Directorate Operations Manager

Job responsibilities

DUTIES AND RESPONSIBILITIES

1. Service/operational management

• Provides operational management support for all services within directorate, working closely with the clinical service manager, clinical director and clinical leads, departmental heads and divisional management team.
• Implements effective and appropriate performance management systems and processes to ensure delivery of performance targets.
• Ensures that inpatient and outpatient services within the directorate are used to best effect, achieving utilisation targets and driving improvements.
• Provides support to patients, relatives and carers in the delivery of services ensuring best practices are always adhered to.
• Supports the clinical and operational teams with day-to-day operational matters to ensure patient experience remains positive.
• Ensures the implementation of effective and appropriate performance management systems and processes to ensure delivery of both local and national standards.
• Leads services on the performance management agenda by developing and implementing strategies and process changes to ensure recurrent achievement of activity in line with plan. This includes liaison with clinicians to influence working practices to achieve clinically driven improvements.
• Interprets and analyses highly complex data in relation to performance management using Trust software to develop performance management reports.
• Develops own work plan in line with divisional and Trust objectives.

2. Strategic planning, service development and improvement

• Responsible for the interpretation, development and implementation of broad policies and NHS guidance at both directorate and divisional level, when required.
• Plays a key role in service planning and development for the directorate. Develops and implements long term strategic plans for new ways of working and the continued development and improvement of services.
• Ensures that developments and improvements are across entire patient pathway and are in line with directorate, divisional and Trust objectives.
• Ensures patients and relatives have a central role in the development and monitoring of service development projects for which the post holder is responsible.
• Uses and interprets research and audit findings to aid the development of new guidelines and protocols which support service improvements.
• Ensures that regular reports, and project updates are completed using agreed data sources and submitted to the Service Manager for approval as required.

3. Financial management and Business planning

• Takes responsibility and accountability for the efficient management of delegated budget and resources within the directorate.
• Prepares and co-ordinates the development and production of proposals and business cases to support operational improvement, transformational change processes, and efficiency initiatives. Performs complex option appraisals in order to inform the decision-making process, to include redesign of services.
• Ensures compliance with Trusts standing orders and standing financial instructions.
• Ensures organisational procedures are deployed across directorate for control of activities against budget, ensuring that services are delivered within available resources.
• Ensures that services within the directorate work to achieve organisational effectiveness and deliver services within available resources.
• Under the direction of the Service Manager develops schemes and action plans to implement cash-releasing efficiency saving opportunities
• Uses and analyses financial information to ensure there are robust systems for monitoring of budgetary performance under the direction of the Service Manager.
• Identifies and makes recommendations for capital investment programmes.
• Contributes to budget setting for services within the directorate.
• Assists clinical service manager in the negotiation of annual service level agreements / contracts as required, ensuring they meet the needs of the directorate.
• Identifies opportunities for service redesign in line with QIPP strategies.

4. Human resources management

• Responsible as line manager for delegated services in the Directorate
• To work with HR in the redesign of roles to deliver service change, including the development of job descriptions and leading on recruitment processes within Trust policy.
• Provides appraisal/performance review for line managed staff resulting in clearly understood objectives and personal development plans that reflect both the needs of the Trust and the longer-term goals of staff.
• Responsible for the effective attendance, performance and appropriate conduct of staff in areas of responsibility. Takes action under Trust personnel policies (e.g. grievance, disciplinary, capability) where necessary.
• Undertakes formal investigations and presents to panels in line with Trust policy.
• Ensures systems are in place to identify performance concerns and conduct issues and acts to support staff as detailed within Trust policy.
• Ensures that grievances and whistle blowing are treated appropriately and within Trust policies.
• In liaison with HR develop and implement local strategies, using appropriate and innovative approaches to maximise retention and recruitment within own areas of responsibility.
• Contributes to divisional workforce plan as part of business planning process in line with division and corporate HR strategies.

5. Governance, quality and risk management

• Assists service manager and clinical director to lead and set the strategic direction for governance within the directorate, developing a culture where patient safety, quality and excellent care are delivered on a consistent basis.
• Contributes to the implementation of robust systems and reporting structures for monitoring quality, reviewing standards of service delivery, risk management and safe practice ensuring excellence in the management and delivery of all services within directorate.
• Develops plans and promotes risk management throughout the directorate. Ensures systems and processes are in place for the proactive management of risk registers and that remedial action is promptly taken where unacceptable risks are identified.
• Undertakes investigation and management of incidents and complaints. Undertakes root cause analysis and presents findings to executive review group.
• Required to deal with patients and relatives in serious circumstances which may be traumatic, and highly emotive as a result of a serious untoward clinical incident or complaint.

