Operational Services Manager

Job description

Job responsibilities

Role Summary

The post holder will be responsible for the day to day operational management of the Neurology service. This includes supporting the Clinical Business Manager in the delivery of all performance targets, including waiting time targets, contracted activity levels, finance, and taking an active lead in certain Trust wide or divisional transformation projects.

Support the divisional strategy by developing and redesigning services to ensure that excellent quality of care is provided to patients and the public, utilising resources as effectively as possible.

Key Responsibilities

Performance Management and Planning

Identify and resolve any operational issues that may arise.

Support the Divisional Manager and Clinical Business Manager in the implementation of strategy and service development and redesign.

Lead certain activities within the Trust and/or Divisional Transformation projects as required

Provide operational and transformation support to key corporate functions within the Trust, specifically The Patient Access Centre

To manage service development projects as directed by the Divisional Director of Operations, Divisional Manager and Clinical Business Manager

Participate in the divisional sit rep and cross organisational information gathering and submission and attend bed meetings as required. Act as an escalation for bed management team and liaise with external organisations when delays identified with transfers to other hospitals.

Provide complex information regarding performance in a motivational manner which encourages collaborative working in order to deliver against targets.

Participate in monitoring and maintaining compliance with relevant CQC standards

Be responsible for the production of business cases to support service developments and improvements in operational performance.

Deliver and monitor key performance indicators at specialty level, attending Divisional operational and performance meetings.

Provide operational leadership and support to identified sub-specialities, including pathway development, service improvement and ensuring robust Data quality KPI.

Support the Divisional Director of Operations and Divisional Manager in identifying and delivering Cost Improvement Plans (CIP) in the Division

Introduce and put into practice new or revised policies in defined areas of responsibility.

Take a lead with support from the Divisional Manager and Clinical Business Manager in capacity management planning, including devising activity plans.

Support the Divisional Manager and Clinical Business Manager to develop capacity and demand models and plans, identifying the resources required to deliver those plans and associated risks

Liaising with the Executive team to monitor progress against delivery of Divisional activity plans.

To continually seek input from service users to be used to influence change.

Provide general managerial advice and guidance throughout areas of responsibility

Support Departmental heads with business cases and service developments as required.

Develop supportive partnership relations to ensure good quality delivery of service in satellite sites

Take the lead on operational performance, ensuring delivery of KPIs, delivering the communication to the senior Trust team.

Provide advice, guidance and direct support to the Divisional Operational Manager

Financial Management

Contribute towards the procurement and maintenance of all physical assets, reporting to the Clinical Business Manager.

Contribute to the development of annual budgets, identifying potential opportunities to generate additional income or to reduce expenditure.

Has delegated budget authority and responsibility for specified areas.

Support Clinical Business Manager, devising and developing service level agreements for the Division and its partner sites.

Support the Divisional Manager, to ensure that the Division has effective systems in place for recouping all income generated from internal and external sources.

Information Management

Take shared responsibility for all aspects of IT within the Division.

Support the division by working in collaboration with IM&T

Governance

Ensure that services are delivered within established quality parameters, identifying where improvements are necessary to increase the quality of care delivered to patients.

Lead on specific quality initiatives as directed by the Divisional Manager and Clinical Business Manger.

Responsible for identifying potential risks within areas of responsibility, and where appropriate, ensuring that these risks are added to the Divisional Risk Register.

Ensure that all relevant policies and procedures governing the safety of patients, staff and others are implemented and adhered to within the Division.

Contribute to improvements in the quality of care provided to patients

Undertake investigations and respond to complaints appropriately within agreed timescales, meeting with the Trust complaints manager and patients.

Coordinate and manage the Divisional Complaints process and procedure including undertaking local resolution meetings.

Ensure patients needs are central to service delivery and appropriate and timely information is provided to patients and their families, with an emphasis on meeting multi-cultural requirements in line with the Trusts Equity and Diversity Policy.

Ensure communication and regular engagement with patients is undertaken and information shared across the Trust.

Prioritise and plan an unpredictable workload with frequent interruptions, ensuring deadlines are met within agreed timescales and where there is a frequent requirement for concentration.

