Workflow & Operations Systems Manager

Role Overview

• Break down and systemise all areas of the business, including patient journey, sterilisation processes, lab workflows, clinical workflows, administrative workflows, training and onboarding, and education/events operations, by converting them into clear, structured, and repeatable systems that remove reliance on individuals, memory, or informal knowledge
• Ensure all workflows are role-specific, step-by-step, trigger-based, easy to execute without thinking, and linked to SOPs and AI-assisted tools
• Work directly with key team members
• Schedule and lead workflow discovery sessions
• Ask detailed and proactive questions
• Extract real processes, including edge cases
• Identify gaps, inefficiencies, and dependencies
• Take strong initiative and actively drive the process forward
• Convert extracted information into workflow maps, including step-by-step sequences, decision points, dependencies, and role ownership
• Develop SOPs (Standard Operating Procedures), ensuring each SOP includes purpose, trigger, responsible role, clear step-by-step instructions, tools required, quality checks, and error handling
• Produce and maintain formats including written SOPs, visual workflows, linked video references, and AI knowledge files
• Recommend a system based on requirement (top suggestions are Asana, Trello, Clickup, Notion, Vikunja) and translate workflows into automated systems including task templates, subtasks, dependencies, due dates, automations, role assignments, and recurring workflows
• Ensure that when a workflow is triggered, all required tasks are automatically generated with no manual thinking
• Develop a structured training system: recommend platforms for hosting SOP videos, link training materials to workflows, and ensure consistent onboarding across all roles
• Create a training matrix that includes role-based competencies, required SOP completion, skill tracking, feedback loops, testing, and reconfirming trained knowledge and skills are accurate periodically
• Create organisational structure by mapping all roles, defining responsibilities, assigning workflow ownership, and building an organisational chart, with the goal that any role can be replaced with minimal disruption.
• Test and optimise workflows by running them in real scenarios, identifying issues and gaps, refining and simplifying processes, and continuously improving systems, with responsibility not just for documentation but ensuring systems work in practice.
• Meet communication expectations by proactively scheduling calls, following up consistently, extracting missing information, and driving progress and timelines, as this is a highly proactive role, not a passive one.

Requirements

• 3–5 years of experience in building and managing workflows or similar project management systems
• Must be proficient in Asana, Trello, Clickup, Notion or Vikunja
• Proven experience in SOP creation and documenting SOPs, with the ability to improve operational processes
• Strong experience in workflow/process mapping and structuring complex workflows into simple, scalable systems
• Experience in automation and systems thinking, with the ability to work with teams to implement and improve internal processes
• Strong organisational skills and strong attention to detail, with the ability to maintain process consistency
• Excellent communication skills for documenting and clearly explaining workflows and systems
• Strong English communication, high attention to detail, initiative and proactiveness, structured and logical thinking, and confidence in leading discussions
• Preferred: Healthcare or dental experience
• Training system development
• Experience with tools like Trainual, Loom, Notion