Head of Operations – Remote | Healthcare & Growth

HEAD OF OPERATIONS

Company: Banksia Health
Location: South Africa – Remote
Employment Type: Full-time
Base Salary: R85,000–R100,000 per month CTC, depending on experience
Performance Bonus: Monthly performance bonus linked primarily to company revenue performance
Target Earnings: Approximately R1.22m–R1.44m per annum at target performance, with the ability to earn approximately R1.43m–R1.68m+ for exceptional performance

RUN THE BUSINESS

Banksia Health is looking for an exceptional Head of Operations to take ownership of the day-to-day performance of our rapidly growing healthcare business.

This is not an administrative operations role.

We are looking for someone who can run a business, manage people, understand numbers, identify problems before they become problems and continually improve performance.

You will be accountable for ensuring that the organisation operates effectively across its major operational functions, including patient operations, team performance, doctor capacity, customer service, fulfilment, systems, workflows and operational reporting.

Most importantly, you will be expected to understand how all of these areas ultimately affect revenue, margin, patient experience and growth.

You will work closely with the founders and senior management, but the objective is simple:

The business should not require the founders to manage its daily operations.

We want someone who takes ownership.

If something is underperforming, we expect you to identify it, understand why and fix it.

If a process is inefficient, improve it.

If a team is not performing, address it.

If revenue is behind target, understand what is causing the shortfall and drive the operational response.

This is a senior leadership position with substantial responsibility and corresponding performance-based upside.

THE OPPORTUNITY

Banksia Health operates healthcare businesses across telehealth and related healthcare services.

The business is growing quickly and has multiple operational functions that need to work together effectively.

Your responsibility is to create an operating environment in which:

Patients → Consult → Treatment Plan → Purchase → Fulfilment → Repeat

happens efficiently and consistently.

You will have visibility across the entire operating model and will be expected to identify where performance is being lost.

That could include:

• Insufficient doctor capacity
• Poor patient activation
• Low treatment-plan-to-purchase conversion
• Customer service delays
• Poor follow-up
• Staffing problems
• Inefficient workflows
• Fulfilment problems
• System issues
• Weak management
• Poor accountability
• Inadequate reporting
• Unnecessary cost

You will not simply report these problems.

You will be expected to solve them.

WHAT YOU WILL BE ACCOUNTABLE FOR1. Overall Operational Performance

You will have day-to-day responsibility for the performance of the business.

This includes:

• Ensuring operational departments are functioning effectively
• Identifying bottlenecks and performance issues
• Establishing clear accountability
• Ensuring managers and team members understand their targets
• Monitoring operational KPIs
• Intervening quickly when performance deteriorates
• Coordinating teams where an issue crosses multiple departments
• Ensuring agreed management decisions are actually implemented
• Continuously improving the operating model

You should have a strong understanding of what is happening across the business without needing to personally perform every function.

2. Revenue Performance

Although this is not a sales position, revenue performance is a major responsibility of the role.

You will monitor the operational drivers that contribute to monthly company revenue.

These include:

• New patient volume
• Consultation capacity
• Appointment utilisation
• Treatment plan approvals
• Patient activation
• First-order conversion
• Repeat ordering
• Patient retention
• Customer service responsiveness
• Product availability
• Fulfilment
• Doctor capacity
• Operational conversion rates

You will be expected to understand why revenue is ahead of or behind target.

If the company is halfway through the month and materially behind its monthly target, your response should not be to wait until month-end and report the result.

You should already know:

Why are we behind? What can we influence? Who needs to act? What are we doing about it?

3. Team Leadership and Accountability

You will lead and coordinate the operational team.

You will be responsible for creating a high-performance culture based on measurable outcomes rather than simply activity.

You will:

• Set clear expectations
• Establish individual and departmental KPIs
• Review performance regularly
• Hold managers accountable
• Identify high performers
• Address persistent underperformance
• Improve training where required
• Ensure staffing levels are appropriate
• Identify capability gaps
• Participate in hiring
• Improve management quality
• Build succession and redundancy into important operational functions

We do not want a culture where poor performance continues indefinitely because nobody wants to have a difficult conversation.

At the same time, strong performers should be recognised, supported and given the opportunity to progress.

4. Patient Funnel and Conversion

A significant part of the role is understanding the patient journey.

You will analyse performance throughout the funnel:

Registration → Consultation → Treatment Plan → Product Selection → Checkout → Purchase → Repeat Purchase

You will identify:

• Where patients are dropping out
• Which cohorts convert well
• Which doctors produce stronger patient outcomes
• Which operational processes create friction
• Whether patients are being followed up appropriately
• Whether payment failures and abandoned purchases are being recovered
• Whether customer service is affecting conversion
• Whether workflows are actually working in practice

We expect decisions to be made using data rather than assumptions.

5. Doctor Capacity and Operational Performance

Doctors are a critical part of the operating model.

You will ensure that the business has sufficient doctor capacity to meet demand.

This includes:

• Forecasting consultation requirements
• Monitoring appointment utilisation
• Identifying capacity shortages
• Coordinating with doctor acquisition
• Monitoring operational performance by doctor
• Identifying scheduling problems
• Ensuring patient demand and doctor availability are appropriately matched
• Escalating clinical matters to the appropriate clinical leadership

This is an operational leadership role.

You will not make clinical decisions that belong to doctors or clinical governance personnel.

6. Customer Service

Customer service should be treated as an operational performance function rather than simply an inbox.

You will monitor:

• Response times
• Resolution times
• Outstanding cases
• Complaints
• Refunds
• Repeat contacts
• Common patient issues
• Escalation rates
• Service quality
• Patient feedback

You will identify recurring problems and address the underlying cause rather than repeatedly treating the symptom.

7. Systems, Automation and Process Improvement

We expect you to continually improve the way the business operates.

You will work across systems including CRM, communications, reporting, workflow and operational platforms.

You should continually ask:

• Can this process be simplified?
• Can it be automated?
• Why are people manually doing this?
• Why is this information being entered twice?
• Why are patients dropping out here?
• Why does this require management intervention?
• Why don't we have visibility over this metric?
• What is preventing this team from performing better?

You do not need to be a software developer.

You do need to be **