Healthcare Services Operations Manager

Healthcare Services Operations Manager

The Healthcare services Operations Manager is responsible for overseeing the day-to-day operational delivery, service performance, compliance, and commercial effectiveness of Cpl Healthcare's Occupational Health division. The role ensures the efficient coordination of occupational health services, clinical resources, client deliverables, and customer experience while driving operational excellence and business growth.

This position plays a critical leadership role in managing operational teams, supporting occupational health clinicians, maintaining regulatory compliance, and ensuring the delivery of high-quality services to clients across Ireland. The Manager will be responsible for optimising processes, monitoring key performance indicators, managing stakeholder relationships, and supporting the continued growth objectives of the Occupational Health business.

Main Duties / Responsibilities Operational Management

• Oversee and manage the daily operations of the Occupational Health division.
• Ensure all occupational health services are delivered efficiently, effectively, and in line with contractual obligations, service level agreements, and company standards.
• Monitor operational workflows to ensure the timely delivery of appointments, assessments, reports, vaccinations, health surveillance programmes, and case management services.
• Develop and implement operational improvements to enhance efficiency, client experience, and profitability.
• Ensure optimal utilisation of clinical resources and operational capacity.
• Manage service demand and workforce planning to meet client requirements and future growth plans.
• Monitor service performance against agreed operational and financial targets.
• Lead operational projects and support the implementation of new services, technologies, and client solutions.

Team Leadership

• Lead, manage, and support the Occupational Health administration and operations team.
• Work closely with Occupational Health Physicians, Nurses and external clinical partners to ensure seamless service delivery.
• Provide coaching, guidance, and ongoing development opportunities to team members.
• Manage staff scheduling, workload allocation, and performance management processes.
• Foster a collaborative, customer-focused, and high-performing culture.
• Support recruitment, onboarding, and succession planning activities within the division.

Client & Stakeholder Management

• Build and maintain strong relationships with occupational health clients and key stakeholders.
• Act as an escalation point for operational, service delivery, and client-related issues.
• Ensure excellent client communication and customer experience throughout the service journey.
• Work closely with business development and sales teams to support client retention and growth opportunities.
• Collaborate with internal departments including Finance, HR, Compliance, Marketing, and Technology to support operational objectives.

Performance & Reporting

• Monitor and report on operational KPIs including service delivery performance, clinician utilisation, turnaround times, customer satisfaction, and revenue targets.
• Prepare regular operational reports and business insights for senior leadership.
• Analyse operational data to identify trends, risks, opportunities, and areas for improvement.
• Support budgeting, forecasting, and resource planning activities.
• Ensure operational controls are in place to maximise efficiency and profitability.

Compliance & Quality

• Ensure operations comply with company policies, clinical governance requirements, GDPR, health and safety legislation, and industry standards.
• Support internal and external audits, inspections, and quality reviews.
• Maintain oversight of operational risks and implement appropriate mitigation measures.
• Drive continuous improvement initiatives across service delivery, compliance, and patient experience.
• Support the development and maintenance of policies, procedures, and quality management systems.

Essential Criteria Experience

• Minimum 3-5 years' experience in operational management of healthcare operations, healthcare administration, or service delivery management role.
• Demonstrated ability to lead teams and manage performance in a fast-paced environment
• Strong understanding of operational processes, workforce planning, and service delivery management.
• Experience implementing process improvements and operational controls.
• Excellent communication, stakeholder management, and relationship-building skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to work under pressure and manage competing priorities.
• Strong attention to detail and commitment to quality, compliance, and customer service.

Education

• Desirable: Degree in Business, Healthcare Management, Operations Management, Human Resources, Nursing, Health Sciences, or a related discipline.

Other Desired Knowledge / Skills / Attributes

• Experience within Occupational Health, Healthcare, Medical Services, Primary Care, Clinical Services, or related sectors is beneficial.
• Knowledge of GDPR, clinical governance, healthcare compliance, and quality management systems.
• Experience supporting internal and external audits.
• Understanding of healthcare workforce planning and resource management.
• Experience using CRM, scheduling, workforce management, and reporting systems.
• Knowledge of continuous improvement or Operational Excellence frameworks.
• Strong commercial awareness with the ability to balance service quality and profitability.
• Customer-focused mindset with a passion for delivering high-quality healthcare services.
• Ability to identify growth opportunities and contribute to the strategic development of the Occupational Health division.

Why Join Us?

• Lead a growing Occupational Health service with significant market opportunity.
• Shape operational excellence and service innovation across Ireland.
• Work with a highly experienced multidisciplinary healthcare team.
• Opportunity to influence strategic growth and client success.

The above Job Specification is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him / her from time to time and to contribute to the development of the post while in office.