Team Lead Operations
vor 1 Monat
**About this role**:
As the first digital hospital, we are rebuilding the healthcare experience from scratch. This is what allows us to provide patients with an outstanding level of care that we would love to experience ourselves.
Backed by renowned international investors, we are helping an ever-growing number of patients receive the highest quality of medical procedures the UK has to offer. To help us maintain this level of care, we are looking to expand our Patient Pathways team with highly motivated and passionate people who thrive in a fast-paced and dynamic work environment.
As a Pathways Team Lead, you will be a crucial part of fulfilling our mission to raise the standard of healthcare and make it accessible to all. More precisely, you and your team are responsible for delivering the best possible patient experience every day, as well as developing new initiatives to help even more patients in the future.
**What you will do**:
- Lead and develop a team of specialists (Patient Care Advisers and Operations Managers)
- Monitor, analyse and diagnose performance and patient experience based on quantitative and qualitative data
- Develop, motivate and empower your team through clear goals, structured development plans and regular feedback to ensure target achievement
- Continuous development of team performance through funnel deep dives, working mode analysis, live call listening sessions and feedback, quality assurance call reviews, and regular feedback sessions with action plans
- Support your team hands-on when required and work through complex cases
- Owning an independent business unit, you will continuously improve processes, training, test new approaches and manage end to end projects to develop performance.
- Work closely with the Growth & Medical teams to plan and develop scope, deliverables, required resources, processes, and timing for new initiatives
- Work with other Pathway Team Leads to identify risks and opportunities across cross-speciality projects within the department
**Who you are**:
- English speaker (native level)
- 3-5+ years in an operational management role and prior management of 5+ direct reports
- You thrive in a fast-paced environment and have impeccable time management, organisational skills and a strong ability to think on your feet and pivot when needed
- Working knowledge of operations management & sales team management
- Understanding of change management principles
- Service
- and result-driven work ethic and the dedication to understand current workflows in detail to support the team in a hands-on manner
- Ability to analyse data, conduct investigations and present findings in meetings
- High level of proactiveness and prior independent ownership of projects
- Strong business acumen & pragmatism
- Excellent communication: professional, open, friendly and approachable
- Energetic, enthusiastic, and positive: possesses an ability to maintain team morale and motivation
**Bonus points**:
- Previous stakeholder management experience
- Strong working knowledge of CRM processes (Salesforce, HubSpot Sales, Zoho )
- Experience in operations
- Experience in sales or customer service
- Healthcare experience
- Tech startup experience
- Understanding of unit economics, profit & loss statements, hypothesis testing
- Professional education in business administration or a related field
**What we offer**:
- Competitive salary + bonus + benefits
- Flexible working-from-home schedule, including up to 4-weeks per year of fully remote work from anywhere in the world
- Competitive yearly holiday allowance
- Urban Sports Club (All-sports/gyms-in-one) membership / Gym membership
- Mental health support with a subscription to Mindsurance coaching and therapists
- An in-office Yoga/meditation space as well as a subscription to the Headspace meditation app
- Independent Cultural Societies provided with a generous budget to organise events, meet-ups and cultural exchange evenings for themselves and the wider team
- Employee Training & Development budget
- Corporate benefit discounts
- German classes to help the team integrate and settle in Berlin
- Weekly company brunches & lunches & Friday drinks fresh fruit, snacks, fairtrade coffee and Yorkshire Tea is available in our kitchen every day. We also collaborate with local start-up GoTiger App to provide us with weekly rotations of exciting Asian food for your enjoyment throughout the week
- Regular team events, including Summer and Christmas parties
- We believe in giving everyone an equal chance. We want to find out if you have the necessary skills, independent of your background, gender, ethnicity, age etc. and take active steps to reduce any potential bias in our recruitment process._
- Recruiter call: If you pass the initial screening, we will be in touch to schedule an initial video call. The goal of this initial video interview is to learn more about you and what you are looking for. This call is also an opportunity for you to learn
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