We re recruiting on behalf of our client for an experienced Operations Director to lead their Complex division.
Purpose of the Role
The Operations Director provides overall executive leadership for the Specialist Services division, driving operational performance, quality consistency, and commercial growth across all operational units.
Working closely with Regional Operations Managers and local leadership teams, this position ensures operational units receive strong support, remain commercially focused, and deliver reliable, high-quality service. As a senior executive post, this role carries full accountability for defining and elevating the division s core value proposition, optimizing operational execution, and positioning the business for scalable, long-term growth.
Key Responsibilities
Strategic Leadership & Organizational Direction
Direct divisional operations with momentum, strategic clarity, and high accountability.
Establish operating standards for operational communication, execution, and service delivery across all units.
Coach, mentor, and challenge Regional Operations Managers to optimize regional performance.
Cultivate leadership strength and operational consistency across regional and local management teams.
Foster an organizational culture that encourages early risk identification, clear ownership, and sound operational and commercial decision-making.
Operational Performance & Delivery
Provide executive oversight for daily operations across all regional business units.
Maintain strict alignment with key performance indicators, regulatory compliance, and financial targets.
Proactively address operational underperformance through structured recovery and intervention plans.
Standardize operational processes, performance reporting, escalation protocols, and governance.
Ensure optimal resourcing and organizational structures to support effective unit-level execution.
Proposition Development & Commercial Growth
Refine and strengthen the division s core service offerings and market positioning.
Drive disciplined business development, targeting profitable expansion with appropriate margin profiles.
Collaborate with sales, marketing, and operational teams to streamline service promotion and delivery.
Identify service enhancements to elevate client satisfaction and protect market reputation.
Ensure business growth remains aligned with operational capacity, compliance, and quality standards.
Quality, Governance & Compliance
Guarantee consistent, high-standard service delivery across all client interactions and locations.
Partner with centralized support functions to maintain rigorous compliance and operational standards.
Systematically convert insights from audits, client feedback, and operational incidents into continuous improvement actions.
Embed a quality-first mindset into everyday operational workflows.
Financial Management & Commercial Performance
Hold complete accountability for divisional P&L, budget adherence, and margin growth.
Build commercial acumen within unit-level management to align operational choices with financial outcomes.
Guard financial health by challenging activities that dilute margin, service quality, or delivery capability.
Ensure pricing structures, resource allocation, and service commitments are commercially sound.
Collaborate with finance partners to refine forecasting, financial reporting, and executive decision-making.
Talent Management & Organizational Support
Establish strong, collaborative relationships with regional leaders, site managers, and central support teams.
Balance clear performance expectations with strong organizational support and enablement.
Lead succession planning, talent development, and leadership bench strength across the division.
Drive a collaborative, values-driven workplace culture focused on shared learning and pragmatic problem-solving.
Key Performance Indicators (KPIs)
Operational Execution: Achievement of core operational SLAs and performance targets across all operational sites.
Financial Outcomes: Delivery of divisional revenue, gross margin, and target EBITDA/profitability.
Service Excellence: Maintenance of top-tier quality audit scores, client satisfaction metrics, and compliance ratings.
Talent & Culture: Strong employee engagement, reduced turnover, and effective leadership succession planning.
Resource Optimization: Successful hit rates on recruitment, capacity utilization, and resourcing targets.
Risk Mitigation: Verifiable reduction in operational compliance issues, safety risks, and operational escalations.
Strategic Growth: Execution of core efficiency and service-expansion projects on time and within budget
Candidate Profile: Skills & Qualifications
Senior Operational Expertise: Proven background in multi-site, senior operational leadership within complex service environments.
Executive Leadership: Demonstrated track record of leading senior operational teams, managing matrix structures, and inspiring high-performing teams.
Commercial & P&L Acumen: Full financial fluency with extensive experience managing multi-million budgets, P&L strategy, and margin control.
Change Management: Successful history of driving operational transformation, continuous improvement, and cultural shifts.
Strategic & Tactical Balance: Demonstrated ability to set long-term strategy while retaining precise oversight over daily execution.
Communication & Influence: Superior executive presence, stakeholder engagement, and negotiation skills.
Problem Solving: Strong analytical capabilities and a decisive approach to complex operational challenges.
Healthcare: Applicants must have proven operational leadership experience within the healthcare industry.
