Job Description
The New Private Wing of the Aga Khan University Hospital in Karachi is a 85 bed facility that will serve patients in Pakistan and from overseas to provide the highest quality care in a high-end ambiance with amenities and value-added services, an unparalleled patient experience and hospitality comparable to the best healthcare facilities in the world. For this state-of-the-art facility, we are looking for an outgoing, dynamic and enthusiastic professional with a strong experience in managing the complex operations and delivering exceptional service.

Responsibilities:
Reporting to the CEO of the Aga Khan University Hospital, the Manager Operations will be the ambassador of the New Private Wing providing leadership to all support service departments to provide high end service to the patients and guests. Managing the operations by leading, empowering and building on the strengths of the teams to ensure all functions are operating effectively so that patients, families and guests are offered a service which is reliable, consistent and aligned to the AKUH brand.
The incumbent will ensure to build rapport with the staff. Partnering closely to make them understand the priorities and exceed our patients expectations by:
developing and implementing strategies and practices to deliver exceptional service and teamwork;
creating an excellent customer experience by ensuring exceptional hospitality and the overall comfort of the patients, their families and guests;
ensuring high-quality Housekeeping operation, landscaping, Dining Hall, Cafeteria, Patient Meal Services & Room Service , Reception and Concierge services;
coordinating with doctors, nurses and other health-services staff to ensure prompt service on any demand expressed by our patients, families and guests;
working closely with the Director of Patient Care and Hospitalist Medicine to ensure seamless care related services;
liaising with the Facilities Management, IT and the Biomedical Engineering to ensure ongoing maintenance on all installations and medical equipment;
coordinating with the Billing Department to ensure the timely and discrete in-room billing and handling of all sensitive financial affairs of the patients;
liaising closely with the Security Department to ensure adherence to policies, procedures and disciplined highest service standards;
liaising with the leasing partners (tenants) within the premises (Gift Shop, Flower Shop & Book Shop) in order to ensure smooth operation and uninterrupted availability of services in line with expected quality & standards;
being the focal point of contact for the upkeep of all NPW assigned assets;
driving seamless service by providing the team with required training, orientations, on the job guidance and resources to achieve performance objectives to their fullest potential.

Requirements:
The ideal candidate should be a seasoned and highly intelligent professional with outstanding, management skills and extensive experience in managing complex operations. Demonstrate accuracy and thoroughness; attention to detail; work with integrity and ethics. Support organization’s values; treat people with respect and promote a harassment-free environment. The candidate must have:
a Masters degree in Business Administration;
at least 5 to 8 years of experience in leading similar operations (private high-end hospitals or five-star hotels) and must demonstrate superb business and service acumen;
excellent communication and interpersonal skills;
multi-task oriented delivery experience;
possess problem- solving abilities, articulate effectively and maintain a professional relationship with a diverse workforce and executive management team.

Apply
Interested candidates should send their detailed CVs by email to human.resources@aku.edu and mark the position applied for in the subject line.
Only shortlisted candidates will be contacted.
Applications should be submitted latest by December 29, 2019