Overview
Assistant Director, Customer Service Operations – Location: Manchester. Salary: £130,000-£140,000. We are the independent regulator for doctors, physician associates (PAs) and anaesthesia associates (AAs) in the UK. We work with these professions, patients and other stakeholders to support good, safe, compassionate patient care across the four countries of the UK. Our vision is to be an effective, relevant and compassionate regulator that supports the delivery of safe, high-quality patient care. We are committed to addressing inequality, embracing diversity and supporting inclusion within healthcare, both as a regulator and an employer.
This is a new and important senior leadership position at an exciting time of change. Reporting to the Director of Registration and Revalidation, you will be part of the Directorate Leadership team and will contribute to the Directorate's and organisation's wider operational and strategic success.
Responsibilities
* Deliver the range of functions within the Directorate, including the GMC Contact Centre, Registration Services, Registration Complaints and Correspondence, Change Knowledge Management and the Appeals teams.
* Lead teams comprising around 115 staff based in the Manchester office with a hybrid working pattern and periods of time working from home.
* Operate effectively in a complex environment with senior leadership experience in customer services and stakeholder engagement, gained within public services, healthcare or a regulatory environment.
* Lead, inspire and develop high performing, multidisciplinary teams; drive business process improvements, operational plans, budgets and corporate risk management.
* Demonstrate strong strategic thinking and inclusive leadership; understand the complex legislative framework across the four UK countries and contribute to regulatory impact at a national level.
* Model positive behaviours in line with the GMC values and build strong relationships through excellent communication and stakeholder engagement.
Qualifications and experience
* Proven track record in senior leadership within customer services and stakeholder engagement in public services, healthcare or regulatory contexts.
* Experience delivering significant and high-profile change programmes and managing operations, budgets and risks.
* Ability to inspire, develop and manage diverse, multidisciplinary teams.
* Strong interpersonal, influencing and relationship-building skills with political astuteness and strategic thinking.
Organisation and culture
Our organisation is built on fairness and trust with core values of Excellence, Fairness, Transparency, Collaboration and Integrity. We are committed to equality, diversity and inclusion and welcome new perspectives and ideas. We particularly encourage applications from women, Black and minority ethnic candidates and disabled applicants to support more inclusive senior leadership.
Benefits
* 30 days holidays per year.
* Defined contribution pension with a generous employer contribution of 15%.
* Hybrid and flexible working.
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