Continuous Improvement and Integration Lead

5 days ago

Auckland, Auckland, New Zealand Tend Full time NZ$120,000 - NZ$150,000 per year

We are a full-service GP provider, but not your typical GP practice. We're re-imagining the way people access primary healthcare using a mobile app and exceptional customer experiences. The Tend customer journey is all about listening to and understanding individual needs and tailoring services to meet them. People are at the heart of everything we do.

The Integration and Continuous Improvement Lead is responsible for leading all aspects of Tend's clinic integration programme, managing escalations and critical issues, and driving continuous improvement of existing services. You will play a key role in supporting newly acquired clinics as they transition into the Tend network. You'll be at the forefront of guiding these practices through significant change, helping ensure a smooth and successful integration process.

Leveraging proven operational leadership experience, change management and crisis management capabilities, the Integration and Continuous Improvement Lead runs all aspects of complex clinic integrations and ensures smooth operations. Through systematic problem-solving and a "run toward the fire" mentality, this role is instrumental in creating scale and a wider network for the Tend team.

This role involves travel across New Zealand as we continue integrating clinics, so flexibility and adaptability to travel are key to success. You will be reporting directly into the Chief Experience Officer 

Key responsibilities: 

  • Proven experience in managing and leading a team in a change management capacity, ensuring a smooth transition and integration into the Tend network.
  • Lead all aspects of clinic integration programme from initial planning through to full operational integration, with executive support
  • Manage complex integration timelines, ensuring operational, cultural, and online alignment within agreed timelines
  • Coordinate cross-functional teams including clinical, operations, marketing, and technology teams throughout integration process
  • Continuously improve integration methodology based on lessons learned and operational feedback
  • Maintain comprehensive integration documentation and knowledge base
  • Support new product development initiatives when not actively managing integrations
  • Coordinate rollout of new services across integrated clinic networks
  • Support other operational activities including process improvement and system optimisation
  • Collaborate with leadership team on strategic initiatives requiring operational expertise

Experience

  • Bachelor's degree in Business, Health or related field
  • Minimum five years experience in senior operational leadership roles with proven management background
  • Demonstrated change management experience with proven track record of leading organisational transformation
  • Proven track record of leading complex, multi-stakeholder projects
  • Experience in healthcare operations or service integration preferred
  • Highly motivated and results-oriented

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