Head of Operations (Primary Care)

PRIMARY RESPONSIBILITIES GENERAL Support the achievement of the Primary Care Alliance CIC's strategic objectives, organisational values and business plan. Work closely with the Chief Delivery Officer and Executive Team to support organisational growth, transformation and future service development. Promote the Primary Care Alliance CIC as a professional, innovative and high-performing GP-led provider organisation. Deputise for the Chief Delivery Officer where appropriate, representing the organisation internally and externally. Undertake any other duties commensurate with the seniority of the role. MANAGING SERVICE DELIVERY: To be part of the senior leadership of the operational team, supporting the Chief Delivery Officer in ensuring safe, effective and sustainable delivery across all Alliance services. To work closely with Service Managers, Clinical Leads, service administration teams and the wider senior management team to ensure the day-to-day efficient and effective operational management of services within the Primary Care Alliance CIC. Develop and embed operational policies, systems and governance that enable the organisation to safely scale and deliver future commissioned services. To ensure issues affecting service delivery are responded to in a timely and proportionate way, ensuring risks are escalated where needed and learning is shared to reduce recurrence. To provide senior operational support and escalation across Alliance services, including urgent issues affecting service continuity, staffing, estates, digital systems or patient safety. Work with Service Managers to ensure services are appropriately staffed, resourced and supported to operate safely across their agreed hours of delivery, including evenings, weekends and bank holidays where relevant. To agree and manage allocated budgets, ensuring budgetary targets are adhered to. To maintain visible leadership across operational sites, including regular attendance at services during operating hours to ensure standards are maintained and teams are supported. To work in conjunction with Clinical Leads and Service Managers to deliver agreed KPIs, quality standards, contractual requirements and outcome measures across all Alliance services. To review performance against plan on a regular basis, ensuring timely action is taken where services are underperforming or risks are identified. To chair regular Service Manager / Operational Delivery meetings, coordinating service activity and supporting collective ownership across the operational team. To provide regular management support to direct reports, setting clear objectives and managing performance professionally and fairly. To lead the operational mobilisation of newly commissioned services, ensuring workforce, estates, digital systems, governance, policies, SOPs and reporting arrangements are in place before go-live. To support the development of an operational structure capable of delivering current services and future growth. To ensure operational performance is monitored against all mandatory, contractual, financial and locally agreed targets. To coordinate service activity across the Alliance, ensuring services are aligned, risks are understood and operational priorities are clear. FINANCE Monitor service budgets, workforce utilisation and productivity, identifying cost pressures and implementing recovery plans where required. Work closely with finance colleagues to ensure services operate within agreed budgets and contractual requirements. Be accountable for the operational performance and financial sustainability of Alliance services, ensuring resources are used effectively and services deliver value for money. Support the Chief Delivery Officer in the development of business cases, mobilisation plans and financial modelling for new and existing services. Identify opportunities for efficiency, productivity and service improvement whilst maintaining quality and patient safety. Ensure robust workforce planning aligns with commissioned activity, balancing productivity, utilisation and financial sustainability. QUALITY & GOVERNANCE Ensure services are designed and delivered in line with best practice, providing safe, effective, high-quality and patient-centred care. Lead operational readiness for Care Quality Commission (CQC) inspections and ensure all regulated activities consistently meet statutory, regulatory and organisational standards. Work closely with Clinical Leads, the Governance Team and Service Managers to ensure effective clinical and corporate governance arrangements are embedded across all services. Ensure robust risk management processes are in place, with operational risks identified, escalated and mitigated in a timely manner. Ensure organisational policies, standard operating procedures and governance frameworks are implemented consistently across all operational services. Oversee the management of incidents, complaints, patient safety concerns and learning events, ensuring appropriate investigation, action planning and organisational learning. Support Service Managers in responding to complaints, ensuring concerns are investigated promptly and opportunities for learning and service improvement are identified. Lead the operational delivery of quality improvement programmes, ensuring audits, patient feedback, incidents and performance data are used to continuously improve services. Work collaboratively with Clinical Leads to review pathways, patient outcomes and operational performance, driving innovation and continuous improvement across the organisation. SERVICE DEVELOPMENT Lead the operational mobilisation of newly commissioned services, ensuring workforce, estates, digital systems, governance, SOPs, reporting and operational processes are fully established before service commencement. Regularly review the performance, activity, quality, budget, efficiency and patient experience of all Alliance services, using operational data to inform service development and improvement plans. Work closely with the Chief Delivery Officer, Executive Team and Clinical Leads to support business cases, service redesign, transformation programmes and future commissioning opportunities. Identify opportunities to improve operational efficiency, productivity, patient