Job responsibilities
The Operations Manager is responsible for the effective day-to-day operational management, performance delivery, and strategic development of the Practice.
Working closely with the Practice Manager and Partners, the post holder will:
Lead on operational performance, service delivery, and workforce management, ensuring services are safe, efficient, and responsive
Ensure compliance with NHS contractual requirements, ICB priorities, and CQC standards
Drive continuous improvement in quality, productivity, and patient access, aligned to national and local priorities
Provide visible leadership to the non-clinical workforce, embedding a high-performing, accountable, and patient-centred culture
The role combines operational leadership with strategic planning and transformation, supporting the long-term sustainability, resilience, and growth of the Practice.
Key Duties and Responsibilities
1. Operational Leadership & Organisational Management
- Oversee the day-to-day operations of the Practice, ensuring safe and effective service delivery
- Maintain responsibility for the appointment system, ensuring clinics are planned at least 4 weeks in advance and aligned to demand
- Oversee rota management, including clinician sessions, leave, and service availability
- Lead on capacity and demand planning, improving patient access and flow
- Coordinate staffing levels, including locum cover, ensuring full compliance and onboarding
- Ensure efficient and standardised administrative systems and workflows
- Act as Deputy to the Practice Manager as required
2. Performance, Quality & Service Improvement
- Lead delivery of:
- Quality and Outcomes Framework - QoF
- Enhanced Services and local contracts
- Monitor and report on:
- Activity, KPIs, and performance metrics
- Patient access and service delivery outcomes
- Support clinical teams with:
- Patient recall systems
- Disease register validation
- Clinical audit processes
- Use data and insights to:
- Drive continuous improvement
- Identify gaps in care and performance
3. Workforce Management & HR
- Line manage administrative and reception- Care Navigator teams
- Lead on:
- Recruitment and onboarding
- Staff appraisals and performance management
- Workforce planning
- Ensure compliance with:
- DBS checks
- Mandatory training
- HR policies
- Promote staff wellbeing, engagement, and development
4. Patient Experience & Engagement
- Assist with Management of Complaints
- Use feedback to improve services and patient experience
- Oversee the Patient Participation Group
- Ensure services are inclusive and responsive to population needs
5. Governance, Compliance & Risk
- Ensure compliance with:
- CQC standards
- NHS and ICB contractual requirements
- Maintain oversight of:
- Risk assessments -Health & Safety, Fire, Infection Control
- Incident reporting and learning
- Support preparation for inspections and audits
- Maintain up-to-date policies and procedures
6. Digital & Information Management -IM&T
- Oversee clinical systems (e.g. EMIS), ensuring:
- Data quality and accurate coding
- Effective reporting and searches
- Manage:
- User access and SMARTCARD compliance
- IT systems, telephony, and infrastructure
- Ensure compliance with Information Governance and data protection requirements
- Provide training and support to staff
- Liaise with external IT providers
7. Finance & Business Operations
- Support financial management processes, including:
- Monitoring income streams (QoF, Enhanced Services)
- Budget tracking and cost control
- Assist with:
- Financial reporting
- Business planning
- Oversee procurement, supplier management, and stock control
8. Estates, Facilities & Health & Safety
- Oversee maintenance and safety of premises
- Manage contractors, cleaning services, and repairs
- Ensure compliance with all Health & Safety legislation
- Conduct and maintain:
- Risk assessments
- Fire safety checks and evacuation drills
- Ensure a safe, clean, and functional environment
9. External Relationships & Partnership Working
- Liaise with:
- ICB
- NHS England
- PCN / Federation partners
- Represent the Practice at meetings as required
- Support collaborative working and service development
10. Data Management & Audit
- Oversee:
- Patient attendance (DNA) monitoring
- Internal audits and reporting
- Ensure regular data quality checks
- Produce reports to inform operational and strategic decisions
General Duties
Equality, Diversity & Inclusion
Promote equality and inclusivity in all aspects of the role.
Communication
Maintain effective communication with staff, patients, and external stakeholders.
Confidentiality
Ensure strict adherence to confidentiality and data protection policies.
Health & Safety
Comply with Health & Safety requirements and promote a safe working environment.
Professional Development
Participate in ongoing training, appraisal, and development.
Terms and Conditions
This Job Description may be amended in line with service needs following consultation with the post holder. The post holder may be required to undertake other duties appropriate to the role.
Person Specification
Essential
- Experience in NHS or GP Practice management
- Strong operational and people management skills
- Knowledge of QoF, Enhanced Services, and NHS contracts
- Experience in performance monitoring and reporting
- Experience of creating and running EMIS searches
- Understanding of CQC and regulatory compliance
Desirable
- Experience in service improvement or transformation
- Knowledge of PCN working and population health
- Financial management experience
- Project management skills
