Head of Operational Excellence

Overview

In this senior role, you will lead operational excellence and digital transformation across Healthcare Services to improve efficiency, service resilience, and customer outcomes. You will partner with Supply Chain, Commercial, Finance and Operations to optimize forecasting, inventory, and service delivery, while building a culture of continuous improvement. This position combines strategic direction with hands-on leadership to deliver patient- and customer-focused improvements at scale in the UK. You will drive high-impact transformation and collaborate with cross-functional teams to sustain service excellence.

Pay / Benefits

• competitive salaries
• defined contribution pension scheme
• private healthcare
• life assurance
• flexible benefits scheme

Responsibilities

• Lead and deliver operational excellence initiatives across Healthcare Services
• Drive continuous improvement programmes to boost efficiency and reduce waste
• Collaborate with Supply Chain, Commercial, Finance, and Operations to improve forecasting, inventory management, and demand planning
• Lead Customer Service and Digital Health Solutions teams to ensure excellent experiences and performance
• Develop strategies for business continuity, service resilience, and customer satisfaction
• Champion digital transformation using automation, AI, and other technologies
• Monitor key operational metrics (service levels, customer satisfaction, inventory, cost) and drive improvements
• Build a culture of continuous improvement and develop teams as advocates for operational excellence
• Act as a key customer-facing leader ensuring services meet requirements and standards
• Own and manage Healthcare Services Business Continuity Plan and ISO22301 standards

Key requirements

• Significant experience leading operational excellence and business transformation programmes
• Proven success with Lean, Six Sigma, or similar methodologies
• Strong background in supply chain operations, customer services, inventory management, demand planning, or healthcare operations
• Exceptional stakeholder management and communication skills
• Experience managing and developing high-performing teams
• Strong analytical, project management, and problem-solving capabilities
• Experience working with SAP, CRM platforms, and digital transformation projects
• A-level standard education (or equivalent) including English and Mathematics

• Stakeholder management
• Coaching and team development
• Analytical thinking
• Lean / Six Sigma
• Supply chain and demand planning
• Digital transformation

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