Head of Operations at Emergency Response Africa (ERA)

• The Head of Operations is responsible for ensuring the sustainable growth of Emergency Response Africa (ERA) by optimizing core business operations, strengthening the team and work culture, and supporting sales and partnerships. This role will oversee operations for the seamless delivery of emergency medical services, ensuring that the company delivers exceptional service to its patients, partners, and stakeholders across all locations.
• The ideal candidate is passionate about creating impact through emergency healthcare. He or she is a data-driven strategic thinker – able to direct daily operations to achieve business results, a trusted leader – able to motivate and inspire a team to achieve results while maintaining a great culture, and a creative problem-solver – always thinking of new approaches to anticipate and address challenges.

Candidates with experience in healthcare and/or logistics will be given priority.

Key Responsibilities

Command Centre and Emergency Response Operations

• Work closely with the Clinical Lead to oversee and improve 24/7 Command Centre operations, ensuring the smooth execution of emergency response processes from start to finish.
• Manage all response vehicles, assets for optimal performance.
• Collaborate with the clinical and technical teams to identify areas for process improvement, driving operational efficiency and service quality.

Team Leadership & Recruitment

• Recruit, select, train, and manage clinical and operational staff.
• Provide coaching, counselling, and discipline when necessary to ensure optimal performance.
• Support the technical and commercial teams to align with operational needs.
• Cultivate a positive work culture that fosters collaboration, accountability, and a high level of performance.

Process Documentation & Standard Operating Procedures (SOPs)

• Establish and maintain strong operational systems by documenting key processes and developing standard operating procedures to ensure efficiency and consistency in service delivery.
• Regularly update and redesign processes to increase efficiency and effectiveness.

Business Development and Collaboration

• Work closely with the Chief Commercial Officer to plan and execute strategic business projects to support company growth.
• Work with senior management to define and execute ERA’s long-term vision and business expansion initiatives.
• Partner with the business development team to support efforts in closing deals with corporate and public sector clients, contributing to the company's revenue generation goals.

Quality, Data, & Operational Efficiency

• Collect, analyse, and report weekly performance data
• Oversee monthly case audits in collaboration with the Clinical Lead to improve quality patient care.
• Use data-driven strategies to optimize the effectiveness of the response network and ERA’s technology platform.
• Drive initiatives to achieve target response times, while maintaining a high standard of care.
• Work closely with the Clinical Lead to support and incentivize response partners, ensuring timely, high-quality emergency care services.

Compliance

• Ensure all company licenses, permits, insurance covers, and registrations with relevant regulatory bodies are up to date and in compliance with existing laws and regulations.
• Ensure clinical and operational personnel qualifications and certifications to practice are up to date.
• Work closely with the engineering and data teams to ensure proper data management processes and compliance with data processing regulation.
• Develop and maintain relationships with key regulators.
• Stay ahead of changes in regulation to ensure compliance.
• Support registration and due diligence processes for the company as a prospective supplier to clients.

Budgeting & Financial Planning

• Forecast office and operational requirements, prepare the annual and monthly operations budget, and monitor expenditures to ensure financial efficiency.
• Analyze variances and implement corrective actions as necessary.

Other Roles and Responsibilities

• Oversee vehicle logistics, stock control, and inventory management to ensure that all operational equipment and resources are available and in optimal condition.
• Ensure that the work environment adheres to health and safety standards, as well as legal regulations by enforcing protocols and procedures.
• Manage relationships with vendors, suppliers, and partners to ensure the timely delivery of goods and services needed for operations.
• Lead efforts to provide exceptional customer service to patients, families, and partners by proactively delivering quality care and addressing complaints within the shortest possible time.

Benefits

• Competitive salary, commensurate with experience and qualification.
• Comprehensive HMO coverage.
• Pension plan
• Training and development opportunities for professional advancement within a dynamic, mission-driven organization.
• Flexible working arrangements and support for maintaining a healthy work-life balance.
• Opportunity to play a key role in saving lives and transforming healthcare in Africa.

Skills and Qualifications

• Bachelor’s degree in Business Administration, Bachelor of Medicine, Bachelor of Surgery (MBBS), Public Health, Healthcare Management, or related field.
• Master’s degree or MBA preferred.
• Minimum of 5 years of experience in operations management, preferably within healthcare, emergency response, or service delivery industries.
• Proven track record in developing and executing long-term strategies to drive operational success and business growth.
• Data-driven with experience using technology and data to drive operational efficiency.
• Proficient with Excel, PowerBI, PowerPoint, project management tools etc.
• Excellent communication, negotiation, and relationship-building skills.
• Ability to work collaboratively with different departments and external stakeholders, including public sector officials.
• Experience in logistics, inventory management, and vendor management.
• Knowledge of health and safety regulations and legal compliance in healthcare.