Head of Operations – Enhanced Care Services
Founded in 2015 by two Emergency Medicine Doctors, Enhanced Care Services has developed into a well‑regarded, clinically‑led organisation with high standards and a clear focus on ‘doing it right’. Initially delivering enhanced and critical care at events, ECS now provides medical cover to a wide variety of events each year, urgent and emergency care across ambulance operations and its clinical hub, and education & training from first aid to specialist courses. From our bespoke Hub in Southampton we have a national reach, with extensive activity across London and the South of England.
Role Summary
The Head of Operations (HOO) is a senior leadership role reporting directly to the Managing Director. The HOO will be accountable for service delivery and contract management of operations across ambulance, event and education activity, maintaining and developing effective partnerships with emergency service partners and key stakeholders. The HOO will provide visible, credible leadership that promotes the values of ECS and demonstrates a commitment to the organisational strategy and culture, particularly focusing on driving quality across efficient and effective service delivery, and facilitating the strategic direction of the business within operations.
About You
* Passionate about the delivery of high‑quality operations, with a keen eye for detail and the ability to communicate effectively with a wide range of stakeholders.
* Enjoys navigating areas of uncertainty, exploring potential opportunities to provide solutions to clients in a rapidly developing organisation across a changing healthcare landscape.
* Multi‑tasking and leading a team to become increasingly efficient, driving constant learning and development to continually improve service delivery.
* Upholds standards and works hand‑in‑hand with people, becoming an integral part of #TeamECS.
Duties and Responsibilities
Leadership
* Promote the vision, values and objectives of ECS and demonstrate commitment to the organisational strategy and culture.
* Provide visible leadership to the operations team.
* Demonstrate that fairness and respect are central to excellent leadership behaviours and influence others to do the same.
* Establish a supportive, fair and open culture that encourages the team to meet required performance and clinical standards.
* Commit to continuously improving own skills and behaviours to deliver improved patient outcomes and service delivery.
Service Delivery & Contract Management
* Ensure all services are patient‑focused and of high quality, optimising the resources available.
* Develop a high‑performing operations team held accountable in terms of delivery and clinical outcomes.
* Accountable for effective delivery of all operations, including workforce, fleet, logistics, equipment, medicines and scheduling.
* Accountable for maintaining operational performance within scope of influence, including tendering and mobilisation of operational contracts.
* Accountable for contract compliance against predetermined key performance and quality indicators.
* Report internally and externally on contract performance and compliance as required.
* Hold and responsibly manage the delegated operational budget in accordance with ECS Financial Instructions and Scheme of Delegation.
* Establish and maintain close working relationships with external partners to foster effective collaborative working and contract management.
* In partnership with the Executive Leadership Team, liaise with other healthcare providers, organisations, customers and commissioners to facilitate effective and safe service delivery.
* Be responsible for assessing and managing risk in line with ECS Policy, including maintenance of the risk register for operational activity.
* Develop and create reports on operations activity that can be shared and interpreted by internal and external stakeholders.
* Attend/chair internal and external meetings representing ECS.
* Manage complaints and oversee incident investigation and reporting procedures, ensuring clear communications in a constructive manner.
* Participate in an on‑call rota as the company duty manager, providing a single point of contact for staff and external partners to report urgent issues or escalations.
People Management
* Responsible for line management of Ambulance Operations, Event Operations, Education & Training, Fleet, Equipment and Logistics Leads.
* Provide senior line management for all staff within operations, providing a point of escalation for people management requirements.
* Ensure all staff within operations are aware of and understand ECS policies and procedures.
* Facilitate a positive culture of openness, learning and wellbeing.
* Support recruitment and selection activity.
Quality Improvement & Organisational Development
* Engage with all ECS teams to ensure work streams meet their objectives, actively involving stakeholders where appropriate.
* Develop and implement policy within operations.
* Support ongoing organisational development, including development of policies and procedures to guide practice.
Seniority Level and Employment Type
* Seniority level: Executive
* Employment type: Full‑time
* Job function: Management and Manufacturing
* Industry: Hospitals and Health Care
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