Job Summary.

• The Senior Manager, Operations provides overall operational oversight, leadership and accountability for all operational support to clinical and non-clinical functions across AGC Tenwek Hospital and its satellite facilities.
• The role ensures efficient, safe, patient-centred, and Christ-honoring service delivery by driving patient experience improvements, seamless transitions of care cultural transformation and administration across facilities and departments.
• This position is pivotal in strengthening Tenwek’s reputation as a mission-based teaching and referral hospital by ensuring quality and compassionate care is consistently delivered across every point of the patient journey.
• The role reports directly to the CEO. It ensures seamless day-to-day operations, strong patient flow, reliable support services, operational and administrative readiness, and a culture of compassionate, Christ-centered service delivery.

Key Duties & Responsibilities

Strategic & Operational Leadership

• Provide overall operational oversight leadership and operational support to clinical and non-clinical functions across AGC Tenwek Hospital and its satellite facilities.
• Develop and implement integrated operational strategies that align with the hospital’s 2024–2028 strategic plan and Christian mission.
• Champion a culture of compassion, accountability, and excellence across all hospital operations.
• Lead hospital readiness for accreditation, inspections, and compliance with national and international quality standards.

Service Delivery, Transitions of Care & Patient Experience

• Oversee all administrative, clinical and non-clinical operational support, including inpatient wards, theatres, diagnostics, emergency, outpatient, maternal/child health, speciality units, catering, laundry, housekeeping, transport, and security.
• In liaison with the clinical teams, ensure seamless transitions of care between Tenwek’s facilities, from admission to referral, transfer, and discharge.
• Establish and monitor end-to-end patient flow systems that reduce overcrowding and delays.
• Strengthen patient dignity and experience: ensure adequate utensils, linen, meals, and compassionate bedside culture.
• Oversee implementation of robust Infection Prevention and Control IPC systems to reduce outbreak risks.

Resource, Infrastructure & Financial Stewardship

• Collaborate with supply chain, inventory and maintenance to ensure allocation of resources across all hospital and satellite facilities.
• Ensure all wards and clinical areas have the basic tools, supplies, and infrastructure to deliver safe care.
• Collaborate with the Finance team to optimize budget planning, cost-control, and resource utilization.
• Lead infrastructure improvement projects to address overcrowding, sanitation, and patient flow bottlenecks.

People, Culture & Performance Management

• Provide leadership to operational and administrative managers, ward in-charges, and support staff across facilities.
• Promote a culture of humility, service, and accountability, addressing unprofessional conduct and rudeness through coaching and performance management.
• Build leadership capacity and succession planning across all operational departments.
• Ensure staff training on IPC, customer care, and Tenwek’s Christian values of service.

Compliance, Data & Reporting

• Oversee compliance with Kenya’s Ministry of Health standards, KMPDC, and other regulatory bodies.
• Implement systems to monitor and report patient safety indicators, adverse events, and service quality outcomes.
• Produce timely reports and operational dashboards for the CEO, Board, and donor partners.
• Champion data-driven decision-making in operations and clinical support.

 Stakeholder Engagement, Partner Coordination & Community Relations

• Serve as the CEO’s representative for operational matters with county officials, referral partners, regulatory bodies, and external organizations.
• Coordinate with county health teams, community leaders, and partner organizations to strengthen service delivery.
• Support donor relations and strategic partnerships for resource mobilization and service improvement.
• Represent Tenwek in external operational forums and strengthen its role as a referral and teaching hospital.

Emergency & Risk Management

• Lead hospital-wide emergency preparedness pandemics, outbreaks, disasters.
• Maintain and monitor risk registers for all operational areas, with mitigation and business continuity plans.
• Ensure staff readiness and training for emergency response.

Qualifications & Experience

• Bachelor’s degree in Health Administration, Public Health, Nursing, Business Administration, or related field Master’s preferred.
• 10+ years of progressive leadership in hospital operations or operational experience roles with at least 5 years in senior leadership in a large referral/teaching hospital.
• Proven experience leading change in patient experience, IPC, and operational quality
• Knowledge of Kenya’s health system, policies, devolved healthcare structure, and regulatory standards.
• Strong financial management and infrastructure management experience.
• Demonstrated success in managing multi-facility operations.