Reporting to the Operations Manager, you will lead the day-to-day operations of key service delivery teams, ensuring productivity, service standards and business objectives are achieved.You will use operational data, workforce planning and reporting insights to identify opportunities, improve processes and drive measurable business outcomes.Key ResponsibilitiesLead, coach and develop Customer Service, Administration and Reception teamsMonitor and improve team performance, productivity and service delivery outcomesManage workforce planning, resource allocation and operational capacityLeverage Power BI and operational reporting to support data-driven decision makingDrive continuous improvement initiatives and operational efficienciesManage customer escalations, complaints and service recovery activitiesSupport the implementation of AI, automation and digital transformation initiativesEnhance operational processes, workflows and knowledge management systemsPartner with internal stakeholders to improve customer, client and doctor experiencesFoster a high-performance, customer-focused team culture
