Hub Manager in London

Company Overview

We are part of a leading international group of fertility specialists, including CREATE Fertility and IVI London, providing world-class reproductive healthcare across the UK. Our clinics are at the forefront of innovation, offering Natural and Mild IVF meaning, gentler, safer approaches that use little to no fertility medication alongside a full range of advanced treatments, including IVF, IUI, ICSI and fertility preservation. Together, we are committed to evidence-based treatments, cutting-edge technology and personalised, patient-focused care helping to give every patient the best possible chance of success.

The Role

The Hub Manager is a key member of the Quadrumvirate Hub Leadership Team, serving as the non-clinical professional lead for the Hub team. The Hub Manager is accountable for all non-clinical activities and KPI across their cluster, including the delivery of a high-quality patient experience and commercially successful business. This includes people management of all non-clinical staff members across the cluster and supporting colleagues across the Quadrumvirate Hub Leadership Team.

Duties and Objectives

• Reporting to the UK Deputy Director of Operations, serving as the cluster Non-Clinical Accountable Officer and key partner to the cluster Clinical Accountable Officer, leading all non-clinical elements of the hub and its associated satellites to drive world class patient care and a financially successful business.
• Leadership of the cluster non-clinical team, including Deputy Hub Manager, Administration Manager, Patient Coordinators and Receptionists, and other future roles that may be introduced as the team grows and evolves.
• Cooperative line management with the Hub Clinical Director of the Hub Nurse Manager and Hub Lab Manager, with specific accountability for all non-clinical duties.
• Operational leadership of the cluster, ensuring the patient centric, operationally effective, and financially efficient running of the business on a day to day basis, in partnership with the Quadrumvirate Hub Leadership Team.
• Commercial management of the cluster including all pay, non-pay, and capital expenditure, ensuring cost effective and financially sustainable use of resources.
• Driving of cluster growth, productivity, and efficiency, aligned to UK driver metrics, hub success criteria, and strategic objectives, including the support of the setting of such objectives.
• Management of local clinical capacity to ensure maximal patient contact and progression through the patient pathway, with a particular focus on initial consultation, conversion, and sales.
• Leading the delivery of local improvement projects and standalone projects following best practice methodology and change management processes.
• The creation, improvement, and participation in local, organizational, and clinical governance to ensure a high performing and productive cluster, including intervention and performance management where achievement is not sufficient.
• Oversight and management of the cluster workforce to ensure capacity and demand is mapped and optimized for efficient service delivery and a high quality patient experience.
• Ensure that non-clinical colleagues across the cluster receive an excellent standard of onboarding, professional development, and holistic support.
• Supporting the development of a positive culture of patient centric care, commercial excellence, and professional accountability.
• Ensure fit for purpose, aesthetically appropriate, and appropriately maintained estates and facilities, in keeping with a high-quality patient experience.
• Ensure and support the purchase, maintenance, and use of clinical and non-clinical equipment across the cluster, including the management of capital expenditure aligned to business commercial objectives.
• Delivery of all legislative and regulatory requirements as governed by the HFEA.
• To be responsible for, and cooperate with, all efforts to manage appropriate complaints, legal proceedings, and incidents across the cluster in accordance with company policy.
• Work with the Central Quality Team to ensure that at all times all sites within the local Hub have robust Business Continuity Plans including all associated audits, training, and maintenance.
• Serve as the Hub Health & Safety Officer, complying with all statutory requirements and escalating where issues and risks cannot be appropriately managed or resolved locally.
• Other reasonable requests made by the IVIRMA Northern Europe Senior Leadership Team.

Experience & Qualifications

• Degree level education or equivalent.
• Operational leadership experience, preferably within the healthcare sector (fertility background desirable).
• Verifiable track record of performance, financial, and quality improvements.
• Competence in managing local multidisciplinary teams and financial budgets.