Description
The Performance & Operations Manager plays a pivotal role within KFM's Managed Services Directorate, providing business, operational, and performance management support to ensure the effective delivery of non-clinical support services.
Working closely with the Head of Operational & Strategic Delivery, the post holder will lead on contract performance reporting, stakeholder engagement, service improvement initiatives, governance activities, and operational projects.
The role requires the ability to analyse complex data, develop customer-focused reports, manage contractual information, identify opportunities for improvement, and support strategic decision-making.
The successful candidate will work collaboratively with internal teams and healthcare stakeholders to ensure services are responsive, innovative, cost-effective, and delivered to the highest possible standards.
Main duties of the job
- Lead and support service development and continuous improvement initiatives.
- Build and maintain strong relationships with customers and key stakeholders.
- Investigate customer queries and resolve issues promptly.
- Collate and present data for care group contractual requirements.
- Ensure robust operational processes and procedures are in place.
- Support the development of cost improvement projects (CIP).
What we're looking for:
- Degree-level education or equivalent relevant experience.
- Proven experience in customer service, operations, and data analysis.
- Excellent communication, organisational, and people skills.
- Strong Excel and Microsoft Office proficiency.
- Project management experience is desirable.
- A proactive, flexible approach, with a curious and reflective nature.