experience and financial sustainability across the organisation. Support the transition of new services from mobilisation into business as usual, ensuring robust governance and operational oversight. LEADERSHIP Lead, motivate and develop the operational leadership team, creating a culture of collaboration, accountability, compassion and continuous improvement. Provide visible leadership across all operational services, engaging regularly with clinical and non-clinical teams to build relationships and support high-quality service delivery. Ensure effective communication across the organisation, promoting openness, transparency and shared ownership of organisational objectives. Line manage Service Managers and other direct reports, undertaking regular supervision, appraisals, objective setting and personal development planning. Support workforce planning, succession planning and talent development to ensure the organisation has the operational capacity required for future growth. Work closely with HR to ensure organisational policies are applied consistently and fairly, supporting recruitment, employee relations, attendance management and performance management where required. Ensure appropriate operational management cover is maintained across all services to support safe and resilient service delivery. INFORMATION, PERFORMANCE & DIGITAL Lead the development of operational performance reporting, ensuring timely, accurate and meaningful information is available to support operational and strategic decision-making. Develop and oversee operational dashboards to monitor contractual KPIs, activity, workforce, utilisation, patient experience and quality indicators. Ensure operational data is accurate, validated and used to drive continuous improvement across services. Work with colleagues to optimise the use of EMIS, GP Connect, Lantum, Connected Care, NHS App functionality and other digital systems to improve operational performance and patient access. Promote the use of digital solutions and data analytics to improve service efficiency and patient outcomes. Benchmark organisational performance against local and national standards, identifying opportunities for learning and improvement. RELATIONSHIPS AND STAKEHOLDER MANAGEMENT Build and maintain strong relationships with member practices, Primary Care Networks, commissioners, NHS Trusts, Local Authorities and wider system partners. Represent the Primary Care Alliance CIC professionally at local and system meetings, promoting the organisation and developing collaborative working relationships. Support the Chief Delivery Officer in commissioner and contract management meetings, ensuring contractual obligations are met and opportunities for service development are identified. Develop productive relationships across the organisation, working closely with Clinical Leads, Governance, Finance, HR and Corporate Services. Promote patient and public involvement in service improvement wherever appropriate. Adapt communication style appropriately for a wide range of audiences including clinicians, operational staff, senior leaders, commissioners and Board members. Job description Job responsibilities PRIMARY RESPONSIBILITIES GENERAL Support the achievement of the Primary Care Alliance CIC's strategic objectives, organisational values and business plan. Work closely with the Chief Delivery Officer and Executive Team to support organisational growth, transformation and future service development. Promote the Primary Care Alliance CIC as a professional, innovative and high-performing GP-led provider organisation. Deputise for the Chief Delivery Officer where appropriate, representing the organisation internally and externally. Undertake any other duties commensurate with the seniority of the role. MANAGING SERVICE DELIVERY: To be part of the senior leadership of the operational team, supporting the Chief Delivery Officer in ensuring safe, effective and sustainable delivery across all Alliance services. To work closely with Service Managers, Clinical Leads, service administration teams and the wider senior management team to ensure the day-to-day efficient and effective operational management of services within the Primary Care Alliance CIC. Develop and embed operational policies, systems and governance that enable the organisation to safely scale and deliver future commissioned services. To ensure issues affecting service delivery are responded to in a timely and proportionate way, ensuring risks are escalated where needed and learning is shared to reduce recurrence. To provide senior operational support and escalation across Alliance services, including urgent issues affecting service continuity, staffing, estates, digital systems or patient safety. Work with Service Managers to ensure services are appropriately staffed, resourced and supported to operate safely across their agreed hours of delivery, including evenings, weekends and bank holidays where relevant. To agree and manage allocated budgets, ensuring budgetary targets are adhered to. To maintain visible leadership across operational sites, including regular attendance at services during operating hours to ensure standards are maintained and teams are supported. To work in conjunction with Clinical Leads and Service Managers to deliver agreed KPIs, quality standards, contractual requirements and outcome measures across all Alliance services. To review performance against plan on a regular basis, ensuring timely action is taken where services are underperforming or risks are identified. To chair regular Service Manager / Operational Delivery meetings, coordinating service activity and supporting collective ownership across the operational team. To provide regular management support to direct reports, setting clear objectives and managing performance professionally and fairly. To lead the operational mobilisation of newly commissioned services, ensuring workforce, estates, digital systems, governance, policies, SOPs and reporting arrangements are in place before go-live. To support the development of an operational structure capable of delivering current services and future growth. To ensure operational performance is monitored against all mandatory, contractual, financial and locally agreed targets. To coordinate