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Operations Support Manager

Hybrid role: 3 days home based; 2 days London office based (Euston)

Travel requirements: Monthly travel to Nottingham office and ad hoc site visits across England (Possible occasional overnight stays when travel too much in a day)

Weekend working: Very occasional, less than once a month

Who are we?

Newmedica is one of the leading providers of NHS ophthalmology services in England, providing outpatients appointments, diagnostic testing and eye surgery. We interact with over 160,000 patients annually, from outpatient appointments to surgery to correct cataracts. We’re passionate about providing superb care for our patients and have a vision to change lives through better sight and eye health.

Our services are delivered primarily through an innovative partnership model, with each eye centre focused on providing excellent care to their communities. We have significant growth plans as we look to establish a national footprint and open many new sites over the next few years. It’s an exciting time to join our team, being on the cusp of expansion as we are.

The Operations Support Manager role sits within the Central Operations Team who look after a range of Newmedica’s support functions – Services Support Group (SSG) comprising Customer Support, Patient Referrals and Project Implementations. Central Operations is also the home for I.T. and Logistics & Procurement. It’s a broad remit and a fast-paced team.

Overview of the role

The Operations Support Manager is responsible for the management of the Service Support Group (SSG). The SSG provides support to services with referrals administration, system applications support, and general operational support.

In addition to managing day to day tickets raised by colleagues working in service and processing over 6000 referrals per month, the SSG play a key role in supporting services through major systems and operational change.

The Operational Support Manager is therefore critical to ensuring Newmedica Ophthalmic Joint Ventures (OJVs) and Managed Services (“the services”) receive the necessary operational support to deliver exceptional service and care to our patients.

So what will I be doing?

• To lead, inspire and direct your team to deliver exceptional customer service to internal and external stakeholders
• Continually drive the team to proactively seek improvements in business processes and business applications
• Play an active role working cross functionally to support and deliver initiatives, change projects and programmes, and support any development or roll-out as needed
• Be the point of escalation for Partners and their Service Managers to resolve any issues, working cross functionally when required
• Ownership in leading and supporting the team to meet their quarterly objectives, ensure they are sufficiently resourced and have the required skill and knowledge to meet the growing demands of the business
• Proactively monitor performance against agreed KPI’s to ensure they are operating within target business service level agreements and quality standards
• Deliver quarterly objectives set by the Head of Operational Support/Director of Operations
• Take part in forums and committees as required to help you fulfil the objectives of the role
• Support new service openings

What experience do I need?

• Background leading and managing a team
• Passionate about service improvement
• Hungry for self-development and progression
• Ability to travel as business needs require
• Degree in business/ project/ operations management or related subjects or equivalent employment experience
• Excellent written and oral communications skills
• Highly organised with excellent interpersonal, negotiating and influencing skills
• Experience with collaborative cross functional working and managing stakeholders
• Knowledge of project management and service improvement methodology/tools, e.g., APM
• Advanced IT skills: MS Office suite and using various systems
• Experience managing a ticketing systems or similar process

What can we offer you?

• A competitive salary package
• Generous company bonus of up to 17%, paid quarterly based on company performance and personal objectives
• Car allowance of £5,500

• 25 days annual leave plus public holidays
• Company pension
• Access to a range of benefits including free eye tests, discounted or free glasses, a free 24/7 well-being/counselling/advice service, private medical insurance, private dental care, health care scheme, death in service cover, an opportunity to sign up to a tax-free cycle to work and a retail/technology discount scheme
• An environment where your learning and development is supported through a range of various learning tools and courses

For more information or for the full job description please contact: [email protected]