Chief Operating Officer
*Please note, this role is maternity cover for 12.5 months*
At Healthcare Business Solutions, we offer and provide numerous healthcare-based solutions to a variety of clientele. Whether it be patients, clinicians, or corporate businesses, we are always innovative. We consistently provide tomorrow’s solutions, today.
As Chief Operating Officer you are responsible for all aspects of Operations within the business, including insourcing operations, digital services and digital product deployments as well as the supporting supply chain partners involved. You are accountable for ensuring Operations teams convert sales leads into commercial business. You will ensure all projects are mobilised OTIF (on-time in full) and RFT (right first time), delivering value for money to clients, high levels of patient satisfaction and best-in-class profit margins for the business. As a key member of the Senior Leadership Team (SLT) you will uphold the company values and set examples to other by role-modelling.
You will thrive in an environment of accountability, freedom of thought and rapid growth. Every day will be different and together we will strive for excellence – always supporting each other to go the extra mile, never forgetting our values.
This role will report to the Chief Executive Officer.
To be considered for the the role you will require the following:
EDUCATION QUALIFICATIONS & TRAINING
- Educated to degree level or equivalent in a relevant subject
- Management qualification
EXPERIENCE
- Significant NHS operational experience
- Leading and growing high performance teams
- Working with consultants, groups and highly qualified academics
- Experience of efficient and effective service delivery
- Proven change management capability
- Supply chain management (building partnering networks)
- Demonstrable experience of working collaboratively with others to deliver strategic initiatives, finding solutions to shared problems and driving continuous improvement across organisational boundaries.
KNOWLEDGE AND SKILLS
- Detailed knowledge of healthcare, clinical pathways and operational processes
- Ability to influence staff and stakeholders at all levels
- High level of IT proficiency
- Thorough knowledge of NHS strategy, governance, processes and direction – constantly refreshing knowledge
- Excellent negotiation skills
- Knowledge and understanding of regulatory frameworks and their application in a healthcare setting.
OTHER JOB RELATED REQUIREMENTS
- Excellent verbal and written communication skills, able to tailor messages to reach a diverse range of audiences
- Able to deliver difficult or contentious messages and provide ‘in the moment’ performance feedback and recognition of individual success.
Desirable;
EDUCATION QUALIFICATIONS & TRAINING
- Postgraduate degree or equivalent
- Analytical reasoning and ability to interrogate and analyse data
EXPERIENCE
- NHS Executive experience
- Speaking in public (at conferences, events, talk panels)
- Experience of successfully leading teams through regulatory inspections, internal audits and governance review.
KNOWLEDGE AND SKILLS
- Tender writing and proven success
- Commercial experience with contracts (writing/negotiating)
- Working knowledge of IR35
Within this position, you will mainly be;
- Product Deployment: You will work closely with the Director of Business Growth and the Business Development team to grow the business in line with, or beyond the targets set in the Company Business Plan. Operations currently covers insourcing, digital services and digital products, however this could expand in line with new opportunities taken on by the business, domestically and internationally.
- Mobilisation: You will ensure all clients / projects / product mobilisations are to budget, on-time and of the highest standards of quality.
- Gross Margin growth: You are responsible and accountable for the product and service gross margin delivery of the sold business and will put in place, best-in-class processes, systems and methods to drive industry-leading margins. This includes remuneration models, case mix and product deployments. You will ensure the operational teams have the commercial models and tool available to manage this effectively.
- Client Management: Operations teams will be close to clients and patients and deliver high levels of satisfaction and look to retain and grow business based on reputation. You will ensure all contractual SLA’s and KPI’s are met. Host regular meetings with internal and external stakeholders, seeking support for delivered services.
- Data Analytics and Management Information: You are accountable for ensuring appropriate reporting and analysing data for all aspects of the operational business, covering products and services is maintained. Using data to drive continuous improvement and move towards predictive analytics, adopting machine learning and AI as appropriate
- Leadership: You are accountable for setting standards and expectations and motivating and inspiring the operations teams.
- Partner Network: Operations are the engine room of the business and will identify, own and nurture partner networks as relevant. Operations will own the ‘buy or partner’, part of the business growth strategy around ‘buy, build or partner’. For the avoidance of doubt, this does not cover product development partners. It will include the integration of any ‘buy’ decisions depending upon the relevance.
- Budgeting: You are accountable for the effective management of the operations budget, working with Finance to define annual budget requirements and operational scaling models and adjusting as part of quarterly re-forecasts and sales.
- Client Management: Developing professional relationships with clients to ensure that all project deliverables are met, and that all stakeholders are kept informed of project progress. Taking any inputs from clients on continuous improvement.
- Product Development: Identifying and providing key inputs to the Change Management and Product Development teams to ensure digital services are fit for purpose and able to maximise on commercialisation / efficiency and deliver high levels of client satisfaction
- Governance: Ensuring processes in place to manage all governance aspects of operations. Including effective handling of complaints, incidents and escalations, and working closely with other members of SLT to ensure that decisions taken weigh risk and benefits, and maintain the Company’s reputation and brand.