HEAD OF DELIVERY (Healthcare Recruitment)




ICG Medical

Contract Type





Cape Town



Job Title:                     Head of Delivery

Reports to:                  Managing Director


Leadership & Management:

Management of Bookings & Compliance Teams in conjunction with UK Based Management TeamConducting Personal Development Plan meetings with senior members of the team including target and goal setting, identifying areas for improvement and coaching where appropriateMonitoring of individual quarterly Objective and Key Results; leading the initiative to create a goal system promoting the alignment and engagement of the team around measurable goalsReview performance of all consultants on a quarterly basis, identifying any required corrective actions and implementing Personal Improvement Plans where needed in conjunction with Learning and Development department and senior managersWorking closely with the Learning and Development to identify training needs / initiatives to be rolled out across the sales floorMonitoring performance of new starters against probation targetsChair regular Management Team meetings – enabling a collaborative approach across brands, promoting best practiceWorkforce management – ensuring that rotas are in place and adhered to – specifically covering festival periods to ensure adequate cover is in placeInterviewing for internal hires, being the final point of approval. Identifying the needs of the business and releasing Internal Job Postings where appropriateWorking with HR to initiate disciplinary procedures where applicableFacilitating scrum meetings where required with teams to ensure daily goals are communicated to the teams

Employee Engagement:

Incentives and Rewards: Hosting Lunch Club and owning spot incentives – rewarding top performers and keeping motivation levels high across the sales floorAbility to build a strong team of motivated employees, working towards a common goalReviewing results of Employee Engagement surveys, suggesting improvements to the People Team where appropriate

Operational Management:

Building and maintaining strong relationships with stakeholders in India and the UK, excellent communication skills will be pivotal to the success of the role.Holding regular meetings with UK / India Regional Managers to ensure service levels meet expectationsWorking closely with stakeholders from across the business to ensure that any updates to processes are communicated to the teamWorking closely with the Operations & Quality Teams to drive up quality metrics with the aim to improve customer experience. Areas of improvement to be identified via trend analysis and action plans implemented. Improvements to be tracked and monitored to assess success.


Ability to forward plan- must have the understanding and the ability to foresee problems and unlock potential growth

Strong organisational, analytical and strategic skills

Excellent Prioritisations skills

Excellent problem-solving ability

Excellent stakeholder management

Ability to build effective working relationships

Highly Organised and driven

Ability to Prioritise large workload

Knowledge of Healthcare recruitment market

Good knowledge or MS Outlook, Word and Excel

Previous sales experience

Understanding of ICG Medical’s sales model and processes

Possess a business or managerial degree (or equivalent)

Demonstrated Values

Open Family Passion


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