Operations Manager – mHealth

Job Description

Title: Operations Manager – mHealth

Company Name: Milvik Bangladesh Ltd.

Vacancy: 1

Age: Na

Job Location: Dhaka (Mohakhali)

Salary: Tk. 60000 - 90000 (Monthly)

Experience:

• 5 to 8 years
• The applicants should have experience in the following business area(s): Insurance, Multinational Companies, Technical Infrastructure, Healthcare/Lifestyle product, Healthcare Startup

• Bachelor/Honors

• 5 to 8 years
• The applicants should have experience in the following business area(s): Insurance, Multinational Companies, Technical Infrastructure, Healthcare/Lifestyle product, Healthcare Startup

Role Purpose

The Operations Manager – mHealth is responsible for ensuring operational excellence, service quality, and continuous improvement of mHealth services. The role focuses on optimizing patient experience, managing healthcare operations, and driving cross-functional collaboration to enhance service delivery and business performance.

Key Responsibilities

Operational Management

· Ensure adherence to defined service level agreements (SLAs) and operational KPIs.

· Monitor service performance including response time, turnaround time, and doctor productivity.

· Develop and manage doctor capacity planning and scheduling (rosters).

· Identify process improvement opportunities and collaborate with IT and relevant teams.

Team Management

· Lead recruitment, onboarding, training, and performance management of Health Executives and Concierge Officers.

· Allocate tasks and monitor team performance to ensure high-quality service delivery.

· Drive a customer-centric culture focused on delivering an exceptional patient experience.

Service & Product Development

· Collaborate with medical, operations, and product teams to enhance service offerings.

· Develop partnerships with healthcare providers (diagnostics, pharmacy, ambulance, medical devices).

· Support development of clinical programs and new healthcare products.

Technical Coordination & System Development

· Identify and report system issues; coordinate with Product and Technical teams.

· Own and drive the mHealth technical roadmap in Bangladesh.

· Lead User Acceptance Testing (UAT) and system improvements.

Quality & Complaint Management

· Ensure high standards of service quality across operations.

· Analyze complaints and implement corrective actions.

· Conduct calibration sessions and enforce quality standards.

Data Management & Reporting

· Ensure accuracy and integrity of operational data.

· Prepare and present KPI dashboards.

· Support finance in reporting and forecasting.