Head of Operations

**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 for a Head of Operations.

As a Head of Operations, you will be a crucial part of fulfilling our mission to raise the standard of healthcare care and make it accessible to all. More precisely, you and your department are responsible for delivering the best possible patient experience every day, as well as developing new initiatives for further growth.

**What you will do**:

- Lead the Patient Pathways department, consisting of a Team Lead, Supervisors, Patient Care Advisers and Operations Managers
- As a member of the management team, you own our day-to-day operations and are involved in defining our strategy and goals for your department
- Develop, motivate and empower your team through clear goals, structured development plans and regular feedback to ensure target achievement in line with Medbelle’s strategic objectives
- Support your team hands-on when required and guide them through complex cases
- Monitor, analyse and diagnose team and company performance as well as patient experience based on quantitative and qualitative data
- Ensure pathway operations comply with internal policies and industry standards
- Plan new operational initiatives to improve performance from start to finish involving stakeholders from different departments as well as externals
- Own and coordinate the recruitment plan and team budgets

**Who you are**:

- English speaker
- 5+ years prior experience as Head of Operations/ Team Lead Operations or another operational managerial role - you are confident to be the leading figure for a 10+ person team
- Prior full ownership of a department, project or product
- Working knowledge of operations management & sales team management and ability to be hands on whenever is needed
- Excellent knowledge of performance evaluation techniques and key metrics.
- Experience with growing (recruiting and training) teams
- Excellent communication: structured, professional, open, friendly and approachable
- Energetic, enthusiastic, and positive: possesses an ability to maintain team morale and motivation
- 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.
- Service
- and result-driven work ethic and the dedication to understand current workflows in detail to support the team in a hands-on manner
- Highly proactive, action-driven with a strong business acumen & pragmatism
- An analytical mindset with great problem-solving abilities, able to make use of data visualisation tools (e.g. Tableau/Looker/Metabase/PowerBI/ ) and effectively collaborate with a business intelligence team
- Understanding of unit economics, profit & loss statements and hypothesis testing
- Strong working knowledge of CRM processes (Salesforce, HubSpot Sales, Zoho )

**Bonus points**:

- Healthcare experience
- Tech startup experience
- Professional education in business administration or a related field

**What we offer**:

- Nilo mental health support subscription that allows each team member to have free consultations with therapists and psychologists for mental health signposting, recommendations and diagnosis
- Urban Sports Club membership
- Learning-and-development budget
- Corporate discounts and subscriptions
- Team events and team brunches, lunches and many more things
- A hybrid-remote working set-up that allows for flexibility within the working week
- We also provide an allowance to work fully remotely for three months per year so you can work from anywhere in the world (with a stable internet connection)

**About us**:
Medbelle is building the world's first digital hospital, enabling better specialist care pathways at lower costs throughout the UK. Their custom-built technology supports their nationwide network of most private UK surgeons and hospitals, which redefines healthcare accessibility and empowers patients and clinicians alike.
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Background_: Founded in 2016 and supported by £20M+ of funding from reputable international investors, Medbelle has established itself as a European leader in elective specialist care digitalisation. Having established partnerships with organisations like Bupa, HCML and HealthcareRM and working with some of the UK’s leading surgeons, Medbelle has supported 200k+ patients, enabled multiple thousand surgical procedures and is quickly growing revenues.
- _ Mission_: Make the best medical care accessible to all. In the future, all patients will be treated with the support of digital hospitals: The model enables a better car