Job summary
An exciting opportunity has arisen for an Operations Manager
to join the Operations Department at Badger to deliver a consistent and high-quality
patient care service, ensuring a culture of patient safety and efficiency in
meeting organisational objectives.
The role will support the Head of Operations in delivering
Urgent and Out of Hours service provisions across Birmingham and Solihull, providing
visible and accessible leadership and management to all non-clinical staff
members within the Operations Department.
The
successful candidate will oversee service performance, workforce management,
financial planning, and compliance with healthcare regulations while
maintaining visibility during both In and Out of Hours periods.
They will be responsible for building excellent working
relationships with all staff members, team leaders, management and senior
management to establish and deliver robust operational services.
Additionally,
they will also be responsible for ensuring all performance and quality
indicators are met across contracts with commissioners and representing core
service performance at external meetings.
Main duties of the job
Additionally,
they will also be responsible for ensuring all performance and quality
indicators are met across contracts with commissioners and representing core
service performance at external meetings.
The successful candidate will have strong communications
skills, planning and organisational skills, the ability to work under pressure,
be self-motivated with a high level of commitment, with a willingness to work
flexibly as required.
They will have a great understanding of Data Protection and
Confidentiality, Health & Safety ideally in a Healthcare environment.
Excellent knowledge of Microsoft Word, Excel, PowerPoint and
Outlook is essential and a working knowledge of ADASTRA would be advantageous.
Experience of project management would be an advantage.
The
post holder will also participate on the Senior Management Team on-call rota.
About us
Badger Group is a social enterprise that works with key stakeholders
including NHS Trusts, local authorities, local Councillors & MPs and GPs to
deliver best patient care.
Job description
Job responsibilities
Operational Leadership & Workforce Management
- Provide visible and accessible leadership, ensuring all staff understand their roles and responsibilities.
- Provide effective and visible leadership, direction, and motivation as required to ensure that operations meet planned targets, productivity standards, quality and risk requirements, and patient satisfaction goals. Identify and deliver mitigation plans as required.
- Work alongside Rota team to ensure sufficient rota, shift management and operational support across shifts, including days, evenings, nights, weekends, bank holidays (including Christmas and New Year).
- Ensure service continuity, efficiency, and staff satisfaction through structured work patterns.
- To ensure business continuity plans are in place for all operational services.
Performance & Quality Management
- Monitor, lead and develop existing and new operational contractual performance reporting requirements which meet the needs of the business and our customers and other key stakeholders.
- Oversee non-clinical staff management, ensuring adequate staffing levels while maintaining budget constraints.
- Develop and enforce policies, protocols, and compliance with healthcare standards.
- Support staff training, recruitment, and professional development.
- Ensure effective communication and dissemination of information within the team.
- Support the mobilisation of new services, ensuring appropriate staffing resources to deliver the agreed service specification and key performance indicators.
Service Improvement & Compliance
- Identify and resolve service delivery issues and performance gaps.
- Implement continuous improvement strategies and efficiency savings.
- Ensure business continuity planning for minor and major incidents.
- Work closely with quality teams for governance compliance.
- Respond to complaints and service feedback, ensuring resolutions are managed within set timeframes.
- Participate in on-call manager rota, providing 24/7 operational leadership.
- Ensure that the Organisation complies with all statutory and regulatory compliance and significantly contributes toward the CQC readiness.
Stakeholder Engagement & Communication
- Maintain relationships with external partners, commissioners, and key stakeholders.
- Represent the organisation in meetings, contract reviews, and performance discussions.
- Work collaboratively with local NHS services, GPs, urgent care providers, and social services.
Management of Staff
- Compassionate leadership skills, be astute and have excellent interpersonal skills, which ensure you are able to empower and lead teams to deliver high-quality patient care.
- Lead and support team members through regular briefings, staff meetings, and appraisals.
- Ensure that HR systems and processes are adhered to at all times and work alongside our HR professionals and proactively manage performance, development, and HR-related issues.
