operations director in south west london

28 December 2018
natalie paul, randstad business support
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south west london, london
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natalie paul, randstad business support
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job description

A fantastic opportunity has arisen to join a company based in South West London as an Operations Director.

The salary for this position is extremely competitive.

The Operations Director role is principally accountable for the customer experience and ongoing improvements in this area. Specifically, the Operations Director will be responsible for all customer facing departments on the post-sales side of the customer lifecycle; spanning Client Services, Professional Services Sales, Customer Success, Contracts, Renewals & Partners and Projects.

The Operations Director will report to the UK Health General Manager and be accountable for approximately 70 heads. The incumbent will manage post sales related profit and loss as defined in the business plan. The successful candidate will have the flexibility to work from the office in South West London and from home.

Principal Job Elements & Responsibilities

The Operations Director role will comprise a number of responsibilities including:


* The overall customer experience and the ongoing improvement
* In conjunction with the General Manager, shape the strategy for the post sale customer lifecycle
* Lead, inspire and motivate the operational management team by shaping and reinforcing a strong vision and performance based culture

Revenue & EBITDA

* Ensuring operational business functions achieve on corporate EBITDA targets
* In collaboration with the GM and Finance Director participate in the forecasting process in line with the business reporting cycle
* Responsible for delivering against the overall operational profit and loss within the business unit


* Identify, define and establish the KPIs associated with the customer experience - ultimately ensuring the customer experience is measured, tracked and managed
* Establish the post-sales reporting cadence, ensuring drivers impacting the customer experience are understood and action plans are created to improve


* Develop the Operations Management Team to be a strong, cohesive and high performing unit
* Identify and grow future talent in line with the succession planning and talent review processes

Core Competencies

To be successful in this role it is essential to have strong leadership ability and be goal orientated and have experience of running the operations of a SAAS business.

* Team Leading - Able to lead, manage the performance of and motivate a team effectively.
* Leading Change - Positive about change, adapting rapidly to changing circumstances and encouraging flexibility in others. Identifies and implements improvements to service delivery, engaging people in the change process and encouraging them to contribute ideas.
* Problem Solving and Decision Making - Gathers, verifies and assesses all appropriate and available information to gain an accurate understanding of situations.
* Commercial and Business Awareness - Able to balance the financial, quality, people and customer expectation related risks
* Communication - Demonstrate effective communication, both orally and in writing, with colleagues and customers including producing reports, preparing, organising and delivering presentations using appropriate tools and techniques, and taking a leading role in meetings and discussions.

Skills, Experience & Knowledge

* A successful track record within operations in a small / medium sized enterprise. Experience should be characterised by a contracts management background and the successful creation of strong, outgoing client relationships
* Experience of operating at a strategic level
* Proven ability to build strong customer relationships and to frame a value proposition for customers
* Experience working within the healthcare, allied health, life sciences and/or biotech industries are highly desirable
* Strong experience managing leadership/management teams - driving business objectives through an organisation

Randstad Business Support is acting as an Employment Agency in relation to this vacancy.




a levels

educational requirements

high school