Head of Operational Excellence — Healthcare Process Improvement

Circle Health Group; 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

Family Friendly policies

Life insurance

Staff engagement hub

Wellbeing resources

Employee recognition programmes

Job summary

Circle Health Group’s Circle National Enquiry Centre in Glasgow seeks a Head of Operational Excellence to lead the performance improvement agenda. 37.5 hours per week, permanent, with a flexible shift pattern.

You will oversee complaint processing, monitor trends, drive efficiency, and build a high-performing team across the NEC and wider Circle Health Group, influencing stakeholders to align with strategic objectives and improve patient experience.

Qualifications

• 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.
• Experience leading cross-functional projects and influencing stakeholders at all levels.

Responsibilities

• You are responsible for the NEC and UK complaints processing framework, ensuring complaints are managed consistently and effectively.
• You monitor complaint themes and emerging trends, using insight to identify root causes and opportunities to improve processes.
• 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, 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.
• You contribute to the strategic, operational and business planning of the NEC, ensuring priorities support organisational objectives.

Skills

Operational Excellence

Process Improvement

Change Management

Stakeholder Influence

Leadership

Tools

Microsoft Office

Job description

Circle Health Group’s Circle National Enquiry Centre in Glasgow seeks a Head of Operational Excellence to lead the performance improvement agenda. 37.5 hours per week, permanent, with a flexible shift pattern.

You will oversee complaint processing, monitor trends, drive efficiency, and build a high-performing team across the NEC and wider Circle Health Group, influencing stakeholders to align with strategic objectives and improve patient experience.