Head of Health Operations

The Head of Health Operations is a senior leader responsible for the end‑to‑end management of the Health Operations services. The role ensures consistent, high‑quality service delivery, driving capacity planning, budgeting, change and productivity initiatives. The role emphasizes people leadership and change management to achieve excellent service standards and customer‑centric outcomes while driving productivity growth. It encompasses a strong governance, risk and compliance management and leading cross‑functional collaboration with Sales, Product, Opex, Finance, and HR. The Head of Health Operations plays an active role in the COO Management team by contributing to the elaboration, implementation, communication and monitoring of the roadmap and reports directly to the Chief Operating Officer. The Head of Health Operations includes external‑representation responsibilities and actively reinforces strategic partnerships with our key partners. What you’ll be doing:

Management of operations and change: Lead and own day‑to‑day Health Operations, ensuring consistent service delivery, quality, and timely resolution of escalations across regions. Own the achievement of Operations targets in relation to turnover; translate business growth into capacity plans, staffing, and budget adherence. Forecast FTE needs with precision based on business growth, volume trends, seasonality, and new initiatives; develop robust capacity planning and staffing scenarios; influence recruitment and deployment accordingly. Realize and track the main KPI’s such as f.i. 5% Lost Call Ratio, handling times Identify, design, and implement productivity initiatives; leverage process improvements, automation, and workflow optimization to boost efficiency without compromising quality. Continuously challenge current operating performance; lead root‑cause analyses, develop evidence‑based proposals, and implement optimizations to maximize future potential. Collaborate cross‑functionally with Sales, Product, Opex, Finance, HR, and other stakeholders to align on capacity, demand signals, and strategic initiatives. Ensure risk management, governance, and compliance with policies, data privacy, and quality standards; elevate critical issues promptly and effectively to the Chief Operating Officer Management of People Partner with direct reports to maintain a motivated, engaged, and high‑performing workforce; ensure clear accountability, timely feedback, and effective people management. Objective setting and performance monitoring: ensure departmental and individual objectives are understood, aligned with strategic goals, and tracked with regular progress reviews; use performance dashboards to inform decisions. Performance management: conduct regular performance conversations in line with standard protocols; provide constructive feedback on successes and development areas; address underperformance promptly, fairly, and decisively; implement improvement plans as needed. Learning and development: identify skills gaps and provide targeted training, coaching, and developmental support to enable maximum potential; coordinate access to internal and external learning resources. Career development and succession: create and communicate career pathways; pursue internal promotions, secondments, and special projects; cultivate a robust talent pipeline and succession plans. Communication and engagement: maintain open channels for ideas and feedback at all levels; foster an inclusive culture and psychological safety. Resource planning and staffing: collaborate with HR and operations to forecast staffing needs based on workload, attrition, and growth; support recruitment, redeployment, and workforce optimization. Compliance and wellbeing: ensure adherence to company policies, safety, labor laws, and code of conduct; promote employee wellbeing and a safe working environment. Reporting: provide regular people metrics (turnover, engagement, training completion, time‑to‑fill, etc.) to the COO and relevant stakeholders; highlight risks and proposed mitigations Management and monitoring of service standards Foster a customer‑centric approach, ensuring customer needs are understood, prioritized, and reflected in service design and daily operations. Manage and monitor service standards to ensure all service delivery complies with contractual obligations and company quality standards. Proactively identify skills gaps and performance deficiencies within the team at an early stage; implement timely corrective measures to prevent quality degradation. Develop and maintain up‑to‑date Management Information (MI) on key deliverables, quality of services, quality performance, costs, and people metrics across Operations; ensure alignment with business strategy and priorities. Provide and present the MI in the different governance organs and ensure timely submission in line with governance and reporting requirements; ensure transparent, data‑driven communications to foster inf