Service Operations Manager

Reed; Milton Keynes; On-site; GBP 42,000 - 50,000; Full time

Job summary

A healthcare service provider in Milton Keynes is seeking a Service Operations Manager to enhance operational delivery, customer experience, and team performance. This role involves leading various operations while managing a diverse team and utilizing data for performance improvement. The ideal candidate will have a strong background in operations management within healthcare and excellent problem-solving skills. Competitive salary and opportunities for professional development are offered.

Benefits

Competitive salary and benefits package

Opportunities for professional development

Dynamic and supportive work environment

Qualifications

• Proven experience in operations management within healthcare or related fields.
• Strong leadership capabilities with experience in managing diverse teams.
• Proficient in data analysis with experience in using ELMS and Excel.

Responsibilities

• Lead daily operations across Customer Service and operational support.
• Oversee the management of the team, fostering accountability and proactive behaviour.
• Enhance conversion rates and support achievement of P&L goals.

Skills

Operations management experience

Leadership capabilities

Data analysis

Knowledge of regulatory standards

Problem-solving skills

Communication skills

Tools

ELMS

Excel

CRM systems

Job description

An exciting opportunity for a Service Operations Manager in Milton Keynes, offering up to £50K and a great work-life balance with Monday –Friday hours. - 40 hours per week.

Service Operations Manager

Job Type: Permanent - Office based

As the Service Operations Manager, you will spearhead operational delivery, enhancing service efficiency, customer experience, and team performance. This role is crucial in transforming a growing operation into a scalable, profitable, and clinically credible business unit.

Day-to-Day Responsibilities:

• Operations Leadership:
  • Lead daily operations across Customer Service, Field Advisors, and operational support.
  • Streamline processes from referral to assessment, prescription, order fulfilment, and handover.
  • Optimize scheduling, route planning, and depot resource utilization to minimize inefficiencies.
  • Manage depot relationships to enhance communication, booking discipline, and stock flow.
  • Utilize data from ELMS and Excel for tracking until CRM integration is complete.
• People Management:
  • Oversee the management of the team, fostering a culture of accountability and proactive behaviour.
  • Encourage Field Advisors to integrate clinical insights with sales strategies, optimizing diary utilization and customer engagement.
  • Collaborate with the Clinical Manager to uphold clinical quality.
• Commercial Performance:
  • Enhance conversion rates and support the achievement of P&L goals by boosting efficiency and reducing costs.
  • Develop new revenue streams, including partnerships and consumer finance options.
• Systems, Data & Reporting:
  • Manage data extraction and manipulation for performance reporting.
  • Assist in CRM integration and system enhancements to align sales and operational data.
• Continuous Improvement & Governance:
  • Standardize and implement SOPs across various service areas.
  • Lead projects to reduce inefficiencies and ensure compliance with relevant standards.

Required Skills & Qualifications:

• Proven experience in operations management within healthcare or related fields.
• Strong leadership capabilities with experience in managing diverse teams.
• Proficient in data analysis with experience in using ELMS, Excel, and preparing for CRM systems.
• Knowledge of regulatory standards such as MHRA and ISO9001.
• Excellent problem-solving skills and the ability to prioritize effectively.
• Strong communication skills and the ability to engage with various stakeholders.

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional development and training.
• Dynamic and supportive work environment.

Application Process:

To apply for the Service Operations Manager position, please submit your CV and a cover letter detailing your relevant experience and why you are interested in this role or contact Wendy at the Reed branch, Milton Keynes. Ensure your application aligns with the essential criteria outlined in the person specification.

This role requires a satisfactory enhanced DBS check with child and adult barring lists checks maintained throughout employment.