Review systems and processes by which patients and the public access the service to ensure that we continually strive to improve the experience of patients.

Participate with clinicians and clinical teams to help develop protocols and pathways to improve service delivery.

To strive to improve the productivity and efficiency of all services within the Division.

Human Resources

To line manage defined groups of staff and be responsible for the function of the areas managed.

Ensure that all staff has a personal development plan.

Ensure that all staff attends corporate mandatory training on an annual basis.

Responsible for the recruitment, selection and retention of staff within areas of responsibility in accordance with Trust policy and procedures.

Responsible for managing sickness absence within areas of responsibility ensuring that Trust policy is applied rigorously.

Advise staff on human resource issues in line with Trust policy, dealing with grievances and disciplinarians.

Participate in developing a supportive culture which reflects the principles and standards of Improving Working Lives.

To ensure that all relevant Trust policies and procedures governing the management of staff are effectively implemented and adhered to.

To regularly engage with staff to review how effective they are working as a team, seeking input on how things could be done better and more effectively.

To inspire and motivate staff.

Support the Divisional Manager and the Clinical Business Manager in the review of workforce structures to ensure they are best placed to deliver services effectively and efficiently

Research/Audit

Develop internal departmental quality assurance measures to validate the quality of services within the Division.

Leadership

Work on own initiative to implement improvements in quality and efficiency of the Division.

Deputies for the Clinical Business Manager at meetings and other appropriate management duties as required.

Represent the Neurology Division at appropriate committees and meetings

Ensure a supportive learning environment, providing credible direction enabling staff to develop.

Person Specification

Qualifications

• Educated to degree level or equivalent experience
• Relevant management or leadership training / qualification
• Evidence of recent, applicable CPD.

• IHRIM qualification or relevant experience.

Experience

• Experience of working in a patient care environment at a supervisor or management level
• Comprehensive knowledge and understanding of NHS targets and key performance indicators.
• Knowledge & understanding of the application of NHS national guidance
• Understanding and experience of NHS Governance agenda and processes (including litigation, complaints process and risk management)
• Knowledge & understanding of the NHS and Trusts objectives & priorities
• Knowledge and understanding of the NHS Corporate functions and requirements, for example IG, GDPR and Data quality
• Knowledge of planning and organisation of services, using a systematic and logical approach
• Experience of delivering service development or change management
• Experience of report writing and development of business cases.
• Experience of policy development
• Proven experience of successful leadership and ability to develop good and effective employee relations
• Experience in managing a diverse range of staff groups
• Knowledge and experience of HR policies and processes including recruitment, selection, appraisal, performance management etc.
• Experience in completing time sheets or SVLs
• Experience of analysing budget statements and developing CIP plans
• Effective interpersonal skills with the ability to deal with complainants and aggression face to face
• Highly developed time management skills with the ability to continually review and prioritise workload whilst dealing with competing demands
• Proven ability to achieve deadlines
• Highly developed planning and organisational skills
• Excellent communication and presentation skills to provide and receive highly complex, highly sensitive and contentious information and the ability to influence a wide audience.
• Strong negotiation, motivational and influencing skills
• Able to develop good working relationships and build credibility with a wide range of professionals
• Ability to analyse complex contractual and performance data to identify trends and areas for further improvement
• Analytical and problem solving skills
• Ability to work as part of and lead multi-disciplinary teams
• Ability to manage a team of staff, communicating effectively, motivating and influence teams and individuals.
• Innovative thinker and problem solver with an ability to assimilate different views and opinions
• Able to demonstrate logical thought processes
• Ability to work autonomously and make informed decisions based upon the information available
• Ability to deliver whilst working under pressure
• Ability to work across operational boundaries
• Ability to maintain confidentiality
• Excellent IT skills
• Able to work across sites.

• Project Management Experience.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.

Employer details

Employer name

The Walton Centre NHS Foundation Trust

Address

The Walton Centre

Lower Lane

Liverpool

L9 7LJ

https://www.thewaltoncentre.nhs.uk/