Assistant Manager- Operations

Assistant Manager - Operations for MNGHS-UAE

As a member of Munich Re the MedNet UAE is one of the leading managed care service organizations that caters to healthcare needs. We are currently looking to hire a “Assistant Manager - Operations”, He/ She is responsible for ensuring the efficiency and effectiveness across the core business operations outsourced in the MedNet outsourcing center. She/he oversees the outsourcing center performance delivery and leads projects aiming at continuously enhancing the added value from Outsourced operations. This is a strategic role within our organization, reporting to the Operations Manager and having high exposure to senior management, the Head Office, and key strategic partners, providing multiple career advancement opportunities, in the UAE and abroad.

Your Job:

• Monitor and steer the outsourced operations performance delivery in accordance with pre-defined Service Level Agreements (SLA). Proactively trigger alerts/escalations and requests/track remediation plans to mitigate performance deviations.
• Implement and maintain an effective and harmonized governance and quality control framework ensuring that all outsourced activities benefit from the right support and steering, in close collaboration with Operations Managers and their respective departments.
• Prepare regular business reviews (monthly/quarterly) including operational performance and initiatives status with internal stakeholders. Develop clear and concise summaries to maintain the management regularly informed of project statuses and alerts/points of attention.
• Implement and maintain a Master Service Agreement including a well-structured SLA for each activity outsourced. Ensure such SLA are updated on an annual basis and monitor /control monthly invoicing from outsourced operations.
• Lead the implementation of projects and initiatives aiming at optimizing operational performance in accordance with business strategy i.e. new activity transfer, value chain expansion, quality controls, etc. Continuously seek improvements in close collaboration with key stakeholders.
• Work closely with the Operations Managers and act as a Business partner fostering an effective collaboration with other departments in the UAE (Claims, Approvals, Performance management, Quality, Planning, Finance, Legal, …), Head Office, Outsources operations leaders, etc.
• Ensure outsourcing operations´ adherence to local and group company policies and standards including but not limited to: audit findings, compliance, fraud & leakage, business continuity, protection & resilience, etc.
• Act as a role model for the team and proactively collaborate/share best practices with colleagues. Deputize the Operations Manager as needed and undertake any additional task as required by the hierarchy.

Your profile:

• Degree in Business Administration, Finance, Supply Chain, Engineering, or any related field (or demonstrated equivalent professional experience)
• At least 3 years’ experience in a similar role, preferably in the financial services and/or BPO industries, with a proven track record of improving outsourced operations performance.
• Advanced analytical, business planning and project management skills
• Strong stakeholder management skills can adequately deal with different stakeholders from different levels and departments.
• Excellent command of English, both written and spoken
• Team player and integrity. Hands on self-starter displaying a growth mindset and “make it happen” attitude.
• Advanced computer Literacy (MS Word, MS Excel, MS PowerPoint)
• Open to occasional international business trips (up to. 3-4 business trips per year)