Operations Manager

The Role

We are looking for an experienced Operations Manager to lead the day-to-day operational delivery of our maritime medical services. You will be the operational backbone connecting shipping agents, transporters, hospitals, and medical professionals — ensuring cases move smoothly from first contact to resolution.

Key Responsibilities

Operations & Service Delivery

• Oversee operations of medical services for seafarers, including close collaboration and liaison with shipping agents, transporters, and medical professionals.
• Plan and coordinate operational activities and resource utilisation to ensure efficient, effective management of medical services provided to clients and patients.

Client & Patient Experience

• Provide professional, responsive customer service and communication to clients and patients, ensuring seamless movement or transfer of patients between facilities.
• Attend to client and patient feedback, proactively identifying and implementing solutions to enhance service delivery.

Process & Documentation

• Develop effective processes and platforms for communication between facilities, covering the release of information, instructions, and feedback, to achieve optimal service outcomes for clients and patients.
• Oversee and perform all required documentation related to ship boarding, ensuring compliance with both regulatory requirements and internal company standards.

Finance & Vendor Management

• Manage invoices and receivables relating to operational activities, ensuring accuracy and timely follow-up.
• Establish and manage relationships with suppliers and vendors to ensure reliable, cost-effective service delivery.

Team Leadership

• Lead and manage a team allocating workload, setting priorities, and ensuring cases are handled efficiently and to a high standard.
• Coach and support team members, monitor performance, and build team capability through on-the-job guidance and feedback.
• Act as the point of escalation for the team on complex or time-sensitive cases.

What We're Looking For

• Diploma or Bachelor's degree in Business Administration, HealthcareManagement, Maritime Studies, or a related field (or equivalent relevant experience).
• 5+ years of experience in operations, case management, logistics, or client servicing — experience in maritime, healthcare, or medical assistance/insurance services strongly preferred.
• Prior experience supervising or leading a small team.
• Strong communication and stakeholder management skills, comfortable liaising with shipping agents, ship owners, hospitals, and transport providers.
• Excellent organisational skills with the ability to manage multiple cases and priorities simultaneously.
• Sound judgement and composure when handling urgent or sensitive patient situations.
• Comfortable tracking invoices and receivables, and negotiating andmanaging supplier/vendor relationships.
• Familiarity with maritime regulatory requirements is an advantage.
• Willingness to be contactable outside standard hours for urgent cases,given the nature of medical emergencies at sea.