Regional Operations Manager

At TFP, we make families. We shape fertility journeys around people’s lives. We provide an outstanding customer experience by showing that we care, build trust, deliver our expertise, drive innovation and demonstrate our patients our passion on a day-by-day basis.

The Role:

The Regional Manager is a key operational leadership role, created to ensure that a defined group of clinics are well supported, performing strongly and continually improving. Working four days per week, the role has direct line management responsibility for two Clinic Operations Manager and the UK Patient Support Manager. The Regional Manager will be accountable for ensuring their clinics deliver against budget, operational targets, patient experience standards and agreed improvement and growth priorities.

This is a pivotal role for the COO, providing regional leadership, operational grip and delivery support so that the COO can remain focused on the highest-value areas of the business rather than being drawn into day-to-day detail. Success depends on strong relationship-building, credible influence, clear communication, disciplined follow-through and the ability to move priority actions forward through others.

Key Responsibilities:

Regional Clinic Performance & Leadership

• Line manage two Clinic Operations Managers within the UK (London & Essex) and 2 General Managers within Poland, ensuring each clinic has clear priorities, strong leadership support and a disciplined rhythm for performance review and action

• Hold clinics accountable for delivering against budget, activity, conversion, patient experience, quality and operational targets

• Identify risks, barriers and opportunities early, working with clinic leaders and central teams to ensure practical support and timely resolution

• Create a culture of continuous improvement, using performance data, patient feedback and team insight to drive better outcomes across the region

• Develop the Clinic Operations Managers, ensuring their succession plans into General Managers with clear development plans

• Continually review the performance and requirements of our NHS contracts across the UK ensuring we tender and retain key contracts adding value and opportunity

• Working alongside the Sales & Marketing team, continually review the performance of our PMI contracts understanding uptake, monitoring and feedback

   

  Operational Projects & Delivery Support

• Support the COO with operational project management, ensuring agreed initiatives move from discussion to delivery with clear ownership, timelines and measurable outcomes

• Ensure projects have clear project plans communicated across key stakeholders and owners of actions, providing key visibility and management

• Lead or coordinate priority operational projects across clinics, working closely with central teams and all clinic leaders to manage dependencies and remove blockers

• Provide concise, action-focused updates to the COO, highlighting progress, risks, decisions required and areas where escalation is needed

• Ensure improvements are embedded into everyday operations, with follow-through beyond launch so benefits are realised and sustained

   

  UK Patient Support Leadership

• Line manage the UK Patient Support Manager, ensuring the function is well led, appropriately supported and aligned to clinic and group prioritie

• Ensure Patient Support activity is connected to clinic performance, patient experience and operational improvement plans

• Support consistency, clarity and compassion in patient-facing communications and processes, particularly at key moments in the patient journey

The above will be reviewed as required, in consultation with the post holder. It is offered as a guide to the key responsibilities and duties, but does not preclude other issues that may arise between reviews of performance and review of the job description

Confidentiality

The post holder must maintain confidentiality of information about patients, employees and other Company business in accordance with the National and European data protection legislation.

Education, Experience and Knowledge:

• Proven operational leadership experience in a multi-site, healthcare, service or similarly complex environment

• Experience line managing operational leaders and supporting them to deliver performance, improvement and people priorities

• Strong commercial awareness, with experience managing performance against budgets, targets and agreed KPIs

• Demonstrable experience of using data, insight and feedback to identify performance gaps and implement measurable improvements

• Proven project management experience, including leading operational projects from planning through to implementation and benefit realisation

• Experience working closely with senior leaders, providing clear updates, escalation and delivery support in a fast-moving environment

  Key Attributes:

• Patient‑first mindset, with keen commercial acumen – able to balance the needs of the business with both patient experience and people

• Strong leader with proven record of balancing development and engagement with managing conflict and performance

• Experience of influencing and engaging senior stakeholders

• Calm, credible and thoughtful under pressure, able to operate effectively in complex or sensitive situations

• Confident in constructively challenging, able to influence and drive better outcomes across teams

• Deep commitment to quality, trust and clarity, with high personal standards

• Strong sense of ownership and accountability, with a focus on delivery and outcomes

Location: Field-Based visiting clinics (South-East based ideal)

Salary: Competitive (Depending on experience)

Working Hours: 30-37.5 per week

There will be some flexibility required based on the needs of the business

Pension: Dual contribution pension scheme

Holiday Entitlement: 27 days + Bank holidays pro rata

PMI: Single Cover