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

Performance Bonus: Up to 40% of monthly base salary

Target Earnings: Approximately R1.22m–R1.68m+ per annum depending on salary and 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 want someone who can run a business, manage people, understand numbers, improve systems and solve problems before they require founder intervention.

You will oversee major operational functions including patient operations, team performance, doctor capacity, customer service, fulfilment, systems, automation, workflows and operational reporting.

The objective is simple:

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

If something is underperforming, identify why and fix it.

If a process is inefficient, improve or automate it.

If a team is not performing, address it.

If revenue is behind target, understand the cause and drive the operational response.

THE OPPORTUNITY

Banksia Health operates growing healthcare and telehealth businesses.

Your responsibility is to make the patient journey operate efficiently and consistently:

Registration → Consultation → Treatment Plan → Purchase → Fulfilment → Repeat

You will identify where performance is being lost, including:

• Patient drop-off and poor activation

• Low first-order conversion

• Payment failures and abandoned carts

• Doctor capacity or utilisation issues

• Customer service delays

• Staffing and performance problems

• Fulfilment bottlenecks

• Inefficient workflows

• System and automation gaps

• Poor accountability or reporting

You will not simply report problems. You will be expected to solve them.

KEY RESPONSIBILITIES

1. Operational Performance

You will have day-to-day responsibility for business operations, including:

• Monitoring operational KPIs

• Identifying bottlenecks early

• Holding managers accountable

• Coordinating functions across the business

• Ensuring decisions are implemented

• Improving productivity and efficiency

• Building scalable operating systems

You should understand what is happening across the business without personally doing everyone's job.

2. Revenue Performance

Although this is not a traditional sales role, revenue performance is a major responsibility.

You will monitor the operational drivers of revenue, including:

• New patient volume

• Consultation capacity

• Treatment plan approvals

• Patient activation

• First-order conversion

• Repeat ordering and retention

• Doctor utilisation

• Customer service performance

• Product availability and fulfilment

If the company is behind target halfway through the month, 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

You will build a high-performance culture based on outcomes rather than activity.

You will:

• Set clear expectations and KPIs

• Manage team leaders and managers

• Identify and develop high performers

• Coach and performance-manage underperformers

• Participate in hiring

• Improve management quality

• Ensure staffing levels match business requirements

We want a leader who is comfortable having difficult conversations when performance requires it.

4. Patient Funnel & Conversion

You will analyse performance throughout the patient funnel and identify:

• Where patients are dropping out

• Why approved patients are not purchasing

• Which recovery workflows are working

• Differences in conversion between doctors or teams

• Whether follow-up is occurring properly

• Where automation can replace repetitive manual work

Decisions should be based on data, not assumptions.

5. Systems, Automation & Process Improvement

A major part of the role is making the business more scalable.

You will work with our development team to:

• Identify repetitive manual processes

• Design improved operational workflows

• Prioritise automation opportunities

• Define business requirements

• Test new systems and processes

• Measure whether changes improve performance

You do not need to be a developer.

You do need to be commercially intelligent about technology.

6. Customer Service, Doctors & Fulfilment

You will monitor operational performance across:

Customer Service

• Response and resolution times

• Complaints and escalations

• Outstanding cases

• Service quality

Doctors

• Capacity and utilisation

• Appointment availability

• Operational performance

• Coordination with doctor acquisition

Fulfilment

• Outstanding orders

• Dispatch turnaround

• Operational bottlenecks

• Service failures

Clinical decisions remain with the appropriate doctors and clinical leadership.

7. Reporting & Commercial Discipline

You will maintain a concise operational scorecard covering areas such as:

• Revenue against target

• Revenue trajectory

• Patient conversion

• Doctor utilisation

• Customer service

• Fulfilment

• Staffing performance

• Gross margin

• Key risks and actions

Reporting should drive decisions, not create paperwork.

HOW SUCCESS WILL BE MEASURED

Your scorecard will focus on a small number of meaningful outcomes:

1. Revenue against monthly target

The largest component of the performance bonus.

2. Patient conversion and activation

Including treatment-plan-to-first-order conversion.

3. Operational service levels

Including customer service and fulfilment.

4. People performance

Including productivity, accountability and management of underperformance.

5. Margin and operational efficiency

Revenue growth should not come from uncontrolled costs or unnecessary headcount.

The ultimate measure is:

Is the business growing while becoming better operated, more efficient and less dependent on founder involvement?

REMUNERATION

Base Salary

R85,000–R100,000 per month CTC, depending on experience and demonstrated capability.

The upper end is intended for candidates who can demonstrate substantial operational leadership, commercial responsibility and measurable business improvement.

Monthly Performance Bonus

Indicative structure:

Below 90% of revenue target: No bonus

90%–94.9%: 5% of monthly base

95%–99.9%: 10%

100%–104.9%: 20%

105%–109.9%: 30%

110%+: 40%

At an R100,000 base, this provides:

100% of target: R120,000 total monthly remuneration

110%+ of target: R140,000 total monthly remuneration

Targets will be agreed in advance and will not be retrospectively changed.

WHO WE WANT

Strong candidates may come from:

• Healthcare or telehealth

• E-commerce

• Technology or SaaS

• Financial services

• High-volume customer operations

• Subscription or digital consumer businesses

• Other fast-growing service businesses

Healthcare experience is useful but not essential.

We are more interested in proven operational and commercial capability.

ESSENTIAL CAPABILITIES

You should be able to demonstrate:

• Significant senior operations leadership experience

• Experience managing multi-function teams

• Commercial and financial literacy

• Accountability for KPIs and measurable targets

• Strong people-management capability

• Experience managing underperformance

• Strong process-improvement skills

• Experience implementing systems or automation

• Strong analytical ability

• Excellent written and spoken English

• Ability to operate independently in a remote environment

• Ability to move between strategy and execution

We do not want someone who simply sits above the operation and requests updates.

WHO WILL SUCCEED HERE

You are likely to perform well if you:

• Take ownership

• Understand numbers

• Identify problems early

• Hold people accountable

• Use data rather than anecdotes

• Simplify processes

• Follow through

• Move quickly

• Challenge inefficient systems

• Are comfortable making decisions

• Want responsibility rather than simply a senior title

WHO THIS ROLE WILL NOT SUIT

This is probably the wrong role if you:

• Want a traditional administrative operations position

• Avoid accountability for commercial performance

• Dislike measurable targets

• Require extensive supervision

• Avoid difficult performance conversations

• Produce reports without taking action

• Struggle with numbers

• Need mature processes before you can perform

• Believe revenue is solely the responsibility of sales or marketing

This role has substantial autonomy, but autonomy comes with accountability.

CAREER OPPORTUNITY

For the right person, there is a genuine opportunity to evolve from Head of Operations into a broader COO-level position as the organisation grows.

That progression will be earned through performance rather than tenure.

APPLICATION

Please submit your CV and be prepared to discuss:

• The largest team you have managed

• Revenue or P&L responsibility

• KPIs you personally owned

• A measurable operational improvement you delivered

• A difficult performance-management situation you handled

• A process you improved or automated

Shortlisted candidates will complete a practical operational assessment.

We are looking for evidence that you have actually run and improved operations, not simply held a senior operations title.