service activity across the Alliance, ensuring services are aligned, risks are understood and operational priorities are clear. FINANCE Monitor service budgets, workforce utilisation and productivity, identifying cost pressures and implementing recovery plans where required. Work closely with finance colleagues to ensure services operate within agreed budgets and contractual requirements. Be accountable for the operational performance and financial sustainability of Alliance services, ensuring resources are used effectively and services deliver value for money. Support the Chief Delivery Officer in the development of business cases, mobilisation plans and financial modelling for new and existing services. Identify opportunities for efficiency, productivity and service improvement whilst maintaining quality and patient safety. Ensure robust workforce planning aligns with commissioned activity, balancing productivity, utilisation and financial sustainability. QUALITY & GOVERNANCE Ensure services are designed and delivered in line with best practice, providing safe, effective, high-quality and patient-centred care. Lead operational readiness for Care Quality Commission (CQC) inspections and ensure all regulated activities consistently meet statutory, regulatory and organisational standards. Work closely with Clinical Leads, the Governance Team and Service Managers to ensure effective clinical and corporate governance arrangements are embedded across all services. Ensure robust risk management processes are in place, with operational risks identified, escalated and mitigated in a timely manner. Ensure organisational policies, standard operating procedures and governance frameworks are implemented consistently across all operational services. Oversee the management of incidents, complaints, patient safety concerns and learning events, ensuring appropriate investigation, action planning and organisational learning. Support Service Managers in responding to complaints, ensuring concerns are investigated promptly and opportunities for learning and service improvement are identified. Lead the operational delivery of quality improvement programmes, ensuring audits, patient feedback, incidents and performance data are used to continuously improve services. Work collaboratively with Clinical Leads to review pathways, patient outcomes and operational performance, driving innovation and continuous improvement across the organisation. SERVICE DEVELOPMENT Lead the operational mobilisation of newly commissioned services, ensuring workforce, estates, digital systems, governance, SOPs, reporting and operational processes are fully established before service commencement. Regularly review the performance, activity, quality, budget, efficiency and patient experience of all Alliance services, using operational data to inform service development and improvement plans. Work closely with the Chief Delivery Officer, Executive Team and Clinical Leads to support business cases, service redesign, transformation programmes and future commissioning opportunities. Identify opportunities to improve operational efficiency, productivity, patient experience and financial sustainability across the organisation. Support the transition of new services from mobilisation into business as usual, ensuring robust governance and operational oversight. LEADERSHIP Lead, motivate and develop the operational leadership team, creating a culture of collaboration, accountability, compassion and continuous improvement. Provide visible leadership across all operational services, engaging regularly with clinical and non-clinical teams to build relationships and support high-quality service delivery. Ensure effective communication across the organisation, promoting openness, transparency and shared ownership of organisational objectives. Line manage Service Managers and other direct reports, undertaking regular supervision, appraisals, objective setting and personal development planning. Support workforce planning, succession planning and talent development to ensure the organisation has the operational capacity required for future growth. Work closely with HR to ensure organisational policies are applied consistently and fairly, supporting recruitment, employee relations, attendance management and performance management where required. Ensure appropriate operational management cover is maintained across all services to support safe and resilient service delivery. INFORMATION, PERFORMANCE & DIGITAL Lead the development of operational performance reporting, ensuring timely, accurate and meaningful information is available to support operational and strategic decision-making. Develop and oversee operational dashboards to monitor contractual KPIs, activity, workforce, utilisation, patient experience and quality indicators. Ensure operational data is accurate, validated and used to drive continuous improvement across services. Work with colleagues to optimise the use of EMIS, GP Connect, Lantum, Connected Care, NHS App functionality and other digital systems to improve operational performance and patient access. Promote the use of digital solutions and data analytics to improve service efficiency and patient outcomes. Benchmark organisational performance against local and national standards, identifying opportunities for learning and improvement. RELATIONSHIPS AND STAKEHOLDER MANAGEMENT Build and maintain strong relationships with member practices, Primary Care Networks, commissioners, NHS Trusts, Local Authorities and wider system partners. Represent the Primary Care Alliance CIC professionally at local and system meetings, promoting the organisation and developing collaborative working relationships. Support the Chief Delivery Officer in commissioner and contract management meetings, ensuring contractual obligations are met and opportunities for service development are identified. Develop productive relationships across the organisation, working closely with Clinical Leads, Governance, Finance, HR and Corporate Services. Promote patient and public involvement in service improvement wherever appropriate. Adapt communication style appropriately for a wide range of audiences including clinicians, operational staff, senior leaders, commissioners and Board members.