We are a UK market leader in Occupational Health and well-being services with the ambition to improve the health and wellbeing of the UK workforce. We are committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer.
Role Summary :
The Operations Manager is responsible for the line management of a dedicated Administration team including but not limited to Medical Leave Advisors, Occupational Health Administrators, and an Ergonomist, ensuring effective, efficient and customer focused delivery of a multi-service operational team including inbound calls, mailbox management and online message management during the lifecycle of a referral or case. You will also be responsible for delivering first class customer support and ensuring complaints are managed appropriately.
Main Duties and Responsibilities:
•Act as a single point of contact and line manager for the Administration team and take responsibility for ensuring proactive support to the firm.
•Have working understanding of the functional aspects of each of the teams/areas that will report to you and take the lead on meetings with the Client as needed.
•Drive the OH agenda and ensure Goldman Sachs are advocates of the service - consistently drive high customer service standards and respond to issues and risks in a timely manner, escalating to the Occupational Health Manager as appropriate.
•Lead on project developments with the Client and other stakeholder as required
•Develop guidelines and procedures to improve customer service experience and deliver staff training to ensure consistency in approach
•Develop local quality measures to ensure consistency of process and customer service policies are adhered to
•Ensure compliance with all legal and quality standards (including GDPR)
•Productivity tracking and management of all Administration staff
•Continuously drive a culture of performance on site and ensure new initiatives / products are adopted and utilised – lead on the implementation of new products and services, acting as lead on business improvements and changes.
•Carry out line management tasks as required, including recruitment, retention, and motivation of the Administration staff. Conduct appraisals, set objectives, performance management, absence management and deal with conduct, capability and grievance issues as required for all staff within reporting line.
•Carry out other ad hoc tasks commensurate with level of responsibility as requested
Skills and knowledge required for the role :
•Ability to lead and manage people effectively, combining empathy and support for individuals with strong task and performance focus
•Previous demonstrable experience in People Management role, preferably in an office environment, i.e. Can demonstrate a consistent track record of delivering customer service to a high standard
•Experience of working in a healthcare environment or have prior experience with the
•Effective decision maker and able to work autonomously
•Ability to think logically and construct sound, persuasive arguments
•Be an advocate for change and process improvement
•Excellent training and development opportunities
•Plenty of career progression opportunities
•Extensive induction with ongoing mentoring and support from some of the top Occupational Health professionals in the industry
•25 days annual leave + Bank Holidays
•Fantastic pension scheme
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