Head of Unit (Manager-Operations)

Company Description

Role Description

-Operational Leadership, Strategy & Planning

• Develop and implement the short- and long-term operational strategy, plans, policies, and controls in alignment with Group corporate strategy.
• Develop and execute annual business plans, volume growth strategies, and service expansion initiatives to achieve revenue and profitability targets.
• Monitor market competition, referral patterns, and care-seeker demographics to identify opportunities for growth and service enhancement.
• Ensure optimal utilization of clinical, operational, and facility resources to maximize productivity and efficiency.
• Oversee all departments including clinical, nursing, support, and administrative units, and act on performance gaps to meet budgeted targets.
• Translate corporate strategy into consistent, high-performing unit-level execution, protecting business quality and compliance. Assess local market trends and patient demand to shape service growth recommendations.
• Serve as the primary point of authority for all Unit Level operational decisions, driving execution and formulating growth plans for specialties and services

-Regulatory Compliance & Accreditation

• Ensure full and timely compliance with guidelines from the Saudi Ministry of Health (MOH), Council of Health Insurance (CHI), Central Board for Accreditation of Healthcare Institutions (CBAHI), Civil Defense, Municipality,聽NPHIES聽and all other relevant statutory and regulatory bodies.
• Lead Unit-level readiness for audits, inspections, and accreditation cycles.
• Review licensing, operational documentation, and legal compliance and formulate corrective action plans as needed.
• Maintain Saudization (Nitaqat) compliance across workforce planning and hiring.
• Ensure timely implementation and closure of audit findings, accreditation observations, and regulatory corrective action plans.

-Performance Management & Cost Discipline

• Define and manage Service Level Agreements (SLAs) across all departments and monitor metrics to drive corrective and preventive actions. Chair monthly and quarterly聽聽performance reviews, monitoring KPIs including Weekly review of business performance and cost variance by department
• Monitor and improve payer mix, insurance claim performance, denial rates, and revenue leakage prevention in collaboration with Revenue Cycle Management teams.
• Drive productivity benchmarking across clinical and non-clinical departments through utilization and efficiency indicators.
• Responsible for the Unit level development, planning, and management of the annual operating and capital budgets in alignment with Group policies, industry benchmarks, and organizational objectives, while ensuring accurate forecasting to support future business growth and operational requirements.
• Approval of operational expenditure within the approved budget and governance framework
• Escalation of systemic risks to Group leadership
• Enforcement of cost optimization and asset utilization programs
• Build and validate business cases for capital expenditure and service growth for Board/Group approval.
• -Revenue Cycle & Business Performance Management (at unit level)
• Accountable for revenue cycle performance and insurance operations.
• Monitor claim submission, rejection rates, collections, and reimbursement turnaround times.
• Drive initiatives to improve revenue realization, reduce revenue leakage, and enhance service profitability.
• Collaborate with Corporate RCM team ,Finance, Insurance, Medical Affairs, and Operations to improve payer performance and reimbursement outcomes.

-Team Leadership & Human Resource Engagement

• Promote a positive work culture aligned with Group values, service excellence, and patient safety.
• Manage capacity planning across all departments and ensure effective cross-departmental resource allocation. Lead performance management, talent assessment and engagement, productivity benchmarking, succession planning, retention, and recruitment of clinical and non-clinical talent.
• Foster leadership development and build a succession pipeline for critical positions within the Unit.
• Promote employee engagement initiatives and support organizational culture-building programs
• Mentor and evaluate departmental heads, supervisors, and senior staff.
• Oversee workforce planning, recruitment, onboarding, performance management, succession planning, and talent development in partnership with the Group HR function.

Care-Seeker Experience And Quality Management

• Champion patient experience and service excellence initiatives across the Unit.
• Define and monitor benchmarks for patient satisfaction (NPS, survey scores), complaint turnaround, and clinical quality.
• Ensure achievement of patient experience targets and lead initiatives to improve care-seeker loyalty, retention, and service recovery.
• Review trends in patient complaints, incidents, and feedback and implement preventive actions to enhance service quality.
• Drive continuous quality improvement across all departments. Ensure patient rights, ethical standards, and confidentiality policies are upheld at all times.
• Ensure timely investigation, resolution, and closure of patient complaints, regulatory grievances, and service-related escalations received through MOH, CHI, patient experience channels, and other regulatory authorities.

Governance, Transformation & Special Projects and Programs

• Enforce governance, risk mitigation strategies, policies and operational SOPs
• Standardizing and Integrating Region Operating model and structure
• Serve as the Unit sponsor and implementation lead for Group strategic initiatives, transformation programs, and operational excellence projects.
• Ensure effective implementation of Group policies, governance frameworks, and enterprise-wide transformation initiatives.
• Collaborate closely with the Medical Director / Head of Medical Affairs to align clinical and operational objectives.

Facility And Vendor Management

• Supervise facility maintenance, safety, biomedical equipment servicing, and operational continuity.
• Monitor vendor performance and timely supply management for medical and non-medical items.
• Recommend and implement improvements in procurement and inventory management suited to the Unit.
• Ensure business continuity, emergency preparedness, disaster recovery readiness, and crisis management plans are maintained and periodically tested.

Data Analysis And Reporting

Some Notable Key Performance Indicators (Kpis)

Financial Performance

Operational Metrics

Quality & Safety

Care-Seeker Experience

People Metrics

Regulatory

Qualifications

• Strong operations management and healthcare facility administration skills, with experience in planning, organizing, and optimizing unit performance.
• Proficiency in team leadership, staff supervision, and people management, including coaching, performance evaluation, and conflict resolution.
• Competence in budgeting, cost control, and resource management, with the ability to analyze operational data and make data-informed decisions.
• Knowledge of healthcare quality standards, patient safety protocols, and regulatory compliance within hospital or medical center environments.
• Excellent communication, collaboration, and stakeholder management skills to work effectively with clinical and non-clinical teams.
• Bachelor鈥檚 degree in healthcare administration, business management, or a related field; a master鈥檚 degree or relevant professional certifications is an advantage.
• Previous experience in a managerial or supervisory role within a healthcare setting, preferably in operations or administration.
• Strong problem-solving, decision-making, and organizational skills, with the ability to manage multiple priorities in a fast-paced environment.
• Fluency in English; proficiency in Arabic is highly beneficial.