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 professional experience, including at least 5 years in a senior operations or leadership role

ROLE OVERVIEW

We are seeking an experienced, commercially driven, and results-oriented Head of Operations to provide strategic leadership and operational oversight across the organisation's healthcare clinics and service centres.

The successful candidate will be responsible for driving operational excellence, business performance, clinic establishment and expansion, profitability, service quality, patient experience, business continuity, and sustainable growth across the organisation.

The role will provide leadership across key non-clinical and operational functions, including operations strategy, budgeting, cost management, workforce planning, provider network management, technology, supply chain, facilities, business development, strategic partnerships, and service delivery.

The successful candidate will work closely with clinical, finance, HR, commercial, technology, supply chain, healthcare providers, corporate clients, and other stakeholders to ensure efficient operations, regulatory compliance, service excellence, and measurable business outcomes.

KEY RESPONSIBILITIES

1. Strategic & Operational Leadership

• Develop and execute scalable operational strategies across multiple clinic locations.
• Translate organisational objectives into actionable operational plans, KPIs, budgets, and performance targets.
• Lead the establishment, launch, operationalisation, and expansion of new clinics and healthcare centres.
• Conduct operational and commercial feasibility assessments for new locations and service lines.
• Develop business plans that support sustainable revenue growth, profitability, and operational efficiency.
• Standardise processes, workflows, and operating procedures across locations.
• Strengthen business continuity, risk management, and operational resilience.

2. Healthcare Provider & Network Management

• Establish and maintain effective provider selection, credentialing, onboarding, and performance-management frameworks.
• Lead relationships and commercial negotiations with healthcare providers and external service partners.
• Monitor provider performance, service quality, compliance, and patient outcomes.
• Ensure providers operate in accordance with applicable professional, regulatory, and organisational standards.
• Manage referral partnerships covering diagnostics, specialist consultations, secondary care, and related healthcare services.
• Identify performance gaps and implement appropriate corrective and improvement measures.

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 processes.
• Coordinate the integration and performance of ambulance and emergency medical services within the operational framework.
• Oversee 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, risk awareness, and operational accountability.

4. Financial & Commercial Performance

• Take ownership of operational financial performance and P&L management across applicable clinic operations.
• Develop and optimise pricing structures, cost models, resource utilisation, and operational processes.
• Monitor revenue, utilisation, conversion, client retention, cost-per-client, ROI, and other critical commercial metrics.
• Lead operational budgeting, demand forecasting, financial planning, and performance reporting.
• Identify and implement opportunities to grow revenue across corporate healthcare, retail, wellness, and related services.
• Drive cost optimisation while maintaining service quality, regulatory compliance, and patient experience.
• Provide Management with timely, data-driven insights and recommendations on operational and financial performance.

5. Operations & Service Excellence

• Establish consistent operational and service-delivery standards across all facilities.
• Develop, implement, and continuously review SOPs, policies, workflows, and service protocols.
• Drive a patient-centred culture focused on service excellence and operational responsiveness.
• Ensure effective implementation and utilisation of EMR, CRM, workflow automation, and other relevant digital-health technologies.
• Oversee facilities management, procurement, inventory, logistics, and vendor relationships.
• Ensure compliance with applicable healthcare, statutory, health and safety, and regulatory requirements.
• Monitor clinic readiness, operational uptime, service quality, and facility standards.
• Identify operational inefficiencies and implement measurable improvement initiatives.

6. People & Organisational Development

• Build a culture of accountability, professionalism, collaboration, and high performance.
• Lead workforce planning and staffing optimisation in collaboration with HR.
• Establish and monitor effective performance-management frameworks and operational KPIs.
• Coach, mentor, and develop operational managers and team leads.
• Strengthen leadership capability and succession planning within the Operations function.
• Promote employee engagement, continuous learning, and operational effectiveness.
• Ensure appropriate staffing levels and workforce deployment across clinic locations.

7. Business Development & Strategic Partnerships

• Support initiatives focused on client acquisition, engagement, retention, and revenue growth.
• Identify and develop strategic partnerships with corporates, insurers, healthcare providers, health-tech companies, and other relevant stakeholders.
• Support commercial negotiations and strategic engagements with key partners.
• Identify opportunities for new services, revenue streams, market expansion, and operational growth.
• Represent the organisation at relevant healthcare, wellness, corporate, and industry events.
• Contribute to strengthening the organisation's market position, reputation, and competitive advantage.

KEY PERFORMANCE INDICATORS (KPIs)

Performance will be assessed against agreed quarterly and annual operational, financial, commercial, and service-delivery targets, including:

• Achieve a 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.
• Maintain a minimum 95% timely case-closure rate 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 at least 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 major service-line or operational improvement initiatives annually.
• Achieve agreed workforce productivity and performance targets.
• Ensure effective utilisation of EMR, CRM, and relevant operational technology.
• Ensure 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.
• Master's degree in Business Administration (MBA), Public Health (MPH), Health Administration, Healthcare Management, or a related field is required.
• 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 of progressive professional experience in healthcare, wellness, medical services, lifestyle, or related operations.
• At least 5 years in a senior operations, management, or leadership capacity.
• Proven experience managing multi-site healthcare operations, clinics, hospitals, wellness centres, diagnostic centres, or related facilities.
• Experience in clinic establishment, healthcare service management, outsourced healthcare operations, or operational expansion is strongly preferred.
• Demonstrable experience managing budgets, operational performance, and P&L responsibilities.
• Strong understanding of the Nigerian healthcare services and provider landscape.
• Experience in EMS operations, emergency coordination, or case management will be an advantage.
• Experience managing corporate healthcare, wellness, insurance, or health-management programmes is desirable.

CORE COMPETENCIES

• Strategic and operational leadership
• Healthcare operations and service-delivery management
• Strong commercial and financial acumen
• P&L and budget management
• Business development and strategic partnership management
• Multi-site operations management
• People leadership and organisational development
• Data-driven decision-making and performance management
• Stakeholder and relationship management
• Negotiation and commercial management
• Process improvement and operational optimisation
• Risk management, compliance, and business continuity
• Digital-health and technology orientation
• Strong analytical and problem-solving capabilities
• High emotional intelligence and professional maturity
• Strong patient and customer-service orientation

IDEAL CANDIDATE PROFILE

The ideal candidate will be a strategic, commercially minded, and execution-focused healthcare operations leader with a proven track record of managing complex, multi-site healthcare environments.

The candidate must demonstrate strong business judgement, leadership presence, commercial awareness, analytical capability, and the ability to balance operational efficiency, financial performance, regulatory compliance, patient experience, and service quality.

The successful candidate should be comfortable leading multidisciplinary teams, managing senior stakeholders, developing strategic partnerships, overseeing budgets and P&L performance, and delivering measurable improvements in operational and commercial outcomes.

A high level of integrity, professionalism, accountability, discretion, emotional intelligence, and customer-centricity is essential.

WHAT WE OFFER

• Competitive remuneration of ₦1,300,000 net monthly.
• Opportunity to lead and scale a growing healthcare operations function.
• Senior-level exposure to strategic healthcare and business operations.
• Professional growth and career development opportunities.
• A performance-driven and impact-focused working environment.

HOW TO APPLY

Interested and qualified candidates should send their updated CV to:

Email: hiring@mysigma.io

Subject Line: Application – Head of Operations – Lagos

Only shortlisted candidates will be contacted.