Job description
We at TFP, are looking for brilliant minds and passionate hearts to help us shape the future of fertility. We are one of the largest fertility service providers in Europe operating our IVF clinics and egg/sperm freezing banks in the UK, Poland and Netherlands. We have embarked on the mission to use technology to provide patients with a memorable best-in-class fertility journey that leads to the best outcome starting a family!
At TFP, we offer all our patients the care, understanding and expertise that help to bring dreams to life. We are passionate about what we do, which reflects our commitment to creating lives and changing lives.
Science research and innovation are key to how we work and have led to us pioneering fertility treatment for more than 35 years. Many of our clinicians are internationally renowned specialists and we regularly share knowledge across our clinics to further improve our success. Join us at TFP Fertility, where your passion and expertise can contribute to our legacy of excellence.
The Role:
The Clinic Operations Manager is responsible for the overall day-to-day operational leadership of the clinic, ensuring safe, efficient, high-quality, and patient-centred service delivery.
Reporting directly to the General Manager (GM), the role leads all clinic operational teams (Patient Support, Nursing, and Lab) and is accountable for workforce performance, operational effectiveness, patient experience, complaints management, and service standards.
The Clinic Operations Manager works in close partnership with the GM to align operational delivery with the clinic’s strategic and commercial objectives.
The General Manager (GM) retains full accountability for financial performance, budgeting, commercial strategy, and overall clinic risk. The Clinic Operations Manager is responsible for identifying, managing, and escalating significant operational and people-related risks to the GM.
The Location:
Simply fertility was established in 2013, and due to the passion, expertise and reputation of our team, has already grown into a leading fertility clinic. Providing treatment to both NHS and private patients, Simply Fertility performs approximately 400 fresh cycles and 300 frozen cycles per year. Offering a full suite of treatment and diagnostic services, including PGT. Conveniently located on the outskirts of Chelmsford, adjacent to junction 17 of the A12, there isample free parking for staff and patients at the front of the building. Our state-of-the-art laboratory was purpose built in 2017 and is equipped with the latest laboratory equipment and monitoring systems that support us in achieving excellent outcome KPI’s. Simply Fertility also has a 5/5 inspection rating from the HFEA.
Key Responsibilities:
Operational Leadership
Oversee and coordinate the daily running of the clinic to ensure smooth patient flow and service continuity.
Ensure consistent operational standards across all departments and satellite clinics (where applicable).
Identify and mitigate operational risks.
Escalate significant operational, patient safety, regulatory, or reputational risks to the GM in a timely manner.
Lead the implementation of operational initiatives and technological improvements that enhance workflow and the patient journey.
People Management & Workforce Planning
Provide operational leadership and direct management for Patient Support, Lab, and Nursing teams.
Lead recruitment, onboarding, rota management, performance management, absence management, and disciplinary processes within your remit.
Align workforce planning with clinic activity and strategic objectives.
Act as the first point of escalation for people-related matters within the clinic.
Escalate complex, high-risk, or potentially litigious employee relations issues to the GM and HR.
Address serious staffing risks (e.g., workforce shortages impacting safety or capability concerns) with solutions.
Promote staff wellbeing, engagement, and development while ensuring performance accountability.
Patient Experience & Complaints Management
Lead operational management of patient complaints, ensuring timely investigation, response, and resolution.
Identify trends and themes in complaints, escalating significant risks or reputational concerns to the GM.
Improve patient satisfaction metrics (e.g., Google reviews, NPS, internal feedback measures).
Ensure learning from complaints is effectively embedded into operational practices.
Performance Management & Commercial Alignment
Monitor, analyse, and report on operational KPIs to the GM.
Support the improvement of patient conversion and retention through operational excellence and service quality.
Contribute to the development and implementation of annual business plans and clinic goals.
Support cost-control initiatives via efficient rota management, overtime/on-call/TOIL, and resource utilisation (with financial accountability resting with the GM).
Escalate risks that may impact performance delivery, staffing sustainability, or service capacity.
Strategy, Change & Continuous Improvement
Partner with the GM to translate strategic objectives into operational action plans.
Lead operational change initiatives, ensuring safe implementation.
Identify efficiency opportunities and operational risks.
Escalate strategic risks or barriers to delivery to the GM.
Governance, Compliance & Safety
Work closely with the MD, Nursing Leads, and Quality Manager (QM) to ensure clinical governance and patient safety.
Ensure compliance with relevant regulatory requirements (e.g., HFEA/CQC).
Identify, document, and escalate regulatory or compliance risks.
Ensure health and safety compliance within operational areas and escalate significant concerns to the GM.
Reporting & Escalation
Reports directly to the General Manager (GM).
Directly manages all clinic operational teams (Patient Support, Lab, Nursing).
Acts as the primary operational escalation point for staff and patients.
Escalates significant operational, people management, regulatory, reputational, or patient safety risks to the GM.
Financial performance, commercial outcomes, and overall clinic risk management remain the ultimate responsibility of the GM.
Confidentiality
The post holder must maintain confidentiality of information regarding patients, employees, and other Company business in accordance with National and European data protection legislation.
Job requirements
Qualifications and Experience:
Educated to higher level
Proactive manager capable of assessing and costing new business opportunities
Knowledge of marketing strategies
Previous experience in senior management roles
Demonstrable experience in business development
People management and development
Experience in fertility clinics - desirable but not essential
Skills, Abilities and Personal Qualities:
Contract negotiation skills, capable of negotiating effectively with new business leads
Able to interpret financial statements and improve business profitability
Able to improve financial reporting systems and analysis
Able to work with the senior management team to drive the business forward
Excellent leadership, organisation and communication skills
Adept at using MS Office, especially Word and Excel
Be able to properly manage teams and employees
Able to delegate responsibilities
Resourceful, inventive and self-confident
Flexible and self-motivated
Natural team player
High level of resilience
Salary: Competitive (Depending on experience)
Location: TFP Simply Fertility - Chelmsford
Working Hours: 37.5 hours per week
Pension: Dual contribution pension scheme
Holiday Entitlement: 27 Days + Bank holidays (pro rata)
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