ME Clinical Ops Site Lead

The ME Clinical Operations Site Lead plays a pivotal role in supporting clients throughout the Middle East (ME) within complex healthcare environments. This position requires a comprehensive understanding of the region’s healthcare frameworks, including models led by third-party administrators (TPAs), local regulatory authorities, and market-specific utilization and affordability dynamics. Working across culturally diverse and rapidly evolving healthcare systems, the ME Site Lead is accountable for ensuring consistent clinical operational delivery, regulatory compliance, and the effective translation of global operational standards into successful local market execution.The Site Lead’s primary responsibility is to deliver operational excellence across all ME clinical functions on a day-to-day basis. This includes ownership of throughput, productivity, achievement of service level agreements (SLAs), quality metrics, and workforce planning. The role ensures that processes remain efficient, compliant, data-driven, and scalable throughout the Middle East.RESPONSIBILITIES AND DUTIESOperational Delivery & Workflow OversightOwn and monitor operational key performance indicators (KPIs), including turnaround time (TAT), productivity, accuracy, rework, and daily throughput.Coordinate work allocation, manage staff shifts, and balance workload across the ME region.Closely monitor dashboards and daily operational controls, taking corrective actions as necessary.Lead regular team huddles and ensure consistent communication regarding performance and expectations.Proactively identify cost containment and health outcome improvement opportunities to optimise our value proposition. Quality & ComplianceOversee quality audits, conduct accuracy checks, and manage error resolution processes.Drive the development and implementation of remediation plans, including root-cause analysis for audit findings.Collaborate with TPAs to implement clinical governance and oversight mechanisms.People ManagementDirectly manage clinical staff, encompassing performance reviews, coaching, upskilling, and capability development.Foster a culture of continuous improvement, accountability, and operational excellence within the clinical team.Cross-Functional AlignmentWork in close partnership with Global Operations on standard operating procedure (SOP) updates, and operational innovation initiatives.Serve as the point of operational escalation for internal teams, ensuring timely issue resolution.Maintain strong relationships with key stakeholders including but not limited to NNHS, to optimize the collaboration.Participate in global automation initiatives and other projects, ensuring continuous improvement and alignment with organizational objectives.KNOWLEDGE, SKILLS AND EXPERIENCELeadership & Stakeholder InfluenceExperienced leader, skilled in performance management, talent development, and fostering operational excellence.Collaborative partner, building trust across sites and within a matrix organisation.Delivers on operational goals while maintaining a long-term vision for clinical quality and service excellence.Operational & Analytical ExcellenceDemonstrates strong clinical and operational expertise in managing utilisation management, case management, and quality governance, with in-depth understanding of clinical workflows, productivity, SLAs, and capacity planning for high-volume operations.Data-driven, skilled at interpreting metrics and delivering actionable improvements.Analytical problem-solver focused on simplification, standardization, automation, and quick wins while upholding quality and compliance.Experienced in balancing cost, quality, and experience to ensure sound clinical decisions and better member and provider outcomes.Culture, Adaptability & EthicsQuickly adapts to change and learns new requirements for effective implementation.Operates confidently across ME’s varied regulatory and cultural environments.Thrives in multicultural, dynamic settings, managing ambiguity and priorities.Maintains ethical judgment and integrity with transparent, patient-focused decisions under pressure.Committed to improving value and daily experiences for members, providers, and stakeholders.Profile RequirementsHave a Bachelor's degree in Medicine or NursingMinimum of 5–7 years’ experience in clinical operations, healthcare services, or managed care environments, with demonstrated accountability for operational delivery, quality, and team leadership.Prior leadership experience, including leading, coaching, and developing multidisciplinary clinical teams within fast-paced, performance-driven settings.Strong operational mindset, evidenced by success in managing complex workflows, resolving escalations, and enhancing performance through structured governance and data-driven decision-making.Experience working within matrixed, multicultural organisations, ideally spanning multiple countries or regions, and comfortable with ambiguity and competing priorities.Fluency in English is required; proficiency in Arabic or another regional or global language is considered a strong advantage.Demonstrated experience in international or multicultural healthcare environments, ideally supporting multinational employers, TPAs, or globally mobile populations within ME or comparable regions.