Senior Operations Manager | On-site, Mid-shift

As the Service Manager, you will lead the Patient Engagement Centre (PEC) team and oversee the day-to-day operations of the NHS teams. You will have direct line management responsibility for Team Leaders and Advisors and will work closely with cross-site and global stakeholders to ensure a high-quality, patient-focused service.

You will drive operational efficiency, continuous improvement, KPI performance, employee engagement, and customer and patient satisfaction. The role also requires a strong understanding of call centre operations, workforce planning, people management, and service delivery.

Job Responsibilities:

• Oversee the day-to-day activities of the PEC NHS teams.
• Provide direct line management and overall leadership for PEC staff.
• Ensure the team delivers a high-quality, patient- and customer-focused service.
• Work closely with the Operational Planning Team to ensure clinically validated appointments are booked appropriately and according to clinical priority.
• Partner with Business Leaders to optimise operational and booking processes in line with customer requirements and KPIs.
• Maintain a strong understanding of the Team Leader and Patient Care Advisor roles and deputise for the Head of Patient Services when required.
• Support recruitment, monitor attrition, and contribute to workforce planning and future hiring needs.
• Deliver structured induction and training programmes for new team members.
• Monitor KPIs and take corrective action to address performance gaps.
• Manage the annual appraisal process and ensure each team member has a Personal Development Plan (PDP).
• Maintain up-to-date training, appraisal, and PDP records.
• Drive employee engagement, gather team feedback, and support retention initiatives.
• Provide coaching and mentorship to develop team members.
• Compile operational and performance reports as required.
• Ensure imaging data and reports are distributed to patients or referrers according to clinical priority and contractual performance indicators.
• Ensure patient customs, values, beliefs, and views are respected and considered.
• Maintain compliance with ISO information security standards, patient confidentiality, and data protection requirements.
• Support escalated disciplinary and grievance matters.
• Ensure incidents and complaints are reported in line with company policy.
• Provide cross-site operational management support when required.

Experience

• Minimum of 8 years of proven client services experience, with a focus on healthcare accounts.
• Minimum of 5 years of management experience in a mid- to senior-level leadership role within a customer-centric environment.
• Experience managing cross-cultural and multi-time-zone stakeholders, including global teams and client stakeholders.
• Experience developing departmental goals, strategic plans, performance metrics, and KPIs.
• Strong experience managing both inbound customer service and outbound operations.
• Proven leadership, team-building, coaching, and people management experience.
• Experience working in early-stage or evolving environments.
• Solid understanding of call centre metrics and operational management best practices.
• Strong problem-solving skills with a hands-on and proactive approach.

Skills and Competencies

• Strong people leadership skills with the ability to motivate, engage, and develop teams.
• Excellent written and verbal communication skills.
• Strong organisational and time management skills, with the ability to prioritise and delegate effectively.
• Ability to manage conflict and challenging situations calmly and efficiently.
• Experience handling customer and/or patient queries with sensitivity and professionalism.
• Strong understanding of patient confidentiality and data protection.
• Strong attention to detail and commitment to quality assurance and compliance.
• Comfortable working across time zones and adapting to changing priorities.
• Proficient in reporting and analytics, including generating and interpreting key metrics.
• Advanced Excel skills, including Pivot Tables, Lookups, and data modelling.
• Strong analytical and problem-solving skills with a focus on improving processes, forecasting, reporting, and operational efficiency.
• Ability to communicate targets and objectives clearly to team members.
• Comfortable working under pressure in a fast-paced environment.
• Flexible with working patterns and able to adjust to unexpected operational changes.

Work Location: Arthaland, BGC

Work Shift: 4:00 PM - 1:00 AM PH Time, occasional weekend shifts depending on business needs

Arrangement: Fully on-site