Job description

Job Title: Operations Manager
Location: London, EC4A 4AU
Salary: Up to £45,000 DOE
Contract Type: Permanent
Hours: Full time

About Us
Optima Health is a UK market leader in Occupational Health and well-being services with the ambition to improve the health and wellbeing of the UK workforce.

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.
Working closely with and reporting into the OH Manager you will contribute to the development of guidelines and procedures to improve customer service experience and ensure consistency of approach and adherence to processes across your team.
You will take responsibility for ownership of operational issues and work with internal stakeholders to quickly resolve client issues. You will ensure that the team's delivery has a strong client focus and that your team is organised to deliver informed, tailored support to individual clients with a distinct “Optima Health” service feel aligned to our values and the values of Goldman Sachs.
The Operations Manager will ensure that all work is of exceptional quality, is results-driven, and delivers on both the Clients' and Optima Health's business objectives.
You will be leading on service development projects and will need to engage with the client and internal stakeholders.

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.
• Support with the recruitment and on boarding of all other new starters i.e. clinical staff as required.
• First point of escalation for the wider OH team's operational issues including but not limited to IT, equipment, invoicing, and general office management.
• Health & Safety Committee OH representative for both the client & Optima.
• Provide leadership, direction and motivation to direct reports ensuring efficient and effective delivery of service operations to all designated clients. Continue to develop the team and coach them to success
• Lead by example and be an inspirational role model for the Optima Health values – One Team, Take Responsibility, deliver on our Promises, Professionalism and Excellence, Continually Learn and Develop
• Promoting and delivering Optima Health's Workplace Wellbeing Plan across all employees within the Operations structure
• Some travel may be required
• Carry out other ad hoc tasks commensurate with level of responsibility as requested

Experience, 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 management of an ergonomics service, preferably within the corporate sector.
• Excellent listening skills, able to maintain a calm and professional and empathetic manner in difficult circumstances
• Ability to work within a target orientated environment
• Ability to self-start and contribute suggestions/ recommendations to enhance the team.
• Exceptional communication skills, both written and verbal and fluent in English language
• 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
• Be an advocate for service excellence
• Resilience and ability to deal with setbacks constructively and work to resolution of issues
• Able to demonstrate a clear attention to detail, ensuring that all relevant documentation including management reports are accurate, meaningful, easily understood and fit for the purpose for which they are intended
• Ability to maintain and develop strong, trust based working relationships
• IT literacy: Able to confidently use MS Word, Excel and Outlook
• Graduate level education or equivalent
• Demonstrable skill to the required level in all Optima Health management competencies - Inspires and influences, strives for excellence, Customer focus, Leads inclusively, Makes commercially astute decisions, Realises Future Optima.

What Can We Offer You?

• Competitive salary
• 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
• Eye care test vouchers
• Flu jabs
• Reward Scheme
• Buy and sell holiday scheme
• Life assurance
• Share save scheme

Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability, race or ethnicity, religion or belief or sexual orientation.

Location: London, London

Job Types: Full-time, Permanent

Salary: £45,000.00 per year

Schedule:

• Monday to Friday

Ability to commute/relocate:

• London: reliably commute or plan to relocate before starting work (required)

Experience:

• Operations management: 3 years (required)
• Occupational health: 1 year (preferred)

gatheringourvoice.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, gatheringourvoice.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, gatheringourvoice.org is the ideal place to find your next job.