Key Account Operations Manager

Key Account Operations Manager - (MNGHS)

As part of the MedNet Group, a leading Third Party Administrator across the MEA region, we are hiring a Key Account Operations Team Leader. The role is the primary liaison between MedNet and its strategic client, responsible for aligning operational performance. Reporting to the MNGHS Head of Operations and Chief Commercial Officer, the position manages client relationships and service delivery to ensure strategic alignment and operational excellence.

Key Accountabilities

• Strategic ownership and single point of contact for the strategic client.
• Foster a collaborative team culture focused on accountability, service excellence, and continuous improvement.
• Monitor and improve SLA adherence and operational efficiency.
• Resolve escalated operational or IT issues across internal and client teams.
• Contribute to internal process optimization and cross functional collaboration.
• Ensure consistency of SOPs and SLAs.
• Prepare and present business reviews and performance reports.
• Conduct competitive benchmarking to identify service improvement opportunities.
• Set clear goals and KPIs for the team aligned with strategic partner and MedNet objectives.
• Identify training needs and support professional development of direct reports.
• Provide coaching, guidance, and performance feedback to the team.

Your Role

Communication & Working Relationships

Internal

• Collaborates closely with Commercial, Operations, IT and Finance teams.
• Works directly with senior management to align on account strategy, service development, and issue resolution.

External

• Acts as the primary liaison to the strategic insurance client's leadership and operational teams.
• Ensures transparency and clarity in all communications between internal and external stakeholders.
• Drives alignment between partner expectations and internal capabilities through effective stakeholder management.
• Supports executive communication and reporting for internal and client side leadership forums.

Authority & Decision Making

• Reporting to the MNGHS Head of Operations and CCO.

Your profile

Minimum Qualifications

• Bachelor's degree in business administration, Healthcare Management, Operations, or a related field (master's degree preferred).
• Experience in the Health Insurance sector (Primary Insurance, TPA).
• Minimum 5 years of relevant experience in key account management, operations, PMO Office or client servicing, preferably within the healthcare, insurance, or managed care industry.
• Minimum 5 years of experience in team leadership and motivation.
• Strong understanding of service level management and client/vendor operations.
• Proven track record in managing cross functional teams and client relationships.
• Excellent communication, negotiation, and stakeholder management skills.
• Fluent in English; additional regional languages are an advantage.
• Medical Management: Knowledge of cost containment strategies and measures.
• Communication skills: Excellent verbal and written communication skills in English (additional Arabic will be an added advantage) to effectively communicate with clients.

Munich Re not only stands for fairness with regard to its clients; it is also an equal opportunities employer.

Seniority level

• Executive

Employment type

• Full time

Job function

• Project Management, Strategy/Planning, and Management
• Hospitals and Health Care and Insurance Agencies and Brokerages