Operations Lead

Job Information

• Date Opened 10/22/2026
• Job Type Full time
• Industry Health Care
• Work Experience 1-3 years
• City Nairobi Area
• State/Province Nairobi City
• Country Kenya
• Zip/Postal Code 002000

Job Description

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

• Patient Experience: Coordinate patient experience initiatives, ensuring courteous and empathetic service, effective handling of patient concerns and follow-up on feedback to improve service delivery.
• Reception Coordination: Lead reception operations, overseeing patient registration, appointment scheduling, enquiries and complaint resolution.
• 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.
• Administrative Support: Provide administrative support to the Managing Director, including correspondence, report preparation and follow-up on agreed actions.
• Compliance and Records: Maintain accurate contracts, employee documentation and administrative records, ensuring confidentiality, timely renewals and appropriate approvals.

MEASURABLE OUTCOME

• Achieve the agreed customer satisfaction target, measured through customer satisfaction surveys and patient feedback.
• Accurate patient registration and record management, efficient appointment coordination, and courteous, empathhetic 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 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

• Customer-Focused — Patient Experience and Customer Service
• Well-Organized — Reception Coordination, Planning and Prioritization
• Operationally Proficient — Administrative and Operational Management
• Performance-Driven — Staff Supervision and Performance Management
• Analytical and Decisive — Problem-Solving and Decision-Making
• Communicative and Collaborative — Communication and Stakeholder Management

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