Head of Operations - Medication

at  ProblemShared

OVERVIEW

ProblemShared is seeking a highly skilled and experienced Head of Medication Operations to join our scaling business and take a pivotal role, working closely with the Clinical and Operational leads to deliver our core services. The purpose of the Operations team is to support with the delivery of our Clinical Services to our Clients and Partners by our Practitioners. The role will report to the COO and will be responsible for managing the Operations team, ensuring the team performs efficiently and effectively and will include continuous improvement of systems and processes, managing change, risk, and driving insights.

REQUIREMENTS

• Knowledge of mental health or healthcare operations
• Experience of leading and managing multiple Operations teams at scale, hiring and developing the team in line with business strategy
• Strong analytical and problem-solving skills, with experience using data to drive decision-making
• Strong people person with experience of leading and motivating their team to execute on processes and deliver on agreed objectives
• Experience of designing and implementing operational frameworks, process and controls
• Self-starter with strong communication skills to drive buy in to change
• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams

• Be an active member of the Operations leadership team ensuring Operations as a whole delivers on its objectives
• Planning and monitoring the day-to-day running of the team delivering our Services in line with agreed SLAs whilst supporting and reporting to our Partners
• Lead and motivate the team to deliver excellent support to both our Clients and Practitioners
• Manage and develop the team to deliver Services with a good Client experience, in line with the business plan, policies, SLAs, regulation and put in place processes to monitor against these
• Oversee the hiring, development, and performance management of the team
• Continuously look to improve and develop systems, processes, and policies using insight to delivering efficient and effective services
• Establish and agree a framework of performance SLAs for the team and manage the team to operate within these
• Collaborate with cross-functional teams to support the implementation of operational processes, change and new initiatives
• Work closely to implement new services and be the key operational contact internally and externally once services go live
• Drive a Client and Practitioner centred approach to Service delivery underpinned by continuous feedback
• Proactively identify, own and manage the performance and risks within Operations, escalating where appropriate. This includes establishing Operations as a gatekeeper of risk and revenue in our service delivery.
• Drive a data driven mindset to evaluate overall performance by developing, analysing, and reporting key performance metrics using this to identify problem areas and anticipate risk