Senior Manager - Strategy, Administration & Customer Experience at Intersect Consortium

Job Description
The person would essentially have three pillars:

Strategy & Performance:

• Lead OKR implementation across Intersect.
• Work with departments to develop meaningful Key Results.
• Track organisational performance.
• Coordinate strategic planning.
• Prepare management/Directors' reports.
• Follow up on strategic commitments.
• Identify gaps between plans and actual execution.

Administration:

• Oversee central administrative systems and standards.
• Develop and maintain administrative procedures.
• Improve filing and documentation systems.
• Coordinate administrative workflows.
• Ensure management actions are followed through.
• Support leadership with highly organised coordination.
• Ensure important tasks, deadlines and commitments do not fall through the cracks.
• Support the administrative needs of the UK clinic.
• Build systems that make the organisation more organised rather than simply adding more administrative work.

Customer Experience:

• Establish customer-service standards across the consortium.
• Monitor client/patient/customer experience.
• Review complaints, feedback and recurring service failures.
• Identify where clients are being lost because of poor communication or follow-up.
• Develop customer-service SOPs.
• Coordinate customer-service training.
• Monitor response and resolution times.
• Work with relevant departments to resolve recurring customer issues.
• Develop customer feedback mechanisms.
• Produce customer-experience reports for management.