Quality Assurance and Customer Service

• To act as management representative and maintain compliance to ISO13485 (2016) and the UK MDR 2002 and updated or other appropriate regulatory standards.
• Ensure that required traceability and audit trails are maintained including the ability to recall or withhold delivery of products where necessary to reduce risk.
• Create and maintain a quality driven culture and environment within the unit by working with and supporting the Divisional and Group quality personnel.
• Report severe incidents and risk incidents in line with the quality management procedures and systems.
• Maintain product and service quality standards at an acceptable level at all times with the monthly average number of defects as a percentage of volume below 0.25% (measured separately for trays, supplementary items, and extras) for each customer and a monthly average for the unit below 0.2%.
• Implement the Division and Group quality systems and procedures to achieve best practice and to deliver excellent, high quality, and service standards.
• Coordinate and conduct internal quality and best practice audits as defined by Divisional and Group quality personnel.
• Work proactively with unit personnel and staff at other units to constantly improve process, quality, and risk controls and to eliminate inefficiencies.
• Report and resolve customer complaints in a timely manner.
• Ensure the promotion of awareness of regulatory and customer requirements throughout the unit.
• Refer output/quality conflicts to Group level for resolution by the Group Quality Manager.
• Develop constructive and effective relationships with all customers at all levels and ensure the delivery of excellent customer service.
• Use relationships with customers and contacts to develop new business opportunities for the Group.
• Maintain effective communication with customers and other stakeholders and formally and informally report on quality, service, finance, volume, risk, and contractual issues.
• Ownership of contracts and contractual relationships with customers.

Business Development and Planning

• Negotiation of small and medium-size contracts up to the value determined by senior management. Work in conjunction with Commercial and Sales teams to negotiate larger contracts and business development opportunities.
• Participate in the development of the Surgical Division’s business plan and strategy and develop a complimentary strategic and business plan for the unit(s) for which the General Manager is responsible.
• Execute the strategy and objectives defined in the Division’s and unit’s business plans.
• In conjunction with the finance team and senior management, formulate short and long-term unit budgets in line with the budget and requirements of the Division and Group.
• Work with the sales and marketing and commercial teams to promote the growth of core business.
• Work with suppliers, customers, and prospects to develop new business opportunities and to reduce cost and to help grow the business for the unit, Surgical Division, and Group.
• Work with and for the Regional Manager and with other senior managers within the surgical division and other departments and managers within the Group. Develop effective working relationships in order to improve communication and work together to grow the business and implement core objectives and business plans.

Financial Control and Authority

• Achieving budget and financial targets set by the operational board. Targets include operating profit, return on capital employed, direct and indirect costs, and cash flow.
• Setting budgets and financial targets in conjunction with HSS Board and financial personnel.
• Liaison with divisional Finance Controller and Regional Financial Business Partner.
• Creating weekly and monthly management reports.
• Control of labour hours and costs within budgeted allowances.
• Monitor and ensure all cash and cheque transactions are banked, secured, and controlled in accordance with company policy.
• Requesting of capital expenditure in accordance with company policy.
• Profit and loss responsibility including developing and achieving budget.
• Following company procurement policy and using procurement systems. Approving purchase requests and capital requests up to authorised limits.

Human Resources

• Recruit, retain, motivate, develop, and lead staff.
• Ensure that the unit is appropriately staffed at all times to meet business and customer needs, including the provision of on-call service.
• Effectively manage staff training and development, provide career development plans, carry out and document appraisals, and develop succession planning.
• Ensure that all staff receive appropriate remuneration and reward for their work, in line with legislative and company and divisional policy, including complying with agenda for change.
• Manage absence following applicable HR procedures to ensure that there is appropriate cover at all times, and to minimise disruption and cost.
• Support the Regional Manager and other parts of the surgical division as required.
• Manage the performance of staff in the unit, carrying out disciplinary processes, and resolve grievances as required in line with company policy and legislation.
• Ensure that staff are appropriately qualified and trained for the duties that they perform.
• Maintaining appropriate remuneration of staff and ensuring that pay and other benefits are paid correctly and on time.

Required Experience

• Senior operational leadership experience within healthcare, life sciences, manufacturing.
• Proven success managing large facilities or multi-site operations.
• A levels, Scientific preferred - minimum.
• Degree in Scientific subject, Microbiology, Healthcare, Decontamination science, etc., other relevant areas will be considered.
• Several years of experience in a senior management level position.
• Interpersonal skills – managing a mixed team of staff to deliver objectives to tight deadlines.
• Experienced working to strict QMS procedures while maintaining highest levels of Staff safety.
• Relevant H&S training and certification is desirable.
• Clean Driving Licence.

Skills

• Excellent communication, leadership presence, and executive storytelling skills.
• Calm and decisive under pressure.
• Resilient, credible, and trusted by teams and customers.
• Strong sense of ownership and accountability.