Client Operations Manager
EMS Healthcare, United Kingdom
Job Description
Do you want a job where you can make a real difference to people’s lives?
EMS Healthcare are the UK’s largest mobile clinical research partner, and we have supported over 50 NHS Trusts, Health Boards and private providers in delivering mobile capacity across the healthcare landscape.
Working at EMS Healthcare is varied and rewarding, and every project we are part of has one thing in common, it’s about improving health outcomes for everyone.
From a partner in the delivery of the GRAIL NHS-Galleri trial - the world’s largest trial of a blood test that can detect more than 50 types of cancer - to providing clinical teams with additional capacity whenever and wherever they need it. We work alongside a wide spectrum of healthcare partners and our dedicated teams are committed to making a difference to people’s lives.
Do you want to join us as our new Client Operations Manager?
You will oversee, manage, and lead the Client Operations team, ensuring all Multiple Units Mobile Healthcare Projects are delivered to the highest standard, with a strong focus on exceptional delivery, ROI and financial performance. The Client Operations team will ensure they provide a proactive, efficient, and profitable service to the rest of the business. To be the interface between Client Operations and the Client Services team to ensure the effective delivery of our roadshow programs outside of the UK and oversee the scheduling of all tours.
Requirements
Principal Duties
Project Implementation amp; Operational Delivery
- Manage the Client Operation Team
- Final sign-off on route plans and driver schedule
- Report on Pre and Post tour implementation and delivery to develop best practices and ensure a constant improvement process
- Coordinate physical site surveys to determine any potential risk of taking a unit, liaising with the Unit Manager to ensure they are confident on the location for the Client Services team to liaise with the site directly
- Work with the Client Services team to ensure the site database is continually updated promptly and developed in line with the company requirements
- Establish a site booking strategy in line with EMS Group Solutions need to ensure the process can be done quickly and efficiently
- Manage accommodation contracts and third party booking portal
- Proactively manage logistical expenses
- Compile the pre-tour roadshow manual for the Unit Managers to refer to while on tour
International Operation
- Research amp; report on international intelligence on Import amp; export of the fleet
- Visa requirement for Roadshow Managers and HO Team
- Network of service providers to maintain the fleet on tour
- Research and document national amp; and international regulation for fleet, drivers, and employment law
- Recruit and train the international operational team
- Organise team visas and liaise with consignees if necessary whilst managing the relationship with UK agents
- Build customs knowledge and understanding with the intention of liaising with agents for clearance requirements
- Pulling together accurate customs documentation for both the freight forwarder and the agent in foreign countries
- Put together structured intelligence data in the view to form training manuals on each foreign country EMS would need to visit
Compliance
- Develop and implement and ensure compliance with Hamp;S policies
- Manage the appointed Hamp;S representative company
- Ensure Operational delivery is compliant with ISO 14001, 9001, 18001.
- International service providers and supplier management and liaison
- Import amp; Export legislations
Experience
- Experience in Import and Export is essential
- Extensive management amp; project management experience in a high-pressure environment
- International Transport Operations to include Europe, Middle East, Africa amp; Russia
- Health amp; Safety Qualification
- Logistic expertise, moving equipment and people across borders
- Ability to manage a high-value budget to plan.
Skills
- Effective in leading, managing, and developing people
- Ability to adapt to changing demands and requests, often at short notice
- Technically minded with a problem-solving attitude
- Strong focus on quality, with a flexible and innovative approach in delivering results
- Clear and confident communicator at all levels, both internally and client-facing
- Highly Motivated
- The ability to think strategically and bring fresh ideas
- Strong project management skills and attention to detail
- Possess exceptional time management and organisational skills </