Manager- Operations (HCCL)

Job Description

Title: Manager- Operations (HCCL)

Company Name: SAJIDA FOUNDATION

Vacancy: 1

Age: 30 to 45 years

Job Location: Dhaka

Salary: Negotiable

Experience:

• 5 to 10 years
• The applicants should have experience in the following business area(s): NGO, Healthcare/Lifestyle product

• Bachelor of Business Administration (BBA)

• 5 to 10 years
• The applicants should have experience in the following business area(s): NGO, Healthcare/Lifestyle product

• Age 30 to 45 years

Organization Profile:

Home & Community Care Ltd. (HCCL) is a Bangladesh-based healthcare and caregiving organization that delivers professional, home-based medical and caregiving services. It focuses on elderly care, nursing, physiotherapy, chronic disease management, clinical support, and patient recovery, primarily serving clients in Dhaka and Chattogram.

HCCL is the first ISO 9001:2015 Certified Caregiving Service Provider in Bangladesh, and its Standard Operating Procedures were developed by Canadian nursing experts alongside doctors from SAJIDA Hospital — giving its care model a strong clinical and quality-assurance foundation.

Role Overview:

The Manager– Operations for Home & Community Care Ltd. (HCCL) will provide overall leadership and oversight of operational activities to ensure efficient, high-quality, and seamless service delivery. The role will lead and coordinate the clinical and service teams, manage VIP and key client requirements, monitor customer service performance, and strengthen relationships with hospitals, clinics, and other healthcare providers. The position will also contribute to operational improvement, team development, client satisfaction, stakeholder management, and business growth.

Key Responsibilities:

• Lead and oversee day-to-day operational and service delivery activities.

• Provide leadership, guidance, and coordination to the teams.

• Ensure high standards of service quality, customer experience, and timely resolution of client concerns.

• Manage VIP, corporate, and key clients, ensuring personalized and seamless service delivery.

• Monitor customer service performance, feedback, complaints, and service quality, and implement necessary improvement initiatives.

• Handle operational escalations and complex client cases effectively and professionally.

• Develop, maintain, and strengthen relationships with hospitals, clinics, diagnostic centres, and other healthcare service providers.

• Support the development and expansion of a reliable and high-quality healthcare provider network.

• Drive process improvement, operational efficiency, and adherence to organizational policies and service standards. 

• Lead, coach, mentor, and develop team members while promoting accountability and a high-performance culture.

• Collaborate with internal departments and external stakeholders to ensure effective service coordination.

• Support business development, client retention, strategic partnerships, and organizational growth initiatives.

• Monitor operational performance and provide regular reports, insights, and management recommendations.

Safeguarding Responsibilities:

• Promote and maintain a safe, respectful, and professional environment for clients, employees, and stakeholders.

• Ensure confidentiality, privacy, dignity, and appropriate handling of sensitive client information.

• Identify, report, and appropriately escalate any safeguarding concerns, risks, incidents, or breaches in accordance with company policies and applicable procedures.

• Ensure team members understand and comply with safeguarding, ethical, and professional standards.

• Support the implementation of relevant safeguarding policies, procedures, and awareness initiatives.

Educational Requirements:

• Bachelor's degree in Business Administration, Healthcare Management, Hospital Management, Management, or a related discipline.

• A Master degree or relevant professional qualification will be considered an added advantage.

Experience Requirements:

• Relevant professional experience in operations, healthcare management, hospital or clinical coordination, customer service, client relationship management, or a related service industry.

• Demonstrated experience in leading and managing teams.

• Experience working with hospitals, healthcare providers, clinical teams, or healthcare networks will be an advantage.

• Experience in managing VIP, corporate, or high-value clients is preferred.

• Strong exposure to operational management, stakeholder engagement, and service improvement is desirable.

Additional Requirements:

• Strong leadership, people management, and team development skills.

• Excellent communication, interpersonal, and stakeholder management abilities.

• Strong customer service and client relationship management skills.

• Ability to manage VIP and sensitive client matters with professionalism, discretion, and confidentiality.

• Strong problem-solving, decision-making, and conflict-resolution capabilities.

• Sound business acumen and understanding of operational efficiency and service excellence.

• Ability to manage multiple priorities and perform effectively in a fast-paced environment.

• Proficiency in Microsoft Office and other relevant digital tools.

• A proactive, professional, solution-oriented, and results-driven approach.