An exciting opportunity has arisen for an Operations Manager to join the Operations Department at Badger to deliver a consistent and high-quality patient care service, ensuring a culture of patient safety and efficiency in meeting organisational objectives.
The role will support the Head of Operations in delivering urgent and out-of-hours service provisions across Birmingham and Solihull, providing visible and accessible leadership and management to all non-clinical staff members within the Operations Department.
The successful candidate will oversee service performance, workforce management, financial planning, and compliance with healthcare regulations while maintaining visibility during both in and out of hours periods.
They will be responsible for building excellent working relationships with all staff members, team leaders, management, and senior management to establish and deliver robust operational services.
Additionally, they will be responsible for ensuring all performance and quality indicators are met across contracts with commissioners and representing core service performance at external meetings.
Main duties of the job
* Provide visible and accessible leadership, ensuring all staff understand their roles and responsibilities.
* Ensure operational targets, productivity standards, quality, risk requirements, and patient satisfaction goals are met, with mitigation plans as needed.
* Work with the Rota team to ensure sufficient staffing, shift management, and operational support across all shifts, including days, evenings, nights, weekends, and bank holidays.
* Ensure service continuity, efficiency, and staff satisfaction through structured work patterns.
* Develop and implement business continuity plans for all operational services.
Performance & Quality Management
* Monitor, lead, and develop contractual performance reporting requirements.
* Oversee non-clinical staff management, ensuring adequate staffing within budget constraints.
* Develop and enforce policies and protocols in line with healthcare standards.
* Support staff training, recruitment, and professional development.
* Ensure effective communication within the team.
* Support the mobilisation of new services with appropriate staffing to meet service specifications and KPIs.
Service Improvement & Compliance
* Identify and resolve service delivery issues and performance gaps.
* Implement continuous improvement strategies and efficiency savings.
* Maintain business continuity planning for incidents.
* Work with quality teams to ensure governance compliance.
* Respond to complaints and feedback within set timeframes.
* Participate in the on-call manager rota, providing 24/7 operational leadership.
* Ensure compliance with statutory and regulatory requirements, contributing to CQC readiness.
Stakeholder Engagement & Communication
* Maintain relationships with external partners, commissioners, and stakeholders.
* Represent the organisation in meetings, reviews, and discussions.
* Collaborate with NHS services, GPs, urgent care providers, and social services.
Management of Staff
* Demonstrate compassionate leadership and excellent interpersonal skills.
* Lead team briefings, meetings, and appraisals.
* Adhere to HR policies and manage performance issues proactively.
* Ensure staff compliance with policies and procedures.
* Appraise and manage performance of direct reports and wider team members.
* Develop and empower staff focusing on quality, performance, training, and innovation.
General Duties
* Maintain confidentiality in line with GDPR and Data Protection regulations.
* Follow Health & Safety policies and infection control procedures.
* Accurately record and report operational and financial data.
* Demonstrate flexibility in work hours and duties to support service needs.
Person Specification
Qualifications
* Minimum GCSE Maths and English grade A-C or equivalent.
* Interest in professional development.
* Level 4 or equivalent experience in Leadership/Management.
Disclosure and Barring Service Check
This post is subject to a DBS check, and a disclosure may be required to ensure suitability for the role.
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