Deputy Operations Manager

Organization: SHAAFI Healthcare Platform
Location: Hargeisa, Somaliland
Position: Deputy Operations Manager
Employment Type: Full Time
About SHAAFI Healthcare Platform
SHAAFI Healthcare Platform is a digital healthcare solution designed to improve access
to healthcare services and strengthen the connection between patients and healthcare
providers. Through its digital platform and healthcare partnerships, SHAAFI supports
appointment booking, healthcare service coordination, patient communication, and
technology-enabled healthcare delivery.
Job Summary
The Deputy Operations Manager supports day-to-day management of SHAAFI
Healthcare Platform operations and ensures that management decisions are translated
into effective execution.
The position is responsible for strengthening operational coordination, departmental
accountability, KPI monitoring, action follow-up, SOP compliance, service quality,
operational reporting, resource coordination, and continuous improvement.
The Deputy Operations Manager works across departments to ensure activities are
executed according to approved plans, priorities, targets, timelines, and procedures,
while maintaining clear visibility of operational performance and escalating significant
risks and bottlenecks to management.
Key Responsibilities
● Coordinate daily operational activities across SHAAFI departments and ensure
alignment with organizational priorities.
● Translate management decisions and operational priorities into clear actions,
responsibilities, timelines, and follow-up.
● Monitor departmental KPIs, operational targets, patient bookings, Call Center
performance, marketing activities, application performance, IVR performance,
and other relevant operational indicators.
● Prepare and consolidate weekly and monthly operational performance reports
and management dashboards.
● Maintain operational action trackers and follow up with responsible departments
to ensure assigned actions are completed on time.
● Monitor compliance with approved company, departmental, and
inter-departmental SOPs and operational procedures.
● Identify operational non-compliance and recommend corrective actions.
● Coordinate cross-functional activities and ensure effective handoffs between
departments.
● Monitor inter-departmental SLAs, response times, delays, and operational
bottlenecks.
● Track implementation of marketing campaigns, technology improvements,
service launches, partnership activities, strategic initiatives, and other operational
projects.
● Coordinate operational and KPI review meetings and maintain meeting minutes,
action trackers, follow-up logs, and decision registers.
● Monitor patient feedback, complaints, service-delivery issues, and customer
satisfaction trends and coordinate corrective actions with relevant departments.
● Support weekly, monthly, and quarterly operational planning and prioritization.
● Monitor departmental workloads, operational capacity, and resource constraints
and support effective resource coordination.
● Identify operational risks and escalate significant issues to the Hargeisa Branch
Manager.
● Identify recurring operational bottlenecks and recommend workflow, process, and
SOP improvements.
● Monitor implementation and effectiveness of approved operational
improvements.
● Promote accountability, collaboration, execution discipline, service quality, and
continuous improvement across SHAAFI operations.

Qualifications, Experience & Required Skills
Education
● Bachelor’s degree in Business Administration, Management, Operations
Management, Healthcare Management, Project Management, or another
relevant field.
● Master’s degree in Business Administration (MBA), Management, Operations
Management, Healthcare Management, Project Management, or another
relevant field is highly preferred.
● Additional professional training or certification in operations management, project
management, quality management, business administration, or a related area is
an advantage.
Professional Experience
● Relevant professional experience in operations management, business
operations, project/program coordination, healthcare operations, or a related
management function.
● Demonstrated experience coordinating activities across multiple departments or
functional teams.
● Experience in operational planning, performance monitoring, KPI tracking, and
management reporting.
● Experience following up projects, management decisions, deliverables, and
action plans.
● Experience working with SOPs, operational procedures, compliance
requirements, or process-improvement initiatives.
● Previous supervisory, team-lead, or management-level experience is highly
desirable.
● Experience within healthcare, digital health, technology, service operations, or a
similarly cross-functional environment is an advantage.
Required Skills & Competencies
● Strong operational planning and execution skills.
● Strong analytical and problem-solving ability.
● Ability to interpret KPIs, operational data, and performance trends.
● Strong cross-functional coordination and stakeholder-management skills.
● Excellent follow-up, organization, and action-tracking capability.
● Strong written and verbal communication skills.
● Ability to prepare clear operational reports, dashboards, and management
summaries.
● Strong meeting coordination and action-management skills.
● Good understanding of SOP compliance and process improvement.
● Ability to identify operational risks, bottlenecks, and performance gaps.
● Strong prioritization and time-management skills.
● Ability to work effectively with different departments and management levels.
● High level of accountability, professionalism, integrity, and attention to detail.
● Ability to work under pressure and manage multiple operational priorities.
● Proficiency in Somali and English, both written and spoken.
● Good computer skills, including Microsoft Office/Google Workspace; experience
with ERP, CRM, project-management, or operational reporting systems is an
advantage.

Interested candidates should submit:
- An updated CV.
- A cover letter outlining relevant experience and suitability for the position.
Applications should be submitted through the official application link below.
Application Deadline: August 20, 2026
Application Link: Deputy Operations Manager | My Website
Only shortlisted candidates will be contacted for the next stage of the selection process.