JOB ROLE: Operations Lead – LCT Africa
JOB TITILE: Manager
Job Purpose
The Operations Manager will be responsible for overseeing and coordinating day-to-day operational activities across all functional units to ensure efficient service delivery, operational excellence, and continuous improvement across the organization.
Key Responsibilities
1. Operational Oversight & Coordination
- Identify operational inefficiencies and implement process improvement initiatives to enhance productivity and service delivery.
- Ensure effective operational alignment and collaboration across departments.
- Oversee timely resolution of operational escalations and service-related issues.
- Ensure adherence to Service Level Agreements (SLAs), operational policies, procedures, and quality standards.
- Promote a culture of accountability, teamwork, innovation, and continuous improvement.
- Monitor operational workflows and recommend strategies for optimization and efficiency.
2. Stakeholder & Client Management
- Support the management of key payer and provider relationships to ensure seamless service delivery.
- Coordinate and resolve escalated stakeholder concerns in a timely and professional manner.
- Ensure compliance with contractual obligations and agreed service standards.
- Participate in client review meetings, operational engagements, and stakeholder forums.
- Maintain strong working relationships with internal and external stakeholders.
3. Operational Reporting & Performance Monitoring
- Consolidate, analyze, and present operational performance reports to management.
- Monitor and track SLA performance, utilization trends, claims patterns, provider performance, escalation trends, and client satisfaction metrics.
- Ensure proper documentation and tracking of operational action items, resolutions, and follow-ups arising from meetings and escalations.
- Provide data-driven recommendations to improve operational performance and customer experience.
Key Performance Indicators (KPIs)
Operations
- Overall Operational SLA Compliance: ≥ 95%
- Cross-Functional Issue Resolution Rate: ≥ 95%
- Timely Operational Reporting: 100%
- Client Satisfaction Rate Improvement
- Reduction in Operational Escalations and Turnaround Time
Qualifications & Experience
- Bachelor’s degree in Business Administration, Operations Management, Healthcare Management, Insurance, or a related field.
- Minimum of 7 years’ experience in operations management, preferably within healthcare administration, insurance, or managed services.
- Strong understanding of operational processes, stakeholder management, and performance reporting.
- Proven experience in managing cross-functional teams and driving operational improvements.
- Excellent analytical, problem-solving, and decision-making skills.
- Strong communication, interpersonal, and stakeholder engagement skills.
- Proficiency in Microsoft Office Suite and operational reporting tools.
- Ability to work under pressure and manage multiple priorities effectively.
Competencies
- Leadership and people management
- Strategic thinking and execution
- Attention to detail
- Accountability and integrity
- Excellent organizational and coordination skills
- Customer-centric approach
- Continuous improvement mindset
To apply, please forward your CV to joan.wainaina@lctafrica.net. by 25th May 2026.