Operations Manager

Job description

Job responsibilities

KEY DUTIES

Communication and Relationships

Develop an excellent client (key decision makers) and trainee / service relationship; managing client, trainee and service expectations within the framework of a Service Level Agreement and agreed key performance indicators (KPIs).

Acts as an advocate for the service; be the key point of contact with the client, other stakeholders and develop any opportunities for potential new clients.

Discuss complex and sensitive queries with staff, clients and trainees; discuss relevant issues with clients and trainees, which may be contentious, provide advice on complex legislative and corporate issues; negotiates with clients over service issues, as required.

Production and delivery of reports and presentations.

Ensure service engagement strategy fully implemented both with the teams responsible for and with clients/trainees/hosts.

Analysis and Judgement

Works with the Assistant Director of HR to determine services to tender for, taking account of funding and human resources.

Have a thorough understanding of the performance of each NHS E Region account, including performance against the Service Level Agreement, any associated key performance indicators and be able to analyse the impact they will have on the client / trainees / hosts / service, including identifying effectiveness and efficiencies.

Interpretation of data and analysis of information to inform client / trainee / host / service.

Ensure the performance report is produced every month for the clients and Lead Employer, with a summary report once a year. Produce analysis of KPIs, impact and action information on a client-by- client basis.

Comparison and contrasting of information in relation to previous information.

Through the Team Managers, ensure legal and customer deadlines/ priorities are met.

Reduce error rate for the teams you are responsible for .

Benchmarking against competitor services.

Ensure monthly performance reports are made available for stakeholders both internal and external and support the Head of Operations at stakeholder meetings as appropriate.

Work closely with the Head of Operations to utilise intelligence from the service query log system and client /trainee / host evaluation to inform /improve the client / trainee / host / service relationship.

Thorough understanding of complex data and statistics for monthly and annual returns.

Planning and Organising

Undertakes strategic planning to ensure service meets requirements with the Assistant Director of HR and the Head of Operations.

Understand the short and long-term challenges of the service.

Plans to ensure weekly, monthly, quarterly and annual timetables are met, including all returns being completed within the relevant timescales and legal requirements and visits from auditors are fully accommodated within the services diary/schedule.

Plan and prioritise key areas of work, identifying any areas of risk with the Head of Operations

Ensure Risk Log maintained within the team.

Leads on projects for the service, as determined by the Head of Operations.

Physical Skills and Effort

Standard keyboard/use of computer packages.

Patients/Clients/Customers

Manage an existing, defined Client account portfolio of high, medium and low-level categories of complexity.

As well as supporting the Head of Operations at Client meetings, holding regular review meetings with clients (decision makers).

Cover a wide client base to create comprehensive coverage.

Resolve any client / trainee / host issues and escalate when necessary. Feeding back all suggestions for improvement to the Head of Operations.

Provide specialist advice to Team Managers and staff in respect of operational issues affecting Service Delivery and to deal with complex queries ensuring a timely resolution, escalating when necessary.

Ensure quality assurance is incorporated in all processes and compliance is checked through the compliance audit programme.

Ensure the teams you are responsible for maintain an issue log and use this to inform the learning programme for the team.

Line manages teams; setting and maintaining performance targets, which are aligned to the service objectives.

Investigations lead on complaints about the service, providing feedback to complainants and implementing any necessary change(s) to improve the service.

Policy and Service Delivery

Strong contributor to key business objectives of the service and support the Assistant Director of HR and the Head of Operations with the management of clients / trainees / hosts.

Play a key role in winning new business and have an overall understanding of the budget implications of their actions. Understand and realise commercial opportunities.

Understand their part in the service value stream and apply any changes in conjunction with the Head of Operations.

Suggests changes to Lead Employer policies and procedures within the service in line with best practice and legislative changes.

Responsible for ensuring staff are working to Standard Operating Procedures through the compliance audit process.

Financial Responsibility

Authorised signatory for signing off relevant budget and expenses including overtime and bank working.

Develops and monitors budgets with regards to the service and provide advice as required.

Proficient in the formal tendering process with a thorough understanding of Standing Financial Instructions.

Produce comprehensive monthly KPI reports for clients.

Manages any additional service requests and variances, ensuring profit margins are maintained.

Leadership and Training

Some training responsibilities in relation to the service within the scope of the Service Level Agreement.

Manages the delivery of teaching and development programmes to improve the performance of the service for the client / trainee / host / service.

Support the Head of Operations and the Team Managers with the day-to-day management, including recruitment (or assisting with recruitment) appraisal, discipline, training and delegation.

Make presentations to Clients, trainees / hosts and/ or staff at all levels.

Leads and manages designated teams, including performance management, feedback, coaching, training and counselling.

Professional Responsibilities

Maintain professional registration to CIPD as required.

Adhere to the relevant Code of Practice of the professional body.

Adhere to all statutory regulations.

Adhere to Standing Financial Instructions

Record Keeping, Information Technology and Governance

Responsible for information systems relevant to the client / trainee / host relationship e.g, portal for client information, marketing materials and keeping it up-to-date.

Participate in the service compliance audit programme, ensuring teams are fully compliant with the processes.

Create and maintain accurate records and documents (paper/electronic) in line with documentation/confidentiality guides.

Financial Instructions and in accordance with agreed policies and procedures.

Proficient in the Microsoft suite of software.

Responsible for ensuring that all changes to legislation and terms and conditions are actioned in a timely manner.

Ensure all statutory returns are made.

Maintain active action register capturing all audit and control assurance actions.

Work to the NHS document management framework.

Research and Development

Develop, implement and participate in surveys and audits relevant to the service and report on findings/actions within the client performance report.

Decision Making and Autonomy

Lead specialist for the client / trainee / host / service relationship / partnership and teams.

Physical Skills and Effort

Light physical effort.

Mental Effort

Concentration required for negotiations, meetings, checking documents and analysing statistics, interruptions to deal with client / trainee / host issues.

High volume of work at peak times

Emotional Effort

May be exposed to emotional situations e.g. Client/ staff /trainee issues.

Maintains a calm professional approach at all times.

Working Conditions

Regular and prolonged VDU use.

Office conditions.

Some off-site working, which will require travel.

Occasional risk of challenging behaviour from clients and trainees.

Person Specification

Qualifications

Essential

• Educated to degree standard/NVQ Level 6 or 7 or equivalent level of experience
• Membership of relevant professional body or able to gain membership through continuous professional development evidence
• Demonstrable evidence of commitment to continuous professional development

Knowledge & Experience

Essential

• Ability to undertake detailed data analysis and interpretation, to recommend solutions to improve business performance and client issues and measure outcomes/ success/ impact of initiatives.
• Substantial experience of end-to-end process as it relates to the service, including statutory requirements ideally within NHS
• Previous experience of working at a management level in a customer service driven environment, including managing client relations.
• Experience of stakeholder management, including managing expectations of service delivery and delivering continuous improvement.
• Experience of managing people, including recruitment, effective utilisation of staff, performance management and development
• Experience of working effectively with the required IT systems , including ESR and Microsoft Office (Excel, PowerPoint, Word etc.) and able to demonstrate the benefits to the service of such systems.

Desirable

• Proven capability in financial and budget management
• Knowledge of the principles of project management.
• Experience of successfully leading and working within a team to deliver projects and objectives to time and budget.
• Experience of developing and implementing service improvement plans.

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.

Employer details

Employer name

Mersey and West Lancashire Teaching Hospitals NHS Trust

Address

Jubilee Court

Waterside

St Helens

WA9 1TT

Employer's website

https://www.merseywestlancs.nhs.uk/ (Opens in a new tab)