MultiSite Deputy General Manager

We at TFP, are looking for brilliant minds and passionate hearts to help us shape the future of fertility. We are one of the largest fertility service providers in Europe operating our IVF clinics and egg/sperm freezing banks in the UK, Poland and Netherlands. We have embarked on the mission to use technology to provide patients with a memorable best-in-class fertility journey that leads to the best outcome – starting a family

At TFP, we offer all our patients the care, understanding and expertise that help to bring dreams to life. We are passionate about what we do, which reflects our commitment to creating lives and changing lives.

Science research and innovation are key to how we work and have led to us pioneering fertility treatment for more than 35 years. Many of our clinicians are internationally renowned specialists and we regularly share knowledge across our clinics to further improve our success.

TFP has a national donor sperm bank, its own quality assurance scheme and own training scheme for junior embryologists. In addition, we are proud to say that we offer a clear career framework, support continuing professional development and provide opportunities for staff to travel to other TFP clinics further their learning and support career progression.

The Locations:

Thames Valley Fertility (TVF) was established in 2017, and due to the passion, expertise and reputation of our team, has already grown into a leading fertility clinic. Providing treatment to both NHS and private patients, TVF performs approximately 600 fresh cycles and 400 frozen cycles per year. Offering a full suite of treatment and diagnostic services, including PGT. Conveniently located on the outskirts of Maidenhead, adjacent to junction 8/9 of the M4, there is ample free parking for staff and patients at the front of the building.

Boston Place was established in 2013 and provides treatment to private patients in contemporary surroundings. Boston Place performs approximately 300 fresh cycles and 200 frozen cycles per year and offers a full suite of treatment and diagnostic services, whilst specialising in PGT. The clinic is conveniently located adjacent to Marylebone Station in central London. Our state-of-the-art laboratory was purpose built in 2013 and is equipped with the latest laboratory equipment and monitoring systems that support us in achieving excellent outcome KPI’s. 

Both Thames Valley and Boston Place have a 5/5 inspection rating from the HFEA.

The Role:

The Deputy GM (DGM) plays a pivotal role in supporting both TFP Thames Valley Fertility and TFP Boston Place Fertility in achieving their commercial, operational, and strategic goals. The DGM focuses on improving patient satisfaction, increasing Google review scores, enhancing internal NPS ratings, and driving business development to grow market share. The DGM will ensure the business, commercial, and operational needs of both clinics are met by effectively managing teams and resources. This proactive role requires a manager capable of delivering timely solutions and supporting the GM in meeting company goals.

This is a full time position, 37.5 hours per week. You will split your time 50/50 on site in each clinic location. 

Key Responsibilities:

• Drive patient retention and referrals by enhancing satisfaction metrics (Google reviews, NPS) and integrating technology to streamline processes. Identify and implement technology solutions to improve operational workflows, streamline processes, and enhance the overall patient journey

• Monitor and regularly report on key performance indicators (KPIs) to senior leadership, including patient satisfaction, conversion rates, and cost management, ensuring data-driven decisions align with business objectives

• Lead recruitment efforts, manage performance improvement plans, and ensure alignment with company values and strategic objectives. Oversee staff inductions and implement training plans that enhance team effectiveness

• Optimise resource allocation and workforce planning to ensure staffing levels are aligned with clinic demands, maintaining high standards of patient care

• Collaborate with the GM in developing and executing strategic plans across the clinics

• Lead continuous improvement projects to enhance operational efficiency, reduce costs, and improve patient outcomes, ensuring clinics remain competitive and innovative

• Assist in implementing annual business plans, budgets, and clinic goals

• Drive change management initiatives across both clinics, ensuring smooth transitions during operational changes, technology implementations, and strategic shifts. Adapt management strategies to align with the unique challenges of each clinic

• Support cost control, stock management, and cost rationalisation across the clinics by working with Group Procurement

• Standardise procedures and policies across both clinics to ensure a consistent patient experience and operational excellence

• Drive business growth and patient conversion rates and resolve complaints effectively while maintaining high levels of patient satisfaction

• Lead collaboration with senior managers to build and continuously develop a high-performing management team, driving long-term business success

• Build the clinic's image by collaborating with customers, governing bodies, community organisations, and employees, while enforcing ethical business practices

• Ensure health and safety compliance in partnership with local representatives

• Uphold compliance and standards by working with group facilities management

• Support the implementation of best practices across the clinics

• Foster professional development through workshops, networking, and staying updated with industry best practices. Ensure mandatory training and compliance records are maintained

• The above will be reviewed as required, in consultation with the post holder. It is offered as a guide to the key responsibilities and duties but does not preclude other issues that may arise between reviews of performance and review of the job description.

Qualifications and Experience:

• Good standard of general education, degree level would be preferable

• Proactive manager capable of assessing and costing new business opportunities

• Knowledge of marketing strategies

• Previous experience in senior management roles

• Demonstrable experience in business development

• People management, development and the ability to drive and engage your team

• Contract negotiation skills, capable of negotiating effectively with new business leads

• Able to interpret financial statements and improve business profitability, as well as, improve financial reporting systems and analysis

• Able to work with the senior management team to drive the business forward

• Excellent leadership, organisation and communication skills

• Adept at using MS Office, especially Word and Excel

• Be able to delegate responsibilities, be resourceful, inventive and self-confident

• Personal qualities would consist of flexibility, self-motivation a natural team player with a high level of resilience

Location: TFP Thames Valley Fertility - Maidenhead and TFP Boston Place - London, Marylebone

Salary: Competitive (Depending on experience)

Working Hours: 37.5 hours per week

Pension: Dual contribution pension scheme

Holiday Entitlement: 27 Days + Bank holidays.