Operational Lead - Assistance Administration

We’re looking for an experienced and people-focused Operations Lead – Assistance Administration to lead and develop one of our back-office administration teams within the Medical Assistance department.

In this role, you’ll play a critical part in optimising contract delivery and enhancing team performance by providing strong people leadership, fostering engagement, and using insight and data to drive continuous improvement. You’ll work closely with operational leaders, the People Team and Learning, Development & Quality (LDQ) to ensure our teams are supported, motivated and consistently delivering excellent service.

This is a hands-on leadership role, ideal for someone who thrives in fast-paced operational environments and enjoys developing people while balancing performance, service standards and commercial priorities.

People Leadership & Line Management

• Lead, manage and develop a team of back-office administrators in line with agreed team structures.

• Conduct regular one-to-one meetings, performance reviews and development conversations.

• Apply performance management frameworks to enhance engagement, capability and results.

• Work in partnership with the People Team and Head of Operations Delivery to address performance issues and support development.

Driving Team Performance

• Monitor individual and team workloads to ensure effective case management and operational efficiency.

• Use management information, call and case audit feedback to inform coaching and improvement plans.

• Promote collaboration within and across teams to improve performance and service consistency.

• Support onboarding and development of new starters, working closely with LDQ throughout their first year.

• Identify skills gaps and ensure the team receives appropriate training, coaching and ongoing support.

• Provide regular updates to senior management on team performance and development progress.

Contract Delivery & Operational Excellence

• Understand service delivery standards, KPIs and how performance is measured.

• Optimise resourcing to support member needs and meet contractual commitments.

• Embed stakeholder feedback and lessons learned to continuously improve service delivery.

• Identify opportunities where the team can add value to current and future contracts.

General & Operational Support

• Support service delivery as required, including escalations, live case management and client queries.

• Foster a positive, engaging and high-performing team culture.

• Participate in the on-call rota as required.

• Contribute to operational, management and team meetings.

• Ensure compliance with departmental and company policies.

• Act professionally, courteously and respectfully in all interactions.

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