Operations Manager

About Kinship

Kinship is a health and care membership for families across borders. People in the UK set up a Kinship Plan for someone they love in Nigeria: health benefits, Care visits and a doctor on call, funded from abroad and delivered at home. Our small team works across the UK, Nigeria and Ghana, and every role helps a family stay close.

The role

You are the senior operator on the ground in Lagos, the person who makes Kinship's promise real. You build and run the team that goes into members' homes, you keep the quality and safety of the care high, and you hold the whole operation together. In the UK, this would be the care agency manager, the person accountable for how care is delivered. Because our Care Workers are trained and our clinical lead is a registered nurse supported by a supervising doctor, you are not delivering the care yourself. You are building and running the operation that delivers it well, every time. We are a technology led business serving families across the UK, the US and beyond, with a team split between Nigeria and the UK. This is a founding team role, so you will help build the operation rather than inherit one. That means we care more about how you think, lead and get things done than about a perfect match on paper. You will not have done every part of this before, and that is fine. If this excites you and you have most of what we describe, we would love to hear from you.

Main responsibilities

• Build and lead the local care team: recruit, train, support and retain the Care Workers who go into members' homes, and hold the standard of care they deliver
• Run day to day operations in Lagos, from scheduling and quality to logistics, so visits happen reliably and well
• Handle escalations and incidents on the ground calmly and quickly, working closely with the Nurse Care Manager and Supervising Doctor
• Own registration and compliance (HEFAMAA) alongside the Supervising Doctor, and keep the operation safe and above board
• Set up and manage the practical side of the operation: the office, suppliers, and the ambulance, clinic and local partner arrangements
• Be our trusted eyes and ears in Lagos, keeping the founders close to what is really happening, and helping shape how we do things as we grow

Essential requirements

• Experience running a team or an operation, in healthcare, service delivery or a comparable hands on environment
• Calm, organised and decisive, especially when something goes wrong
• High integrity with people, money and sensitive information
• Based in or near Lagos, with strong local knowledge
• Comfortable in a fast moving, technology led business, working with a team and families based internationally
• A people first leader who genuinely cares how members are treated

Nice to have

• Around seven or more years of experience, or a master's level education, ideally with some study or work experience in the UK, the US or similar
• Experience of regulated or health operations, and of HEFAMAA
• A track record of setting something up from scratch: a branch, a team, or a new process
• Recruitment, training, or supplier and contract negotiation experience
• Comfort with app based and AI tools