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Deputy Head of UK Operations
About TMC
Telemedicine Clinic (TMC), part of Unilabs since 2017, is a European leader in teleradiology and advanced diagnostics. We support more than 130 radiology departments across the UK, Sweden, Denmark, and Norway, and our 350+ specialised radiologists report over 800,000 cases annually.
Our mission is to improve patient care through high-quality, timely radiology reporting delivered with operational excellence.
At TMC, we combine the professionalism of a healthcare organisation with the agility of a tech-enabled services provider. We are a diverse, international and values-driven organisation that believes in collaboration, innovation, and doing business with care and integrity.
The Opportunity & Mission Position
We are seeking a Deputy Head of UK Operations to ensure seamless delivery of high-quality radiology services in the UK, while building and executing a robust workforce strategy aligned with long-term capacity, productivity, and operational goals.
The Deputy Head of UK Operations supports and deputises for the Head of UK Operations and Capacity, providing senior operational leadership across UK day services (elective and emergency). The role ensures high-quality, resilient, and efficient service delivery, seamless operational continuity, and strong leadership across Operations teams.
The main responsibilities of the Deputy Head of UK Operations are to coordinate the workload within the Day Client Administration team, ensuring the best possible service for our clients, and supervision of team performance and the overall daily service, including elective, hot reporting, and emergency services.
This position plays a critical role in translating strategic objectives into operational execution, acting as an escalation point for service delivery issues, and leading continuous improvement initiatives across the UK Business Unit. The role does not routinely perform day-to-day operational case handling. Hands-on operational support will only be required in exceptional or service-critical situations.
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Organisational Context
- Member of the UK Operations leadership team
- Deputises for the Head of UK Operations and Capacity in operational contexts as required
- Works closely with the Deputy Head of UK Capacity and cross-functional senior stakeholders
- Based in the UK (preferably Reading) with occasional travel to other TMC locations
Key Tasks and Responsibilities
Operational Leadership & Service Delivery
- Provide senior oversight of UK operational service delivery across day services (elective and emergency)
- Act as escalation point for complex or high-impact service issues
- Ensure seamless coordination between night and day operations
- Monitor performance trends, incidents, and service risks
Deputy Responsibilities
- Deputise for the Head of UK Operations and Capacity when required
- Represent UK daytime Operations in senior forums, councils, audits, and client discussions
- Provide operational insight and recommendations to support strategic decisions
People Leadership & Line Management (Essential)
- Direct line management of daytime client administrators' operational roles
- Set objectives, conduct 1:1s, appraisals, and performance/sickness management
- Support recruiting, onboarding, succession planning, and team development
Quality, Governance & Risk
- Ensure operational SOPs (Standard Operating Procedures) are accurate, current, and embedded
- Oversee incident management, RCA (Root Cause Analyses), and CAPA (Corrective and Preventive Actions) processes with Quality
- Ensure contingency plans are in place, tested, and understood
- Support audit, governance, and compliance requirements
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Stakeholder & Client Engagement
- Act as senior operational contact for key internal and external stakeholders
- Work closely with Medical, Market, IT, Finance, Quality, and Capacity teams
- Ensure clear, timely, and effective operational communications
Operational Excellence & Continuous Improvement
- Lead and sponsor service improvement and optimisation initiatives
- Identify opportunities for standardisation, automation, and efficiency gains
- Contribute to UK BU transformation and strategic projects
- Support KPI reporting and data-driven decision-making
What We’re Looking For
Essential Requirements
- Proven experience in a line management role of a medium/large team (15+ staff members)
- Significant experience in operational leadership within a healthcare (NHS preferred) or 24/7 service environment
- Knowledge of radiology or regulated healthcare environments
- Strong understanding of service delivery, risk, and incident management
- Excellent communication, organisational and leadership skills
- Fluent English (written and spoken)
Desirable Experience
- Experience overseeing day elective and emergency radiology services
- Experience in transformation or large-scale operational projects
- Radiography or healthcare qualification
Key Competencies
- Strategic and operational leadership
- People management and coaching
- Service excellence
- Change leadership
- Collaboration and influence
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