Head of Operational Excellence & Process Improvement

Circle Health Group; Glasgow; Hybrid; GBP 43,000 - 53,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Private Healthcare Scheme

Friends & Family Hospital Discounts

Maternity / Paternity & Adoption pay

Non-contributory life insurance

Staff engagement hub

Job summary

Circle Health Group in Glasgow is seeking a Head of Operational Excellence to lead the NEC and UK complaints framework, driving consistent, high-quality service delivery. You will monitor trends, identify root causes, and collaborate with analytics to boost efficiency and patient experience.

The role requires proven leadership in transforming large organisations, strong governance knowledge, cross-functional influence, and expertise in contact centre technologies.

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 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.

Responsibilities

• 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.

Skills

Operational Excellence

Process Improvement

Change Management

Stakeholder Management

Contact Centre Ops

People Leadership

Microsoft Office

Tools

Microsoft Office

Job description

Circle Health Group in Glasgow is seeking a Head of Operational Excellence to lead the NEC and UK complaints framework, driving consistent, high-quality service delivery. You will monitor trends, identify root causes, and collaborate with analytics to boost efficiency and patient experience.

The role requires proven leadership in transforming large organisations, strong governance knowledge, cross-functional influence, and expertise in contact centre technologies.