Job responsibilities
Job summary
The Old School Surgery is seeking an experienced and motivated Operations Manager to provide operational leadership across the practice.
Reporting directly to the GP Partners, the Operations Manager will support the effective organisation and coordination of services across the practice and ensure that departmental teams work cohesively to deliver high-quality, patient-centred care.
The role provides leadership and management to departmental managers, helping ensure operational standards are maintained and that teams are working effectively together to exceed patient expectations.
This is a hands-on leadership role, combining operational oversight with mentoring, coaching and practical support across the practice. The Operations Manager plays an important role in translating the ambitions of the partners into the daily functioning of the organisation.
About The Old School Surgery
The Old School Surgery is a partner-led GP practice serving approximately 7,500 patients in Stoney Stanton, Leicestershire.
Our multidisciplinary team includes:
- GP Partners
- Salaried GPs
- Practice Nurses
- Healthcare Assistants
- Patient Co-ordinators
- Dispensary team
- Administrative and support staff
We also work closely with colleagues across our Primary Care Network, including clinical pharmacists, mental health practitioners and physiotherapists.
The practice is strengthening its internal structure to support clear communication, strong teamwork and proactive patient care across all departments.
We believe excellent patient care is delivered by one practice working as one team, where every role contributes to the patient journey and overall patient experience.
Purpose of the role
The Operations Manager supports the effective organisation and delivery of operational services across the practice.
Working closely with the GP Partners, the role focuses on ensuring that departmental teams operate efficiently, communicate effectively and maintain high standards of service delivery.
The Operations Manager provides leadership and support to departmental managers while helping ensure the practice operates as a cohesive organisation focused on delivering safe, responsive and patient-centred care.
Key outcomes of the role
Success in this role will include:
Operational systems that support the smooth running of the practice Departmental teams that feel supported and work effectively together Clear and consistent communication across all areas of the practice Strong collaboration between clinical and non-clinical teams Patients experiencing organised, responsive and high-quality care A positive working culture built on professionalism, collaboration and respect
Operational leadership
The Operations Manager supports the effective coordination of services across the practice and helps ensure operational systems function efficiently.
This includes supporting:
- The organisation and coordination of daily practice operations
- Consistent operational standards across departments
- Effective use of practice systems and workflows
- Identification and resolution of operational challenges
- Continuous improvement in operational processes
The role works closely with the partners to ensure operational delivery aligns with the priorities and direction of the practice.
Leadership of departmental managers
The Operations Manager provides leadership and management to departmental managers within the practice.
Departmental leads reporting into the role may include:
- Admin Manager
- Nurse Manager
- Dispensary Manager
The Operations Manager works closely with these managers to ensure their teams operate effectively and consistently across the practice.
This includes:
- Providing operational leadership and guidance to departmental managers
- Supporting managers in developing their teams and maintaining high standards of service delivery
- Holding departments accountable for operational performance and patient service standards
- Encouraging collaboration between departments
- Ensuring the practice operates as one cohesive organisation rather than separate teams
The role plays an important part in ensuring the practice continues to exceed patient expectations and deliver a positive patient experience.
Team culture and staff development
The Operations Manager plays an important role in promoting a positive and collaborative working culture across the practice.
This includes:
- Leading by example in professionalism, teamwork and patient focus
- Supporting staff development through mentoring and coaching
- Encouraging collaboration between clinical and administrative teams
- Helping staff understand how their work contributes to the wider functioning of the practice
The role supports the development of a whole-practice one team ethos, where staff work together in the interests of patient care.
Communication and leadership engagement
Clear communication across the practice is essential for effective teamwork and organisational cohesion.
The Operations Manager will facilitate regular structured communication, including monthly leadership meetings with departmental managers.
These meetings will support:
- Open and transparent communication across departments
- Sharing operational priorities and updates
- Collaborative problem solving
- Consistent communication across staff teams
This structure helps ensure staff remain informed, aligned and focused on delivering high-quality patient care.
Supporting patient experience
The Operations Manager plays a key role in supporting the delivery of a positive patient experience.
This includes supporting:
- Clear communication between clinical and administrative teams
- Well-organised patient pathways
- Efficient handling of patient queries and concerns
- Continuous improvement in patient service delivery
The role supports the practices commitment to placing patients at the centre of everything we do.
Systems and operational processes
The Operations Manager supports the effective use of practice systems and technology to ensure efficient workflows and communication. This includes supporting the consistent use of systems including:
The role helps ensure these systems are used effectively across the practice to support patient care and operational efficiency.
Compliance and operational governance
The Operations Manager supports the partners in maintaining high standards of operational governance across the practice.
This includes supporting:
- Practice policies and operational procedures
- Information governance and data protection requirements
- Health and safety procedures
- Operational audits and service improvement initiatives
The role contributes to maintaining a culture of continuous improvement and professional accountability.
What success in the first 12 months looks like
During the first year in the role, the Operations Manager will be expected to support the continued development of operational structure and teamwork across the practice.
Success may include:
- Establishing strong working relationships with departmental managers and staff teams
- Supporting the development of a clear leadership structure across departments
- Embedding regular communication and leadership meetings across the practice
- Supporting operational improvements that enhance patient experience
- Helping strengthen the one practice, one team culture across clinical and non-clinical staff
Person specification
Essential
- Experience working within a healthcare or service-based operational environment
- Experience managing or supporting teams and departmental leads
- Strong organisational and leadership skills
- Excellent communication and interpersonal abilities
- Ability to manage competing priorities in a busy operational environment
- Strong problem-solving and decision-making skills
- Confidence using organisational systems and digital tools
Desirable
- Experience working within general practice or primary care
- Experience supporting operational improvement or service development
- Experience using SystmOne or similar clinical systems
