Job Description: Operational Manager – Wellness Center

Position Title: Operational Manager

Location: Windsor Avenue, Kingston5

Reports To: Director of Wellness Center

Job Type: Full-time

Overview:

The Operational Manager at the Wellness Center is responsible for overseeing all aspects of daily operations, ensuring efficient management and an exceptional client experience. The center provides a comprehensive range of services, including general medical practice, laboratory testing, pulse oximeter monitoring, spa rejuvenation, as well as weight loss programs and surgeries. The Operational Manager will lead staff performance, manage compensation, and maintain the financial stability of the center, all while upholding the highest standards of service excellence.

Key Responsibilities:

1. Operational Management:

• Manage the day-to-day operations of the Wellness Center, including general practice services, laboratory testing, pulse oximeter monitoring, staff compensation, spa rejuvenation, and weight loss programs.
• Ensure efficient use of resources, staff, and facilities, while maintaining high standards of service delivery.
• Oversee compliance with all health, safety, and regulatory standards related to healthcare, spa services, and wellness practices.

2. Staff Supervision and Development:

• Lead, manage, and mentor a diverse team including doctors, nurses, therapists, wellness consultants, administrative staff, and spa specialists.
• Create staff schedules, assign duties, monitor performance, and ensure continuous professional development.
• Conduct regular staff meetings to address operational concerns and encourage team collaboration.
• Provide coaching and development opportunities to staff to support career progression and improve service delivery.

3. Customer Experience and Satisfaction:

• Oversee client relations and ensure that customers receive personalized and high-quality service across all services, from medical consultations to spa treatments.
• Address and resolve client concerns or complaints promptly and efficiently.
• Monitor customer satisfaction using feedback tools, surveys, and implement changes to enhance the overall experience.

4. Compensation and Financial Oversight:

• Handle compensation duties, ensuring accurate and timely payments for all staff.
• Manage the Wellness Center’s budget, ensuring cost-effective operations, and tracking financial performance across services such as laboratory testing, spa services, and medical consultations.
• Track revenue, manage expenses, and generate financial reports to monitor profitability.
• Assist in developing financial strategies to enhance profitability and optimize resource allocation.

5. Program Management:

• Collaborate with the Director of the Wellness Center to plan and implement wellness programs, retreats, and special events across all service areas (medical, spa, weight loss).
• Evaluate the success of programs and recommend improvements to better meet client needs and enhance service delivery.
• Develop and implement marketing and promotional activities to increase visibility and attract new clients.

6. Client Relations and Outreach:

• Build and maintain strong relationships with clients, healthcare partners, and community organizations.
• Promote the Wellness Center’s diverse services through marketing initiatives, wellness fairs, and community engagement.
• Represent the Wellness Center at industry and community events to increase brand visibility and client referrals.

7. Strategic Planning and Growth:

• Assist the Director in developing long-term strategies to expand the Wellness Center’s services, particularly in general practice, laboratory testing, and wellness treatments.
• Analyze industry trends and customer needs to recommend new services or wellness programs that align with client demands.
• Continuously seek out opportunities for operational efficiency and innovation in service delivery.

8. Technology and Systems Management:

• Oversee all technology systems used, ensuring high utilisation rate and that they are functioning efficiently.
• Implement and manage any updates or changes to these systems in partnership with IT designate assigned in order to enhance operational efficiency.
• Ensure client data, including medical records and payment information, is securely managed in compliance with health and safety regulations.

Required Qualifications:

• Bachelor’s degree in Business Administration, Healthcare Management, Hospitality Management, or a related field.
• Minimum of 5 years of experience in operations management, preferably in a healthcare, spa, or wellness-related environment.
• Proven leadership experience in managing multi-disciplinary teams in a client-centric setting.
• Familiarity with general medical practice operations, laboratory management, and wellness services (spa, weight loss programs).
• Experience with compensation management, financial oversight, and budget management.
• Excellent customer service and interpersonal skills.
• Strong problem-solving abilities, with the ability to address operational challenges efficiently.

Key Competencies:

• Leadership and People Management: Ability to lead a diverse team across different service areas while fostering a collaborative and positive work culture.
• Financial Acumen: Strong understanding of budgeting, payroll, and financial management to ensure the financial health of the Wellness Center.
• Customer Focus: Dedicated to providing a high standard of service, ensuring the satisfaction and well-being of clients across healthcare and wellness services.
• Problem Solving: Effective in managing day-to-day operational challenges, offering innovative solutions to improve service delivery and efficiency.
• Communication: Excellent verbal and written communication skills to engage with staff, clients, and external partners effectively.
• Attention to Detail: Strong attention to detail, ensuring accuracy in financial reporting, compliance, and service quality.
• Time Management: Ability to prioritize and manage multiple tasks while maintaining high standards in operations and client services.

Salary and Benefits:

• Competitive salary, commensurate with experience.
• Benefits package, including health insurance, wellness service discounts, and professional development opportunities.
• Performance-based bonuses.
• Flexible working hours and a supportive work-life balance.