Operational Support Manager

Job summary

The Operational Support Manager (OSM) is a pivotal role within Practitioner Performance Advices Case Advice team. The post holder will ensure high quality service delivery through the provision of proactive operational support to a regional team of Advisers. You will play a key role within the management team of Case Support, taking line manager responsibility for an admin support team of three and working with key information to take evidence-based operational decisions that positively contribute to service delivery.

In addition to owning a wide range of business critical areas, you will also need to be committed to the pursuit of operational excellence and be motivated by the aim to continuously improve. Given this is a one year fixed term post to cover maternity leave, you will be expected to hit the ground running and establish yourself as a credible presence within the function and regional team, so that you are well positioned to influence and achieve results.

Main duties of the job

The Operational Support Manager leads on a number of business critical areas of focus, including but not limited to:

Providing comprehensive operational management support for a regional team of Advisers to enable them to focus on service delivery and activities of most value, including case advice, service improvement and the effective running of the regional team. This involves the timely provision of responses to Adviser requests and by having established systems in place to service the regional team.

2. Deliver effective operational oversight of the function by having access to in-depth, real-time information about various aspects of regional team performance, including that which is related to service provision (KPIs) and service improvement. The role will also include line management of Administrative Support Officers who are responsible for supporting administration processes within the function.

3. Supporting proactive and meaningful relationship management between Advisers, users and stakeholders, which facilitates the collection of intelligence and flow of information across the service, with the intention of increasing understanding of the external environment and informing efforts to continuously improve the service for users and stakeholders.

4. Providing project management support for regional team improvement projects, ensuring that regional teams remain engaged and deliver on project commitments.

About us

At NHS Resolution (NHSR), we pride ourselves on recruiting talented individuals from a wide array of professional backgrounds. While many of our team members come from the NHS, we also welcome expertise from insurance companies, legal firms, technology sectors, and everything in between. Our commitment to diversity means we value the unique perspectives and experiences that individuals from all walks of life bring to our organisation. By fostering an inclusive environment, we ensure that our team reflects the rich diversity of the communities we serve.

We are NHS Resolution, an arms length body operating under the Department of Health and Social Care. At our core, we specialise in claims management, dispute resolution, and knowledge sharing within the NHS. Our purpose is to provide expertise to the NHS to resolve concerns fairly, share learning for improvement and preserve resources for patient care. We have over 830 employees across the UK

Please see our careers site for further details about us