Responsibilities or duties

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 or requirements (e.g., education, skills)

Experience needed

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.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

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• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

• Patient experience improvement
• Seamless transitions of care
• Cultural transformation
• Administration
• Quality and compassionate care delivery
• Day-to-day operations management
• Patient flow management
• Support services reliability
• Operational and administrative readiness
• Christ-centered service delivery culture
• Strategic planning and implementation
• Accreditation and inspection readiness
• Infection Prevention and Control (IPC) systems implementation
• Resource allocation
• Infrastructure improvement project leadership
• People leadership
• Performance management
• Leadership capacity building
• Succession planning
• Compliance with health standards and regulations
• Patient safety indicator monitoring
• Service quality outcome reporting
• Data-driven decision-making
• Stakeholder engagement
• Partner coordination
• Community relations
• Donor relations support
• Strategic partnership development
• Resource mobilization
• Emergency preparedness leadership
• Risk management
• Business continuity planning
• Emergency response training

• 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.