Job responsibilities
Role Profile
Job Title: Head of Operations
Grade: KFM Senior Management C (SMC)
Department: Managed Services
Reports to: Director of Managed Services
Key Accountabilities
- Leadership: Provide effective operational, budgetary, and strategic leadership across the named operational services.
- Collaboration: Foster a collaborative approach across KFM to meet customer needs.
- Stakeholder Management: Maintain strong stakeholder relationships across technical services.
- Quality & Safety: Ensure operational services meet required quality, patient safety standards, and performance targets.
- Continuous Improvement: Lead a continuous improvement approach to service delivery.
Role Dimensions
- Budget Management: Accountable for Technical Services operating budgets.
- People Management: Directly manage 6 staff, with a total team of 90 WTE.
Key Relationships:
- Technical and Operational Managers
- KFM Management and Senior Leadership Teams
- General Managers, Heads of Nursing, Clinical Directors
- Medical Engineering
Duties & Responsibilities
1. Operational Management
- Provide effective and visible leadership in delivering operational services.
- Collaborate with Technical and Operational Managers to ensure services meet customer needs and deliver high quality.
- Ensure effective performance monitoring processes are in place, including agreeing on indicators and developing measurement mechanisms.
- Partner with departments like Medical Engineering and Procurement to deliver seamless services and resolve complex issues.
- Manage budgets effectively, implementing cost improvement plans and ensuring resources are used efficiently.
- Ensure Technical and Operational Managers manage medical equipment in line with agreed processes and governance.
- Ensure staff are appropriately trained and competent to meet relevant standards.
2. Staff Management
- Manage the Technical and Operational Managers/Lead Technologists.
- Oversee recruitment, retention, workforce reviews, and succession planning.
- Ensure staff induction programs meet required standards and are effectively implemented.
- Ensure workforce competency programs are in place, delivered, and evaluated for effectiveness.
- Implement and manage HR processes within each service area, including performance management, sickness and absence management, mandatory training, appraisals, and personal development plans.
- Support direct reports in managing performance-related issues promptly and appropriately.
3. Training Responsibilities
- Ensure Technical and Operational Managers have systems to monitor education and training, ensuring staff development and competency achievement.
- Share evidence-based best practices and learning from other areas to enhance roles within healthcare settings.
4. Leadership
- Provide clear, visible, responsive, and professional leadership to service areas.
- Foster an inclusive, supportive, and empowering environment for staff development.
- Encourage a professional attitude, embedding a culture of excellence and exceptional customer care.
- Review and improve processes, procedures, and working practices to optimise workforce efficiency and flexibility.
- Ensure adherence to policies, protocols, and procedures.
- Maintain effective communication and professional relationships internally and externally.
- Promote a culture of openness, transparency, and candor, addressing concerns promptly.
- Support Technical and Operational Managers in ensuring well-led technical services with appropriate expertise.
5. Strategic Direction
- Develop a high-performing, sustainable workforce to meet short-, medium-, and long-term customer needs.
- Analyse performance in technical areas, developing strategies and business plans aligned with organisational objectives.
- Contribute to strategic and business plans for KFM and the Managed Services Directorate.
- Anticipate client requirements, communicate concerns and opportunities to colleagues, and drive continuous improvement.
- Work in partnership with King's College Hospital NHS Foundation Trusts to reduce costs, ensure value for money, and maintain quality and safety.
6. Governance
- Identify and manage risks to service delivery, ensuring comprehensive risk assessments and regular updates to the risk register.
- Ensure governance processes are in place, including clinical, financial, staff, audit, and information management.
- Ensure performance indicators are reported accurately in scorecards and internal/external reports.
- Contribute to guideline development, ensuring policies and procedures are up to date and compliant with NHS or legislative changes.
- Support investigations into complaints/incidents/PALS inquiries, using findings to improve and learn within the service.
- Ensure incidents, including serious untoward incidents, are investigated appropriately and reported to the Trust risk review group when necessary.
7. Personal Professional Development
- Maintain personal and professional development in line with local/national requirements, attending mandatory study sessions as needed.
- Stay updated with KFM and Trust guidelines and protocols.
General Responsibilities
Other Duties:
This job description provides an overview of the key duties and responsibilities but does not list all relevant tasks. Additional duties may be assigned as necessary.
Professional Standards:
All staff must comply with the KFM Staff Code of Conduct and demonstrate the companys Values and Behaviours. Senior Managers must also adhere to the Nolan principles of public accountability. Staff in recognised professions must work to their respective professional standards and Codes of Practice.
Client/Customer Service:
High standards of customer service are expected at all organisational levels. Employees are responsible for providing exceptional service and working together to deliver continuous improvements cost-efficiently.
Health & Safety:
The post holder is responsible for their own health, safety, and well-being, as well as that of colleagues, visitors, and patients within the hospital. This includes any specific risk management or clinical governance accountabilities associated with this post.
Policies & Procedures:
Observe the rules, policies, procedures, and standards of KFM and its partners/clients where relevant, as well as all statutory and professional obligations.
Equal Opportunities and Dignity at Work:
KFM is committed to achieving an inclusive and diverse workforce with equal opportunities and access for all. The aim is to create a working environment free of bullying, harassment, victimisation, and unlawful discrimination, promoting dignity and respect for all.
Confidentiality and Data Protection:
Employees must maintain confidentiality at all times, adhering to policies on confidentiality and data protection. The use of person-identifiable information must be fair and lawful, governed by the Data Protection Act 2018, and disclosed only to authorised persons or organisations.
Personal Development:
The post holder is responsible for their own personal development, with management support, and is expected to contribute to the development of colleagues. Participation in the annual Performance Appraisal and Development Review process is mandatory, with all staff having SMART objectives and a personal/professional development plan.
No Smoking Policy:
KFM supports public health goals, including reducing smoking. Staff working on hospital grounds must adhere to no smoking instructions and only smoke in permitted areas.
Person Specification
Education and Qualifications:
- Educated to Master's degree level or equivalent experience in a relevant healthcare field or healthcare management/leadership.
- Management qualification, professional training, or equivalent knowledge acquired by experience.
- Evidence of continual learning.
Knowledge & Experience:
- Significant management experience in a senior role within a healthcare setting, particularly in operational management.
- Experience in developing workforce skills and capability.
- Significant experience in budget management and cost improvement programs.
- Extensive experience in service delivery, service improvement, and stakeholder engagement.
- Experience in managing risk, governance, and continuous improvement projects.
Skills & Abilities:
- Ability to work constructively with internal and external partners in a changing environment.
- Excellent interpersonal and influencing skills, with the ability to gain the confidence of stakeholders.
- Effective negotiation skills to work with and through others.
- Strategic thinking with the ability to anticipate and resolve problems.
- Decision-making on difficult and contentious issues.
- Experience in delivering successful change programs.
- Proven track record in high-quality, customer-focused service delivery.
- IT literate with a working knowledge of Microsoft applications.
- Strong leadership and influencing skills, with the ability to motivate and lead a team.
- Highly developed planning and organisational skills.
- Ability to work under pressure in a stressful environment.
Personal Qualities & Attributes:
- Inquisitive, "can do" approach.
- Adaptable, flexible, and innovative mindset.
- Inspiring and thoughtful leader.
- Excellent time management skills.
Effective Date: August 2024
