expansion.
- Represent Medclinics at relevant healthcare, wellness, corporate, and industry events.
- Contribute to strengthening the organisation's market position and reputation.
KEY PERFORMANCE INDICATORS (KPIs)
Performance will be assessed against agreed quarterly and annual operational, financial, commercial, and service-delivery targets, including:
- Minimum 25% year-on-year revenue growth across applicable clinic operations.
- Maintain agreed EBITDA and profitability targets.
- Achieve 100% provider credentialing compliance.
- Achieve at least 90% completion of quarterly provider performance audits.
- Achieve a minimum 95% timely case closure in line with agreed SLAs.
- Maintain effective emergency escalation and incident-management compliance.
- Reduce controllable operating costs by at least 10% without compromising service quality.
- Achieve a minimum 90% patient/customer satisfaction score.
- Maintain minimum 98% clinic operational uptime.
- Achieve agreed client retention and returning-client targets.
- Establish at least one new clinic/site annually, subject to approved business plans.
- Deliver at least two service-line or operational improvement initiatives annually.
- Achieve agreed staff productivity and performance targets.
- Ensure effective utilisation of EMR, CRM, and other operational technology platforms.
- Maintain timely resolution and closure of complaints, incidents, audit findings, and corrective actions.
- Secure agreed strategic partnerships and commercial opportunities annually.
- Ensure 100% timely submission of required operational and performance reports to Management.
QUALIFICATIONS & EXPERIENCE
Educational Requirements
- Bachelor's degree in Healthcare Administration, Healthcare Management, Health Sciences, Business Administration, Business Management, Economics, or a related discipline.
- A Master's degree in Business Administration (MBA), Public Health (MPH), Health Administration, Healthcare Management, or a related field is required.
- A professional background in Medicine, Nursing, Pharmacy, Biomedical Sciences, Allied Health, or another relevant healthcare discipline will be an added advantage.
Professional Certifications
Relevant professional certifications will be an advantage, including:
- Lean Six Sigma – Green or Black Belt.
- PMP or PRINCE2.
- CPHQ, ACHE, ISQua, HFMA, or other recognised healthcare quality/operations certifications.
- Relevant financial management, corporate governance, or business leadership certifications.
Professional Experience
- Minimum 10 years' progressive professional experience in healthcare, wellness, lifestyle, medical services, or related operations.
- At least 5 years' experience in a senior operations, management, or leadership role.
- Proven experience managing multi-site healthcare operations, clinics, hospitals, wellness centres, diagnostic centres, or related facilities.
- Experience in outsourced healthcare operations, clinic setup, or healthcare service management is strongly preferred.
- Demonstrable experience managing budgets, operational performance, and P&L responsibilities.
- Strong understanding of the Nigerian healthcare services and provider landscape.
- Experience with EMS operations, emergency coordination, or case management will be an advantage.
- Experience working with corporate healthcare, wellness, or health management programmes is desirable.
CORE COMPETENCIES
- Strategic and operational leadership.
- Strong commercial and financial acumen.
- Healthcare operations and service-delivery management.
- P&L and budget management.
- Business development and strategic partnership management.
- Strong leadership and people-management capability.
- Data-driven decision-making and performance management.
- Excellent communication and stakeholder-management skills.
- Strong negotiation and relationship-management skills.
- Process improvement and operational optimisation.
- Risk management, compliance, and business continuity.
- Strong technology and digital-health orientation.
- Excellent problem-solving and critical-thinking abilities.
- High emotional intelligence and professional maturity.
- Strong customer and patient-service orientation.
IDEAL CANDIDATE PROFILE
The ideal candidate is a strategic, commercially minded, and execution-focused healthcare operations leader with a proven ability to manage complex and multi-site healthcare environments.
The candidate should possess strong business judgment, leadership presence, analytical capability, and the ability to balance operational efficiency, financial performance, regulatory compliance, patient experience, and service quality.
The successful candidate must be comfortable leading multidisciplinary teams, managing senior stakeholders, developing strategic partnerships, overseeing budgets and operational performance, and driving measurable improvements.
A high level of integrity, professionalism, accountability, discretion, emotional intelligence, and customer-centricity is essential for success in this role.
WHAT WE OFFER
- Competitive salary of ₦1,300,000 gross monthly.
- Opportunity to lead and scale a growing healthcare operations function.
- Senior-level exposure to strategic healthcare and business operations.
- Opportunity for professional growth and career advancement.
- A performance-driven and impact-focused working environment.
HOW TO APPLY
Interested and qualified candidates should send their updated CV to:
Email: [email protected]
Subject Line: Application – Head of Operations, Medclinics
Only shortlisted candidates will be contacted.