Operations

Business Manager (Concierge)

Lagos   |   Full Time

Helium Health is accelerating Africa’s transition to a technology and data-driven healthcare sector. We provide a suite of solutions that serve as the digital infrastructure for all healthcare stakeholders in Africa: providers, payers, patients & governments.


The Business Operations Manager is an individual with a passion for culture, innovation, and bespoke services who will be responsible for maximizing the business’ operating capabilities for our concierge services. This includes collaborating with management to develop and execute business strategies; overseeing people, processes and operations towards the desired outcome for the business.


Responsibilities:

Operations and Process Management

  • Design end to end operations processes to enable the business to deliver concierge services in an elegant and bespoke manner, to target market and High Networth Individuals (HNIs).

  • Ensure all management systems operate smoothly and align with the company’s quality standards. Maximize operating potential to exceed customers’ expectations and company goals.

  • Monitor daily operations and address potential issues when they arise.

  • Oversee the relevant teams in strategy and budget development. Work with the finance team to track and manage costs, recommending solutions that will improve profitability.

  • Oversee service delivery process flow and implement new processes as required in order to improve efficiency and to support growth in new business lines.

  • Ensure the efficiency of built business procedures, establishing necessary KPIs and conducting quality assessments.

  • Request reports from various departments for review on a regular basis. Create a monthly presentation for executive leadership.

  • Network with other leaders across the network to solicit and share process improvements and drive efficiencies and cost savings.

  • Establish objectives and metrics for process delivery, quality, productivity, and customer experience.


Brand Management

  • Act as subject matter expert in luxury service delivery industry trends, consumer targets & behaviors.

  • Supports strategy, innovation, and key growth opportunities for the brand.

  • Supports PR on brand messaging and storytelling strategy; supports key brand event activations (conferences, brand partnerships, experiential activations, etc.)


Collaboration

  • Work closely with Centre of Excellence teams to build and secure support and resources for business operations and initiatives.

  • Engage all levels of the organization to remove waste from operations processes employing Lean/Six Sigma practices where possible.

  • Collaborate with and regularly follow up with the various department heads to ensure proper execution of plans.

  • Interface with other business partners/ functions in evaluation and preparation of models and plans for new business.


People Management

  • Set clear goals and expectations for the team. Measure performance, provide feedback, and hold team members accountable.

  • Mentor and develop leaders and staff

  • Uphold the best of Helium Health culture, leadership principles and values 


Requirement:

  • Minimum of 6 - 10 years operations management / customer management experience.

  • Luxury and/or lifestyle industry experience is a plus.

  • Passionate about luxury customer service.

  • Strong leadership and people management skills, also basic financial and advanced problem solving skills.

  • Polite and confident with excellent communication skills both verbally and written. Ability to make a good first impression.

  • Very creative with a sharp eye for detail.

  • A self-starter who is able to prioritize and manage multiple assignments, take initiative, and work independently.

  • Passionate about the healthcare business and excited to support the growth and development of an organization that delivers a best-in-class product to its customers.

  • First degree in a relevant field from an accredited institution.

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