Operations Lead

Overview The Operations Lead will be responsible for overseeing the end-to-end operations of the National Billing System across all healthcare institutions. This role requires a strategic leader with strong operational, analytical, and leadership skills to ensure seamless billing operations, system performance, and stakeholder collaboration across multiple healthcare settings. Key Responsibilities Operational Management: Lead and manage daily operations of the National Billing System to ensure efficient, accurate, and timely billing across various healthcare settings, including inpatient, outpatient, polyclinic, day surgery, and emergency departments. Maintain operational excellence and ensure adherence to service-level agreements (SLAs). Manage, mentor, and develop a high-performing operations team. Foster a culture of accountability, collaboration, and continuous improvement. Ensure adequate resource planning and training to meet operational goals. Stakeholder Engagement: Work closely with healthcare institutions, the Ministry of Health (MOH), Synapxe, and other key stakeholders to ensure alignment of billing processes and integration with broader healthcare systems. Conduct regular stakeholder meetings to provide operational updates and address feedback. Process Improvement: Identify process bottlenecks and inefficiencies, proposing and implementing enhancements to improve billing accuracy and turnaround times. Use data-driven analysis to track operational metrics and implement best practices for continuous improvement. Proactively identify, assess, and mitigate risks in billing operations. Ensure compliance with all healthcare billing regulations, data governance standards, and internal policies. Project Management: Oversee and support the delivery of new initiatives, system enhancements, and upgrades related to the billing program. Ensure projects are delivered within scope, budget, and timeline, collaborating effectively with cross-functional teams. Reporting & Analytics: Develop and maintain dashboards and reporting systems to track key performance indicators (KPIs). Present regular reports and insights to senior management and stakeholders to guide strategic decisions. Qualifications Education: Bachelor's degree in IT, Healthcare Administration, Business Management, or related field. Advanced degree (e.g., MBA, MPH) is preferred. Experience: 10–15 years of experience in healthcare operations, with strong exposure to billing systems, service delivery, or incident management. Proven experience managing large-scale operational programs and leading cross-functional teams. Strong background in resolving high-volume tickets and incidents across tools such as JIRA, ServiceNow, or SCCD. Strong leadership, organizational, and analytical skills. Excellent communication and stakeholder management capabilities. Proficiency in project management and process improvement methodologies (e.g., ITIL, Lean, Six Sigma). Demonstrated ability to work under pressure and manage multiple priorities effectively. Ability to independently drive issue resolution, accountability, and continuous service improvement. Knowledge: Deep understanding of healthcare billing processes, systems integration, and regulatory requirements. Familiarity with SAP BRIM (Hybris Billing) and SAP S/4HANA is an advantage. Knowledge of service management frameworks (e.g., ITSM/ITIL) is a plus. Attributes: Self-starter with a proactive, solution-oriented mindset. Strong sense of urgency and ownership, especially when responding to production issues or service disruptions. Details Seniority level: Director Employment type: Contract Job function: Information Technology Industries: IT Services and IT Consulting #J-18808-Ljbffr