Job Description

Chief Operating Officer - B2C

Home based/UK

£120000-150000 plus bonus and Benefits

My client who specialise in providing B2C Healthcare Services are looking to recruit a Chief operating Officer (COO) to join their leadership team. Reporting into the CEO. You will:

Role Objectives:

• Deliver overall monthly and annual EBITDA, with clear accountability for each director’s contribution.
• Develop the operational directors into a capable, self-sufficient leadership team.
• Bring structure, pace and consistency to day-to-day operations, so the business performs without relying on any one individual.
• Translate the strategy agreed with the CEO into annual plans, targets and actions across operations.

Duties:

Operational performance, KPIs and annual plan

• Own overall EBITDA, agreeing monthly targets with each director and holding them to account for delivery.
• Lead delivery of the annual operating plan, breaking it down into quarterly milestones and monthly targets for each director, with achievement of the plan as a core measure of success in the role.
• Own the KPI framework covering revenue, margin, productivity, case outcomes, turnaround times, client satisfaction and complaints, with clear definitions, owners, targets and RAG thresholds.
• Review with each director KPIs and plan milestones, agreeing corrective actions with owners and deadlines and following them through to closure.
• Give the board accurate monthly reporting against KPIs and the annual plan, including rolling forecasts, early warning of shortfalls and clear recovery plans when results fall short.
• Cascade KPIs into team and individual objectives so every role has measurable targets linked directly to the annual plan.
• Review processes and capacity across the operation, identifying and delivering efficiency improvements.
• Hold overall accountability for service quality, client outcomes and complaints handling.

 

Leadership and people:

• Line manage, coach and develop the Professional Services, Client Services and Corporate Development Directors.
• Support the Client Services Director in strengthening the team’s management, including the Client Services Manager, Team Leaders and a dedicated complaints role, then lead a review of team size and efficiency.
• Work with the HR Lead and the senior management team to ensure high-quality onboarding and development across all teams.
• Continue to strengthen our inclusive, high-performing culture across a largely remote workforce.

 

Acquisitions and integration:

• Oversee the integration of acquired businesses, working with the Corporate Development Director and the Operations Consultant, who owns the integration playbook.
• Make sure acquired teams quickly feel part of the group, with clear structures, reporting and performance targets in place.

 

Systems, data and security

• Ensure client and health data is properly protected, with robust access controls, secure remote working, and tested backup, business continuity and incident response plans working in conjunction with the fractional CTO.
• Oversee systems change across the business, maximising efficiency in the professional services function.
• Make sure operational data is accurate and reliable enough to support decisions, with clear system ownership, data quality controls and a single source of truth for KPI reporting.

 

Governance, risk and exit readiness

• Ensure operations comply with all relevant governance and regulatory requirements, including Data Protection and the recertification of all ISO accreditations.
• Identify and manage operational risks, reporting them to the leadership team and the board.

 

Relationships

• Build strong, trusted relationships with clients, care homes, NHS bodies, partners and other key stakeholders.

 

Required Skills & Experience

• At least 5 years in an executive leadership role, in a multi-site or largely remote service business.
• A proven track record of developing mid-level directors into a strong leadership team.
• Experience owning and delivering financial and operational targets.
• Experience integrating acquired businesses.
• In-depth knowledge of business planning, performance management, data analysis and risk management.

 

Personal Qualities

• Leads with integrity and resilience, and stays calm under pressure.
• Proactive in diagnosing problems early and anticipating risks.
• Visible and hands-on, comfortable keeping many plates spinning at once.
• Shares our values of expertise, compassion and integrity.