Operational Lead – Assistance Administration

About the Role

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.

What We’re Looking For

You’ll be an experienced people leader with a strong operational mindset and a proven ability to drive performance through coaching, data and engagement.

Essential experience and skills:

• Extensive experience managing and leading a small operational team.
• Demonstrated success improving team performance using data-led insight.
• Strong coaching capability and experience supporting individual development.
• Confidence analysing management information and translating insight into action.
• Excellent written and verbal communication skills.
• Strong problem-solving ability and commercial awareness.
• Comfortable working in a fast-paced, high-volume environment.
• Proficiency in Microsoft Office and experience using case management systems.

No specific qualifications are required — we value experience, capability and the right behaviours.

Our Values

At Healix International, our values guide how we work every day:

• 
  Put people first – prioritising the care and wellbeing of colleagues and clients.
• 
  Think independently – using professional judgement, expertise and integrity.
• 
  Earn trust – acting transparently and delivering reliably for colleagues, clients and partners.

You’ll also demonstrate our core competencies of Accountability, Collaboration, Communication, Problem Solving and Resilience.

Why Join Healix?

• A supportive, inclusive and people-focused culture.
• The opportunity to lead and shape operational performance within a critical service area.
• Ongoing development and coaching opportunities.
• Exposure to a growing, global organisation delivering essential medical assistance services.

About The Role

What You’ll Be Doing

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.

Required Criteria

• Demonstrable experience in coaching and mentoring small teams.
• Experience in Medical Assistance Administration

Skills Needed

Salary

Not disclosed