Head of Operational Excellence

Circle Health Group Ltd; Glasgow; On-site; GBP 43,000 - 53,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Private Pension Scheme

Private Healthcare Scheme

Friends & Family Hospital Discounts

Family Friendly policies & enhancedPay

Life insurance

Staff engagement hub & discounts

Wellbeing resources & programs

Employee recognition programs

Training and development opportunities

Job summary

Circle Health Group Ltd in Glasgow is seeking a Head of Operational Excellence to lead the NEC and drive process improvements across complaints management and service delivery. The role oversees an Operational Excellence team, collaborates with analytics and operational delivery, and shapes strategic planning within a large healthcare group.

The role requires delivering metrics, influencing stakeholders at all levels, and managing relationships across the Circle Health Group to enable sustained

Qualifications

• Proven experience leading operational excellence programs in large organisations.
• Experience delivering service redesign and performance improvement.
• Strong knowledge of governance, risk and regulatory requirements in healthcare or regulated environments.
• Experience leading cross-functional projects and influencing stakeholders.
• Strong understanding of contact centre operations and telephony technologies.
• Proven leadership and people management in customer-focused environments.
• Record of delivering against operational/performance metrics.
• Strong business planning, objective setting and analytical skills.
• Excellent communication, influencing and organisational skills.
• Strong IT skills and ability to work across multiple systems.

Responsibilities

• Lead NEC and UK complaints processing framework ensuring consistency and compliance.
• Monitor themes and trends to identify root causes and improvement opportunities.
• Collaborate with Operational Delivery and Analytics to improve efficiency, quality and outcomes.
• Build and lead a high-performing Operational Excellence team.
• Cultivate relationships across NEC and Circle Health Group to support changes.
• Contribute to strategic and business planning aligning with organisational objectives.

Skills

Operational excellence

Process improvement

Change management

Cross-functional leadership

Stakeholder influence

Performance metrics

Analytical skills

Communication

IT skills

Tools

Microsoft Office

Job description

Head of Operational Excellence

Circle National Enquiry Centra - Glasgow

37.5 Hours & Permanent

Salary: Up to £48,000.00 per year (depending on level of experience, training and qualification)

Circle National Enquiry Centre in Glasgow is part of Circle Health Group, Britain's leading provider of independent healthcare with a nationwide network of hospitals & clinics, performing more complex surgery than any other private healthcare provider in the country.

We have an opportunity for a Head of Operational Excellence to join their team of staff.

This is a full time role for 37.5 hours a week. The role holder will be required to cover a flexible shift pattern.

Duties of this role include:

• You are responsible for the NEC and UK complaints processing framework, ensuring complaints are managed consistently, effectively and in accordance with organisational requirements.
• You monitor complaint themes and emerging trends, using insight to identify root causes and opportunities to improve processes, service quality and patient experience.
• You work with Operational Delivery and Resource & Analytics colleagues to understand service performance and identify opportunities to improve efficiency, quality and outcomes.
• You build and lead a high-performing Operational Excellence team, creating a culture of collaboration, creativity, accountability and continuous improvement.
• You build strong relationships across the NEC and wider Circle Health Group, influencing stakeholders at all levels to support operational improvement and change.
• You contribute to the strategic, operational and business planning of the NEC, ensuring Operational Excellence priorities support wider organisational objectives.

Applicants should meet the following criteria:

• Proven experience leading operational excellence, process improvement, change or transformation programmes within a large and complex organisation.
• Experience delivering service redesign, process automation and performance improvement.
• Strong knowledge of operational governance, risk and regulatory requirements, ideally within healthcare or another regulated environment.
• Experience leading cross-functional projects and influencing stakeholders at all levels.
• Strong understanding of contact centre operations, telephony systems and associated technologies.
• Demonstrable leadership and people management experience within a customer-focused environment.
• Proven track record of delivering against operational and performance metrics.
• Strong business planning, objective setting and analytical skills.
• Excellent communication, influencing and organisational skills.
• Strong IT skills, including Microsoft Office and confidence working across multiple systems and applications.

Salary & Benefits

• 25 days holiday per year + bank holidays, increasing to 30 days with service
• Private Pension Scheme
• Private Healthcare Scheme for treatment at our hospitals, covering pre-existing medical conditions
• Friends & Family Hospital Discounts
• Family Friendly policies, including enhanced Maternity, Paternity & Adoption pay
• Non-contributory life insurance
• Staff engagement hub with access to discounts and extensive rewards and voluntary benefits
• Access to resources, tools and services to support your wellbeing
• Employee recognition programmes
• Industry leading training and development opportunities

...and much more!

Circle Health Group is committed to creating a diverse workforce offering inclusive opportunities for all our colleagues. Our definition of diversity goes beyond the established characteristics protected by the Equality Act, as we strive to attract candidates with diverse experiences, backgrounds, identities or expressions, skills, work styles...and more.

We're passionate about creating an environment where our people can thrive, grow and develop professionally and personally. Our principles and values guide our colleagues to be selfless, compassionate, committed, collaborative, brave, agile, tenacious and creative and are at the core of our purpose and culture.

To find out more about the Circle Health Group Philosophy: https://careers.circlehealthgroup.co.uk/why-circle/our-philosophy