Operations Lead in Esher

We are seeking an experienced Operations Lead to join our Medical Assistance team and play a pivotal role in delivering exceptional service, developing high-performing teams, and driving operational excellence. This is a fantastic opportunity for a proven leader with a strong background in Medical Assistance who understands the demands of a fast-paced, customer-focused assistance environment.

You will lead and develop a team of Coordinators, ensuring outstanding case management, service delivery, and client outcomes while fostering a culture of engagement, accountability, and continuous improvement. Medical Assistance experience is essential for this role.

As an Operations Lead, you will be responsible for the day-to-day leadership, performance, and development of a team of Medical Assistance Coordinators. Working closely with Operational Managers, Learning, Development & Quality teams, and key stakeholders, you will ensure service standards are achieved, contractual obligations are met, and team capability continues to grow.

You will act as a role model and subject matter expert, using your operational knowledge and leadership skills to drive performance, improve service delivery, and support your team in delivering outstanding member experiences.

Key Responsibilities

• Lead, motivate, and develop a team of Medical Assistance Coordinators.
• Conduct regular one-to-one meetings, performance reviews, and development conversations.
• Manage individual and team performance, using data and management information to drive engagement and improvement.
• Create a positive, collaborative, and high-performing team culture.
• Identify development needs and ensure appropriate training, coaching, and support is provided.
• Monitor team performance, ensuring workloads are effectively managed and case handling remains efficient and customer-focused.
• Work in partnership with Operational Leads to promote a unified and collaborative operational culture.
• Utilise quality audits, call reviews, and performance feedback to drive continuous improvement.
• Support onboarding, training, and the ongoing development of new team members.
• Analyse operational data to identify trends and opportunities to improve performance and service delivery.
• Ensure contractual service levels, KPIs, and quality standards are consistently achieved.
• Optimise resource allocation to meet operational demands and member needs.
• Implement lessons learned and stakeholder feedback to improve service delivery and customer outcomes.
• Support escalated cases, client queries, and operational challenges as required.
• Act as a subject matter expert within the Medical Assistance operation.
• Share knowledge, best practice, and expertise across teams and departments.
• Participate in operational and management meetings.
• Organise and contribute to team meetings and departmental initiatives.
• Participate in the on-call rota as required.

Required Criteria

• Proven experience leading, coaching, and developing operational teams.
• Significant experience within a Medical Assistance environment.

Desired Criteria

• Knowledge of quality assurance, audit processes, and continuous improvement methodologies.

We offer UK employee healthcare benefits, and travel, medical and security assistance in every corner of the globe. Our purpose is to help people in difficult situations – whether that’s a cancer diagnosis, a need for medical assistance when they’re far from home, or being caught up in conflict or natural disaster.

Our clients have thousands of employees and customers, at home and abroad, so they need a business big enough to handle any situation. But they chose Healix because they also need an organisation that’s personal enough to care. Our people are driven to do things in the best way, not the way they have always been done.

As a part of Healix, you can expect a range of excellent benefits and an environment where people really do care.

Starting from £45,000.00 per year Full-time.