Operations Analyst

Job Description

Operations Analyst - Job Specification

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ETHOS Digital Health Limited

Digital Health Regulatory & Compliance Specialists

About ETHOS

ETHOS is driven by a passion for high-quality and effective digital health products and services. We provide comprehensive safety, security, and effectiveness services for all digital health interventions, enabling healthcare visionaries and innovators to reach new heights through expert regulatory and compliance support.

With nearly two decades of NHS and health sector experience, our team brings unparalleled depth of expertise required for the safe, secure, and effective deployment of digital health technology at scale. We are experts in the regulatory and compliance fields that enable products to be used in health and care settings.

Our Values

Everything we do rests on a single belief: that we are responsible for the safe, secure and effective care of patients.

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• Inspire confidence: We earn trust by being honest, reliable, and thorough

Diversity and inclusion: We respect every person and make sure every voice is heard

Expertise and innovation: We bring the expertise and fresh thinking that raise standards and protect people

Nurturing growth: We help good ideas grow and reach the people who need them

Fairness and integrity: We pay fairly, work ethically, and give back to our sector.

Our Services

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• Clinical Safety – Clinical safety management, medical device product safety, and clinical risk management

Medical Device Regulation – Medical device registration, compliance, and post-market surveillance

Information, Data & Cyber Security – Information security, cyber security, information governance, and privacy compliance

Training & Development – CPD accredited courses, coaching, mentoring, and innovation partnerships

The Role

We are looking for a highly organised and commercially aware Operations Analyst to join the ETHOS team. You will play a central part in supporting our client engagements that delivered to a high standard, and that business-critical operational activity is well supported.

Working closely with the Chief Operating Officer (COO), this role will suit an individual who suit a highly someone who is comfortable in managing the details of project delivery and coordination. Effective communication skills are key as you regularly will engage with our clients and team of subject matter experts, operating as, critical support function across both delivery and commercial activity.

Key Responsibilities

Delivery Assurance

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• Portfolio Oversight – Maintain visibility across all active ETHOS projects, tracking progress against deliverables and proactively flagging and acting upon risks or delays

Internal Coordination – Coordinate contractor scheduling, resourcing, and project allocation to contractors to ensure client commitments are met on time and on budget

Engagement– ensuring proposals, statements of works (SoWs) and other relevant materials are produced and correctly stored in the ETHOS documentation management system and business system (CMAP, SharePoint, Office 365)

Project Lifecycle – coordinating initial project set-up (‘kick-off’) and project closure including client satisfaction and coordination of ongoing client opportunities

Status Reporting – Prepare and circulate project status updates to support the COO and senior leadership in client-facing reporting. Working alongside the Business Administration team on statements of accounts, invoicing, etc.

Issue Resolution – Act as the central coordination point for project administration gateways, project management identifying and helping to resolve delivery bottlenecks with support from Business Administration Team, COO and contractors as required.

Client Account Management

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• Relationship Support – Assist in managing existing client relationships, ensuring ETHOS maintains a professional and responsive presence throughout each engagement

Client Materials – Support the preparation of proposals, progress reports, renewal documentation, and other client facing requirements

Commercial and Contract – Preparing and sending ETHOS contracts and associated statements of work for client approval. Working with Business Administration team on new client due diligence and account set-up within CMAP and Xero

Account Tracking – Monitor key account deliverables, renewal dates, and expansion opportunities, working with the COO to delivery and active client satisfaction and re-engagement these to the COO

Client Experience – Contribute to a consistently high standard of client experience across all touchpoints including ensuring the Client Satisfaction Survey (CSS) is completed

Customer Relationship Management (CRM) Coordination and Assurance (CMAP)

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• Data Quality – Working alongside the Business Administration team ensuring data quality, integrity and that the CRM/CMAP accurately reflects pipeline status, client activity, and engagement history.

Pipeline Reporting – Generate regular pipeline and activity reports from CMAP to support business planning and strategic decision-making.

What We’re Looking For

We welcome applications from candidates with diverse backgrounds and experiences. What matters most to us is your organisational rigour, commercial curiosity, and ability to operate with initiative across both delivery and business development activity.

Essential

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• Highly organised - You manage multiple priorities simultaneously and keep detail under control without losing sight of the bigger picture.

CRM discipline - You take pride in data quality and understand the commercial value of a well-maintained pipeline.

Self-starter - You operate with initiative, manage your own workload effectively, and are comfortable working with minimal supervision.

Digitally literate - You are competent across the MS Office suite and comfortable adopting web-based tools and platforms.

Collaborative - You work well across a small, expert team and with external clients, building trusted working relationships quickly.

Strong communicator - You write and speak clearly, adjusting your style confidently between internal coordination and external client engagement.

Commercially aware - You understand how consultancy businesses win and retain work, and you can spot opportunities to deepen client relationships.

Desirable

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• Experience in a consultancy, professional services, or regulated sector environment.

Familiarity with digital health, NHS procurement, or MedTech markets.

Previous use of CRM platforms in a sales or account coordination capacity.

Experience supporting proposal writing, bid management, or business development activity.

A relevant professional certification such as PRINCE2 Foundation, APM PMQ, or a foundation level qualification in information security or data protection. These are welcomed but not required. We will support the right candidate in obtaining relevant professional development.

Remuneration & Benefits

We offer a competitive package with genuine scope for growth as the role develops:

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• Base Salary – £30,000 - £40,000

Annual Leave – 30 days

Flexibility – Autonomy in how you structure your work, with remote and flexible working arrangements available

Growth Opportunity – A genuine opportunity to grow your responsibilities and commercial profile within a respected, professional services organisation

Our Commitment to Inclusion

ETHOS is an equal opportunity employee. We are committed to building a diverse and inclusive team and do not discriminate on the basis of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. We welcome applicants from all backgrounds and are happy to make reasonable adjustments to our recruitment process to ensure it is accessible to everyone. xwwtmva If you require any adjustments, please let us know when you apply.

How to Apply

To apply, please send your CV and a brief cover letter explaining why you’re interested in this role and how your experience aligns with what we’re looking for.

Email:

Location: Hybrid – Exeter (remote working available)