Head of Operations

About Broadlake Broadlake is an international investment company committed to delivering positive and sustainable growth. By partnering with ambitious founders, we help realise their potential through organic growth, new acquisitions, and expansion into new markets. Our international group of 7 businesses employs over 4,000 people in industries including Healthcare, Technology, FMCG, International Talent Solutions, Workplace Wellbeing, Office Services, and Engineering.

Role Overview Our HPO division is a leading provider of neurodiversity and mental health services to the public and private sector. We pioneer an integrated suite of specialist services that link assessment, diagnosis, treatment and tools for neurodiversity and mental health that reduce processing times and cut long standing waiting lists.

Role Summary The Head of Operations will play a pivotal role in overseeing all internal operations for our HPO division, ensuring seamless coordination, exceptional service delivery, and operational excellence. The ideal candidate will be a dynamic leader with a strong focus on operational efficiency, people performance, customer relations, and strategic direction. A key aspect of this role involves leveraging marketing expertise to drive brand development and customer engagement, particularly in B2C markets. The successful candidate will have a demonstrated ability to lead and develop teams.

Key Responsibilities

• Operational Leadership:
  • Oversee all internal operations, ensuring alignment with organizational strategies and targets
  • Develop and implement operational policies and workflows to improve efficiency and quality

• Team Leadership & Development:
  • Lead, coach, and develop regional managers, setting clear KPIs and performance benchmarks
  • Foster a culture of collaboration, accountability, and high performance across teams

• Customer Relations:
  • Ensure the highest standards of customer service are maintained across all touchpoints
  • Build and maintain strong relationships with customers to promote loyalty and satisfaction

• Activity & Performance Oversight:
  • Drive operational efficiency and align activities with financial targets and KPIs
  • Monitor key metrics, identifying opportunities for growth and areas for improvement
  • Partner with the Director to integrate commercial and operational strategies effectively

• Recruitment & Talent Management:
  • Oversee recruitment initiatives for critical roles, ensuring alignment with the organizations talent strategy
  • Oversee the onboarding process to ensure seamless integration of new hires into the team

• Input into Strategic Direction:
  • Play a key role in shaping the long-term vision and growth strategy of the organization
  • Provide data-driven insights and recommendations to enhance operational and commercial effectiveness
  • Collaborate with executive leadership to define and execute strategic initiatives that align with business objectives

• Healthcare Operations (Desirable):
  • Leverage prior experience in healthcare environments to ensure operational excellence
  • Maintain compliance with healthcare industry standards and regulations, where applicable

• Significant people management experience, with a demonstrated ability to lead and inspire teams
• Strong ability to work to targets and manage performance metrics effectively
• Outstanding communication skills, with the ability to engage stakeholders at all levels
• Solid commercial awareness and ability to align operational activities with business objectives
• Experience in recruitment, brand development, and marketing

• Previous experience in a healthcare-related environment is highly desirable
• Familiarity with industry regulations and standards within the healthcare sector

• Strategic thinker with a focus on delivering results
• Proactive, hands-on approach to problem-solving and decision-making
• Highly organized, with the ability to manage multiple priorities effectively
• Strong interpersonal skills to build and maintain relationships across teams and customers