Job overview
PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY WELSH AMBULANCE SERVICE TRUST.
The post holder will be directly responsible to the Executive Director of Operations and will provide support to the Executive Director and the senior leadership team working collaboratively with the directorate’s Business Support Managers.
The post holder will be required to lead and coordinate operational planning and provide advisory support on work streams and business requirements within the directorate to the Executive Director. The post holder will be responsible for the design and writing of all Board, Executive and other Committee papers for the Executive Director.
The post holder will play a vital role in the coordination and delivery of clinical and operational governance across the directorate, as well as lead their own pieces of work to realise any number of benefits, which will include but not be limited to financial savings, performance improvement and/or enhance patient experience and outcomes.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
Main duties of the job
Operations Support Manager – Main Duties (Summary)
Supports the Executive Director of Operations, leading operational planning and key work streams. Produces Board/Executive papers and coordinates clinical and operational governance. Leads projects that deliver service improvements, financial efficiencies, and better patient outcomes.
Maintains strong communication across the directorate, representing the Executive Director at meetings and presenting complex information clearly. Builds effective relationships with staff, unions, partners, and stakeholders.
Manages service delivery through policy development, performance reporting, risk identification, and change management. Analyses complex data, prepares business cases, and ensures consistent use of financial, quality, and management information.
Supports service development by investigating incidents, responding to complaints, maintaining risk registers, and ensuring emergency/business continuity plans are understood.
Provides leadership, line management, and support with recruitment, investigations, and workforce matters. Participates in Tactical/Silver on‑call, making operational decisions during incidents.
Working for our organisation
#RemarkablePeople
Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world-class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient-facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.
The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under-represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.
Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.
In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.
Detailed job description and main responsibilities
You will be able to find a full Job Description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac.
Person specification
Qualifications and Knowledge
Essential criteria
* Masters level qualification in a relevant subject or equivalent experience working at a senior level in a service delivery environment.
* Highly specialist knowledge of managing within the NHS healthcare setting.
* Highly detailed knowledge and experience of managing capacity, demand and activity.
* Knowledge of managing staff within a healthcare setting.
* Full UK driver’s licence
* Knowledge and experience of project management.
Desirable criteria
* Registered Healthcare Professional.
* Prince 2 or other equivalent project management qualification
* Current Tactical Command qualification.
Experience
Essential criteria
* Extensive previous experience working in health or public services.
* Demonstrable achievement in management healthcare services
* Substantial experience of inter-agency working between ambulance and other emergency services
* Management of resources with a good track record of change management, efficiency savings and financial recovery planning
* Experience of developing and maintaining effective partnerships with stakeholders in the redesign of services
* Experience of project management and imaginative planning
* Experience in managing a diverse team.
* Experience of successfully managing change, translating strategy to operational plans and tactics
* Evidence of professional leadership, leading to innovation in practice
* Evidence of continuing professional development
* Experience in complaint management
* Experience in audit/benchmarking
* Standard keyboard skills
Desirable criteria
* Experience in workforce planning
* Experience in research and development
* Experience in modernising services without additional resources
Skills and attributes
Essential criteria
* Ability to present highly complex and emotive information clearly and openly with staff
* An open and facilitative style of leadership which can be adapted when necessary to ensure delivery of objectives
* Able to hold professionals and peers to account.
* Ability to see tasks through to completion, and evaluate effectiveness and impact opportunity
* Good performance management skills combining clarity around expectations, direction and holding others to account.
* Highly effective negotiation and influencing skills, to achieve desired outcomes with internal and external stakeholders.
* Ability to gather, analyse and interpret performance and financial information.
* Excellent numerical and presentational skills.
* Ability to make calm and rational decisions in the face of adversity
Desirable criteria
* Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh
* An understanding of effective systems for integrated governance and the management of clinical and non-clinical risks.
* Strong analytical skills with ability to consider wider picture