Managed Healthcare Operations Manager at Drugstore Nigeria

Overview

• The Managed Healthcare Operations Manager is responsible for coordinating and driving operational excellence in the delivery of products, a managed healthcare initiative serving our clients.

Responsibilities
Operational Oversight & Delivery Excellence:

• Oversee the execution of end-to-end managed healthcare operations including order processing, pharmacy coordination, service delivery, and logistics.
• Monitor, analyze, and optimize workflows to improve SLA adherence, reduce turnaround time (TAT), and enhance patient and partner satisfaction.

Cross-Departmental Collaboration:

• Coordinate with the Fulfillment, Procurement, and Logistics teams to ensure timely delivery and product/service readiness across partner pharmacies.
• Align operations with strategic objectives in collaboration with Sales, Marketing, Legal, HR, and Finance departments.

Process & Technology Integration:

• Work with the Digital Transformation Manager and Product teams to integrate tech-enabled solutions, dashboards, and workflows that improve visibility, efficiency, and traceability.
• Lead adoption of digital tools across the team.

Stakeholder Engagement:

• Support strategic partnerships
• Ensure high-level relationship management and communication with internal and external stakeholders.

Team Management:

• Provide operational leadership to team members.
• Monitor team productivity, training needs, and development plans.

Reporting & Performance Management:

• Develop and track key performance indicators (KPIs) across the team
• Present periodic reports to the Head of Business with recommendations for improvement.

Compliance & Quality Assurance:

• Ensure adherence to internal SOPs and external regulatory requirements in service delivery.
• Drive continuous improvement through QA feedback and data insights.

Qualifications and Experience

• Minimum of 5 years’ experience in healthcare operations
• Bachelor’s degree in Pharmacy
• Advanced degree is a plus.
• Proven experience working with digital health solutions and pharmacy networks

Core Competencies:

• Strong operational and process management skills
• Stakeholder relationship and partnership management
• Experience in managed healthcare or health insurance
• Tech-savvy with experience implementing digital tools
• Cross-functional team collaboration
• Data-driven decision making
• Strategic thinking and execution
• Excellent communication and leadership skills