- Ensure every member of staff adheres to all organisation policies and procedures and maintains required compliance levels.
- Appraise and performance manage allocated staff members that directly report to this role and ensure that every member of staff within the department is appraised and performance managed accordingly.
- Develop, empower, and enable direct reports and the wider workforce to focus on quality service delivery, performance, training, mentoring, and innovation.
General Duties
- Maintain confidentiality in line with GDPR and Data Protection regulations.
- Adhere to Health & Safety Policies and infection control procedures.
- Ensure accurate record-keeping and reporting of operational and financial data.
- Demonstrate flexibility in work hours and duties to support service needs.
Job description
Job responsibilities
Operational Leadership & Workforce Management
- Provide visible and accessible leadership, ensuring all staff understand their roles and responsibilities.
- Provide effective and visible leadership, direction, and motivation as required to ensure that operations meet planned targets, productivity standards, quality and risk requirements, and patient satisfaction goals. Identify and deliver mitigation plans as required.
- Work alongside Rota team to ensure sufficient rota, shift management and operational support across shifts, including days, evenings, nights, weekends, bank holidays (including Christmas and New Year).
- Ensure service continuity, efficiency, and staff satisfaction through structured work patterns.
- To ensure business continuity plans are in place for all operational services.
Performance & Quality Management
- Monitor, lead and develop existing and new operational contractual performance reporting requirements which meet the needs of the business and our customers and other key stakeholders.
- Oversee non-clinical staff management, ensuring adequate staffing levels while maintaining budget constraints.
- Develop and enforce policies, protocols, and compliance with healthcare standards.
- Support staff training, recruitment, and professional development.
- Ensure effective communication and dissemination of information within the team.
- Support the mobilisation of new services, ensuring appropriate staffing resources to deliver the agreed service specification and key performance indicators.
Service Improvement & Compliance
- Identify and resolve service delivery issues and performance gaps.
- Implement continuous improvement strategies and efficiency savings.
- Ensure business continuity planning for minor and major incidents.
- Work closely with quality teams for governance compliance.
- Respond to complaints and service feedback, ensuring resolutions are managed within set timeframes.
- Participate in on-call manager rota, providing 24/7 operational leadership.
- Ensure that the Organisation complies with all statutory and regulatory compliance and significantly contributes toward the CQC readiness.
Stakeholder Engagement & Communication
- Maintain relationships with external partners, commissioners, and key stakeholders.
- Represent the organisation in meetings, contract reviews, and performance discussions.
- Work collaboratively with local NHS services, GPs, urgent care providers, and social services.
Management of Staff
- Compassionate leadership skills, be astute and have excellent interpersonal skills, which ensure you are able to empower and lead teams to deliver high-quality patient care.
- Lead and support team members through regular briefings, staff meetings, and appraisals.
- Ensure that HR systems and processes are adhered to at all times and work alongside our HR professionals and proactively manage performance, development, and HR-related issues.
- Ensure every member of staff adheres to all organisation policies and procedures and maintains required compliance levels.
- Appraise and performance manage allocated staff members that directly report to this role and ensure that every member of staff within the department is appraised and performance managed accordingly.
- Develop, empower, and enable direct reports and the wider workforce to focus on quality service delivery, performance, training, mentoring, and innovation.
General Duties
- Maintain confidentiality in line with GDPR and Data Protection regulations.
- Adhere to Health & Safety Policies and infection control procedures.
- Ensure accurate record-keeping and reporting of operational and financial data.
- Demonstrate flexibility in work hours and duties to support service needs.
Person Specification
Qualifications
Essential
- Minimum GCSE Maths and English grade A-C or equivalent
- Degree or Level 5 equivalent qualification
- Interest in professional development
Desirable
- Level 4 or equivalent experience in Leadership/Management
Person Specification
Qualifications
Essential
- Minimum GCSE Maths and English grade A-C or equivalent
- Degree or Level 5 equivalent qualification
- Interest in professional development
Desirable
- Level 4 or equivalent experience in Leadership/Management
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