6. Communication

• Maintains a range of highly developed effective communication and working relationships.
• Communicates at the highest level, with respect to highly sensitive and highly contentious information regarding service improvement and development.
• Negotiates, influences, persuades and reconciles conflicting views in a challenging and sometimes hostile environment in a manner that ensures credibility and fosters effective and lasting relationships with colleagues, staff, users and other stakeholders.
• Presents information both formally and informally to, divisional board, senior managers, staff groups and patients.
• Develops and implements processes that support good communications within service areas, the division and the Trust. Encourages collaborative working in order to improve services and performance.
• Ensures that communication mechanisms operate effectively so that a culture is promoted where stakeholders can become involved in influencing and supporting the achievement of quality and performance improvement and patient-focused care.
• Required to communicate unwelcome news, to staff on performance related matters where standards have not been met and work with individuals to develop plans for recovery.
• Employs motivational skills to encourage collaborative working to improve services and performance.

7. Education & training, audit, R&D

• Assists clinical service manager to implement divisional strategies for training and development, lifelong learning and modernising the workforce.
• Ensures training and development plans are in place within directorate and that training needs analyses are regularly reviewed in order to determine optimum staff to deliver present and future services.
• Ensures that line managed staff undertake mandatory training. Audits compliance and takes remedial action.
• Takes responsibility for personal continuing professional development.
• Ongoing requirement to undertake formal investigations, audits and surveys. Evaluates findings, develops and monitors action plans, undertakes remedial action.
• Encourages others to complete satisfaction surveys and develops action plans to address any deficiencies identified.

8. Information resources

• Expected to create and maintain information systems as part of ongoing project and programme management.
• Regularly required to use a variety of software to create performance management and financial reports.

9. General

• Participates in Trust duty manager on call rota.

The above indicates the main duties of the post which may be reviewed in the light of experience and developments within the service. Any review will be undertaken in conjunction with the post holder.

Qualifications

Essential

• First Degree or equivalent experience in management or a clinical profession.
• In depth professional knowledge in financial management, performance management, service improvement, change management and work force redesign, staff management, acquired through training to degree level or equivalent experience.
• Expected to maintain, improve and update professional knowledge and skills and participate in continuing Professional Development
• Post Graduate Qualification or Equivalent experience in relevant subject.

Desirable

• Experience of managing staff from a range of professional backgrounds

Experience

Essential

• Minimum of 3 years proven experience working in an NHS environment and as a manager for the minimum of 2 years
• Considerable understanding and experience of managing complex services, including exposure to solving a range of operational and strategic problems
• Proven track record of leadership, managing operational performance and KPI's
• Track record of delivering against set operational objectives and achieving key performance standards, demonstrating continuous performance improvement.
• Experience of managing large groups of staff and implementing HR strategies and policies.
• Experience of managing budgets.
• Experience of developing business cases and successful project management
• Experience of working in a pressurised and often unpredictable environment

Skills

Essential

• Demonstrates principles and behaviors described within the Christie Commitment
• High level of interpersonal skills both written and verbal,
• Persuasive and facilitative.
• Strong leadership and motivational skills - able to work effectively with a diverse multi-professional team
• Ability to communicate effectively with individuals at all levels and across agencies
• Well-developed political awareness, influencing, negotiation and conflict resolution skills
• A team player who can work effectively with clinical and managerial colleagues
• Highly developed analytical skills and the ability to deduce key points from highly complex data in order to make decisions
• Good presentation skills, ability to prepare and present reports for consideration at Board level

Knowledge

Essential

• Knowledge across a range of clinical areas, the NHS and changes within it
• Knowledge of change management and quality improvement theory.
• Sound knowledge of clinical governance and risk management agendas.
• Knowledge of business planning process and its application in service delivery.
• Understanding of IT systems and appreciation of their application and management in order to ensure effective service delivery

Values

Essential

• Ability to demonstrate the organisational values and behaviours

Other

Essential

• Ability to participate in the management on-call Rota

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).