National Operations Specialist
Tailwind Group
Regional Operations Director
IVC Evidensia UK
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
Visit company websiteJob Level
Lead
About the role
- Develop and deliver a long-term regional strategy for organic growth and operational excellence.
- Ensure that the team are set up with a high-performance culture, delivering effective communication between ADs and the UK Operations senior leadership team.
- Chair regional meetings to drive performance, share best practices, and cascade group-level initiatives.
- Set region-level KPIs and benchmarks; hold ADs accountable for area financial performance.
- Create investment business cases for capital projects and present to the UK Investment Committee.
- Work with the Regional Finance Business Partner to report on performance and support budget processes.
- Provide active line management, development support, and regular feedback to ADs.
- Mentor and coach ADs, ensuring they have the leadership skills to optimise practice performance.
- Work closely with the Regional HR Business Partner to create a robust people plan, focusing on recruitment, retention, and maximising engagement.
- Support ADs and practices with people management, ensuring group HR policies are respected.
- Oversee clinical performance against objectives set by the UK Medical Director and/or Group Medical Board.
- Ensure ADs hold Clinic leaders accountable for operational, financial, and clinical performance alongside client experience.
- Promote compliance with regulatory standards and group policies across all practices.
- Foster a culture of proactive client engagement and retention through PHC and Future appointment bookings, optimising diary management all whilst embedding the importance of preventative care.
- Lead initiatives to raise the bar on client service, strive for continuous improvement, promote innovation and best practice sharing across the network.
- Monitor and improve client experience KPIs such as Net Promoter Score (NPS), complaint resolution timelines, and service consistency. Use dashboards and scorecards to identify trends and lead targeted interventions.
- Support business development and organic growth by collaborating with our marketing department and encouraging proactive management by ADs.
- Evaluate and sign off on out-of-budget recruitment requests from ADs.
- Work collaboratively with central support functions, holding them to account for the support service levels provided to our Clinics.
- Lead and support transformation initiatives, including digital self-service, AI adoption, and continuous improvement programmes.
- Drive implementation of new service offerings and clinical strategies, supporting innovation and operational efficiency.
- Embed robust performance management routines: Lead regular reviews using balanced scorecard metrics, P&L and dashboards, ensuring Area Directors are accountable for financial, operational, and client experience KPIs, and drive targeted interventions for continuous improvement.
- Champion leadership behaviours and culture: Model and promote the Group’s vision, values, and leadership behaviours, fostering resilience, adaptability, and proactive engagement across all teams, and ensure feedback and development conversations are part of everyday practice.
- Drive leadership development and succession: Mentor and coach Area Directors, support structured leadership development and succession planning, and ensure every clinic is working within the Leadership framework.
Requirements
- Strategic thinker with strong communication and coaching abilities
- High emotional intelligence and persuasive influence
- Analytical problem-solver and creative decision-maker
- Proven leader and team builder with a positive, proactive approach
- Expert level knowledge of Finance, HR, Marketing, Health & Safety
- Preferably experienced in the veterinary or healthcare sector
Benefits
- Work-life balance
- 26 days annual leave
- Cycle to Work scheme
- Initiatives focused on employee wellbeing
- Pension
- Discretionary Bonus
- Discounted staff pet care
- Free Parking available at Head Office
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
strategic planningperformance managementfinancial analysisbudgetingKPI developmentbusiness case developmentclient experience managementdata analysisdigital transformationcontinuous improvement
Soft skills
communicationcoachingemotional intelligencepersuasionleadershipteam buildingproblem-solvingcreativityproactivityresilience
