Operations Manager – Healthcare

We are seeking to recruit an Operations Manager to work within our Healthcare Sector based in Mayo. Reporting to the Account Director, the role holder will have demonstrable track record (at least 2 years) of successful people and client management in the support services industry.

They will lead, support and guide their team in the on-going operation and development of services to ensure exceptional service levels are provided to our client and the community.


Main Purpose of Role:  Reporting to the Account Director, the role holder will lead, support and guide their team in the on-going operation and development of support services to ensure exceptional service levels are provided to our Healthcare client and the community, enabling the attainment of set profit targets.  
Key Result Areas 


Operational Excellence 
  • Ensure that the team provides a first-class service to the Healthcare client and the community;  
  • Regularly review performance standards, which deliver client and customer expectations; 
  • Provide support across the client site by advising on SLAs, KPIs, objectives and projects; 
  • Ensure compliance with HIQA/JCI standards 
  • Ensure all legal requirements for health and safety are met in accordance with the required standards of the Company and client; 
  • Complete monthly audits and ensure implementation of corrective action as required;  
  • Participate in Environmental Management Audits with client;  
  • Interrogate management information systems which provide information to enable sound commercial judgement for decision making; 
  • Provide support to the Account Director by advising on compliance in relation to operational activities/risks impacting on same;  
  • Provide regular and once-off reports to the Account Director/client as required;  
  • Identify issues or risks that will impact the contract;  
  • Action any changes or restructures required for the client contract in line with Company procedures.  
Client Satisfaction 
  • Working in partnership with the Account Director, ensure that regular formal and informal meetings are conducted with the client to identify issues or areas of concern and work closely with the wider Healthcare team to suggest actions and resolve concerns and issues;   
  • Interface with client representatives to ensure current and future business requirements are satisfied by evaluating the service delivery programs, processes and methods and recommending alternative means to deliver the services to realise higher quality standards, customer satisfaction levels and/or operational cost saving;  
  • Review client satisfaction levels on a monthly basis and take action as appropriate;  
  • Develop innovative solutions to meet and exceed client requirements;  
  • Work in partnership with the Senior Management and Business Development Team to implement marketing strategies and assist on contract bids. 


Financial Performance 
  • Achieve EBITDA, turnover and budget targets for the client contract and analyse and report on reasons for anomalies; 
  • Provide accurate monthly KPI reports and analysis to the Account Director; manage and report on financial results and debtor days;  
  • Assist the Account Director with developing and implementing the Healthcare business plan; 
  • Regularly review service delivery and identify potential issues which may jeopardise the retention of the service; work with management teams and client to rectify any issues or concerns;  
  • Review and monitor spend on both long and short-term absenteeism and length of employee suspension periods, and devise, in partnership with team, suggestions or solutions to reduce spend whilst maintaining service excellence. 
Leadership and People   
  • Implement and manage the Healthcare recruitment process to ensure that the sector attracts and retains high calibre individuals; 
  • Ensure that all employees are recruited and vetted in accordance with agreed policies, procedures and legislation; 
  • Ensure the delivery of a first-class induction process that will provide new employees with an excellent experience at the start of their employment;  
  • Ensure team are trained in accordance with BIC’S standard;  
  • Lead culture of Company values and reward and recognition through the managing and development of processes to ensure employee retention and encourage appropriate attitudes and behaviours;  
  • Demonstrate leadership in best practice people management by ensuring that all Company policies and procedures are embedded within the contract;  
  • Establish team development opportunities and play a key role in developing employee engagement; 
  • Provide guidance, coaching or counselling where appropriate, seeking advice as required;  
  • Identify learning and development priorities across the sites and arrange appropriate interventions; 
  • Manage underperformance and employee relations issues and implement improvement plans and schemes that provide opportunities for improvement.  
Environment, Health, Safety and Quality  
  • Ensure compliance with Company ISO quality systems and procedures;  
  • Conduct required Risk Assessments in accordance with Company procedure;  
  • Facilitate inspections by safety representatives;  
  • Maintain safety data sheets;  
  • Ensure all equipment is appropriately labelled and review requests for repairs;  
  • Ensure hospital waste is handled in accordance with hospital infection control policy. 
Market Leadership 
  • Lead innovation and development within contract maintaining market understanding and proposals for implementation of new ways or working;  
  • Develop external networks to enhance business opportunities and raise Company profile of activities;  
  • Support business development activity, working with the Business Development Team at tender preparation and contract mobilisation. 


Person Specification 


  • 5 Junior Cert (or equivalent qualification) grade C or above and must include English and Maths; 
  • Formal management qualification.  
Knowledge and Experience 
  • Demonstrable track record (at least 2 years) of successful people and client management in the support services industry.  
  • Previous budgetary and financial management experience; 
  • Strong client focus in delivering and improving services. 
Skills and Abilities 
  • Communication and interpersonal;  
  • Persuasive, enthusiastic and tenacious;  
  • Attention to detail; 
  • Work under pressure and meet deadlines; 
  • Strategic planning;  
  • Problem solving and decision making; 
  • Working as part of a team;  
  • Developing and sustaining effective working relationships;  
  • Providing specialist advice and knowledge; 
  • Analysing information;  
  • Evaluating information to support action; 
  • Proficient in all Microsoft Office Applications.  
  • Leadership; 
  • Influencing; 
  • Communication; 
  • Commercial acumen; 
  • Client and employee focus; 
  • Understanding the business; 
  • Decision making; 
  • Continuous improvement.  



 For more information or to apply, contact Una Franey: Una.franey@noonan.co.uk