Operations

• Lead, mentor, and manage a distributed Account Operations team across multiple locations.
• Take ownership of operational performance and client satisfaction across all accounts.
• Set clear objectives and KPIs for the team and hold yourself and the team accountable for delivery.
• Foster a collaborative, high-performance culture focused on quality and accuracy, problem-solving, accountability, process improvement and client-first thinking.
• Identify operational challenges proactively and implement solutions to prevent issues before they impact clients.
• Oversee the day-to-day scheduling and workforce planning activities for all client accounts.
• Proactively ensure client schedules are planned 3 months in advance with clinicians to identify bottlenecks and inefficiencies in scheduling processes, implement solutions and improvements.
• Ensure Account Operation Leads are equipped and empowered to resolve scheduling conflicts and escalations independently.
• Collaborate with Clinical teams and Service Delivery Managers to balance clinician availability and client needs across regions.
• Flag scheduling challenges and risks that cannot be resolved early and clearly to SDMs and SLT to ensure risks are mitigated effectively, and client expectations are managed.
• Own the operational reporting process across all client accounts, ensuring timely, accurate, and actionable insights.
• Take accountability for designing, owning and continuously evolving the operating rhythm for client reporting to ensure all contributors engage at the right time to meet deadlines.
• Take accountability for ensuring all reporting data is accurate and produced on time.
• Lead the team to deliver automation and simplification along the process as the reporting sophistication evolves.
• Translate workforce data into meaningful recommendations to improve efficiency and client satisfaction.
• Drive continuous improvement initiatives based on data and trends, ensuring measurable results.
• Ensure the team provides accurate scheduling, reporting, and operational inputs to support client onboarding.
• Support the Service Delivery Manager with information on escalations and complex client inquiries.
• Ensure high-quality operational support and adherence to SLAs and contractual obligations.
• Proactively identify and resolve operational challenges within the team’s scope.
• Identify system and lead process improvement initiatives to optimize efficiency, consistency, and scalability.
• Act as a solutions-focused champion for process standardization and operational excellence, driving consistent quality across all clients and minimizing operational impact on the clinical team and clinician network.
• Empower the team to identify problems, propose solutions, and implement changes independently, ensuring changes are implemented consistently across all clients.
• Work closely with Clinical teams, Service Delivery Managers, Talent Acquisition and other stakeholders to ensure seamless service delivery.
• Promote a culture of shared responsibility, problem-solving, and accountability across teams globally.

Account Operations Team Lead

Operations Support Manager

Operations and Maintenance Package Manager

Lead Treasury Specialist – Cash Operations

Lead Treasury Specialist – Cash Operations

Director of Operations – EU