Clinical Operations Asset Lead overseeing operational strategy and execution within clinical research at GSK. Driving informed decision - making and ensuring high‑quality, on‑time delivery throughout the asset lifecycle.
About the role
- Manager handling Support Line clinical operations ensuring effective service delivery. Involves staffing, KPIs monitoring, and compliance within a healthcare context.
Responsibilities
- Ensure the Support Line is adequately resourced, staffed, and supported to meet demand and deliver a seamless service and to be heavily involved in capacity planning for changes in seasonal demand or in preparation for new customer contracts.
- Manage daily operations in conjunction with Operations Manager, making real-time decisions to maintain service continuity, performance and high clinical utilisation of the counsellors who are working in this function.
- Monitor and manage operational KPIs, with the support of the quality team, including call answer times, response rates, risk management outcomes, and client satisfaction levels.
- Analyse performance data to identify trends, challenges, and areas for service improvement.
- Implement action plans to address any performance gaps and ensure contractual commitments are met.
- Ensure compliance with safeguarding, confidentiality, and data protection requirements.
- Participate in the Out of Hours On-Call rota, providing clinical advice and escalation support in line with risk management and duty of care procedures.
Requirements
- Accredited with BACP, UKCP, BABCP or equivalent professional body.
- Significant post-qualification counselling/psychotherapy experience, including telephone-based support.
- Demonstrable experience in operational or clinical management within an EAP, helpline, or counselling environment.
- Proven track record of delivering services against KPIs and quality standards.
- Strong leadership skills
- Experience designing and delivering induction, training, and performance development programmes.
Benefits
- **What we offer**
- Ongoing training and support
- Opportunities for career progression
- Company Pension scheme
- Life Insurance
- Access to HealthHero healthcare services, including Private 24/7 GP service and Employee Assistance Programme
- 28 days holiday (inclusive of UK bank holidays)
- Pizza lunches and free snacks
- Free parking
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Clinical Operations Study Manager managing clinical operations for trials at Orchard Therapeutics. Responsible for strategic trial planning and cross - functional team collaboration in London.
Clinical Project Manager leading the planning and execution of Global Drug Development studies for Novartis in China. Collaborating with various teams to ensure compliance and timely delivery of studies.
Regional Vice President of Clinical Operations overseeing dialysis business at Fresenius Medical Care. Directing customer service, quality care, financial performance, and operational efficiency.
Head of AI Transformation & Enablement leading AI initiatives at Novartis' Global Clinical Operations to drive AI adoption and operational excellence.
Associate Director at Verastem Oncology overseeing phase 3 global clinical trial. Leading operational execution and compliance with regulatory guidelines for oncology - focused studies.
Clinical Project Manager II managing biomarker studies for clinical trials at Syneos Health. Overseeing operations, ensuring project success, and providing leadership to cross - functional teams in a fully remote role.
Head of AI Transformation & Enablement for Global Clinical Operations defining AI strategy and leading AI transformation initiatives in Switzerland's healthcare sector.
SSO Study Start - Up Manager guiding study planning and activation deliverables across various regions. Ensures compliance with regulatory requirements and collaboration with global study teams.
Immunology Therapeutic Area Lead driving early development strategies for immunology therapeutics with cross - functional teams. Leading strategic planning and operational oversight for clinical programs.