Operations Transformation Manager

Job Overview

Reporting to the Head of Digital & Process Transformation (Health Operations), the Transformation Manager will be responsible for driving digital operational improvements across our global customer‑facing and internal service workflows. The role will lead a team that shapes the evolution of our digital operating environment, ensuring that process transformation, customer experience improvements, and digital tooling advances progress cohesively rather than as isolated initiatives.

The successful candidate will work across functions and regions, translating operational realities into robust transformation actions, coordinating delivery, and ensuring sustainable adoption into business teams. This is an execution‑oriented role that blends process thinking, digital understanding, stakeholder coordination, and practical delivery discipline.

• Create and maintain a business partnership model within Operations that delivers and manages the development of our digital products effectively
• Effectively lead a team of product experts, ensuring delivery of solutions within agreed time frames and ongoing capability building
• Identify operational bottlenecks and inefficiencies across customer journeys and internal approval processes
• Lead targeted transformation initiatives that improve SLA performance, reduce manual effort, and deliver measurable cost containment improvements
• Drive simplification and standardisation of operational workflows where possible
• Track performance of implemented changes and ensure successful adoption in the business

• Encourage interoperability of our digital tools and communication channels
• Help ensure that transformation activities are aligned with broader digital evolution and enterprise‑wide direction
• Support the identification of where automation, workflow orchestration, or digital submission capabilities can accelerate impact
• Act as a connector between operational needs and digital asset enablement

• Work closely with all operations areas to ensure changes are well defined, understood, and embedded
• Support functional leaders by helping surface transformation insights and cross‑functional learnings
• Contribute to a unified approach to process transformation across regions and channels
• Maintain strong communication with stakeholders, helping avoid surprises through early awareness and transparent risk surfacing

• Monitor actual usage, performance and results of changes introduced
• Produce operational reporting and insights to drive further improvement
• Provide structured feedback loops from frontline teams into digital evolution planning
• Help ensure change is not only delivered but sustained

• Support training and capability uplift for operational teams as changes are introduced
• Help document improved workflows, best practices and implementation learnings
• Promote awareness of digital capabilities and customer expectations across teams

Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data, analytics and cloud‑based tools, using insights responsibly with our standards of data governance, security and ethical use.

• Previous experience of digital product management in a corporate setting
• Minimum of 3 years people leadership experience in a digital product management environment
• Experience in regulated process industries; ideally an understanding of healthcare industry standards, regulations and operational practices, although other relevant experience will be considered

• Results‑driven and pragmatic, focused on achieving measurable outcomes
• Able to balance strategic thinking with hands‑on delivery
• Confident communicator and facilitator, able to build trust across diverse stakeholder groups
• Collaborative and resilient, thriving in a dynamic and global environment

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

Role Level: Mid‑Level
Work Type:
Full‑Time
Country:
United Arab Emirates
City:
Dubai
Company Website: