Operations Manager

Operational Leadership • Oversee the day-to-day operational management of the practice. • Ensure the smooth running of all clinical and non-clinical services. • Monitor operational performance against agreed objectives and KPIs. • Lead service improvement initiatives to improve patient access, patient experience, and operational efficiency. • Support the implementation of new services, pathways, and NHS initiatives. • Deputise for the Practice Manager where required. Workforce Management • Manage reception, administration, secretarial, and support teams. • Ensure staffing levels are maintained to meet service demand. • Lead recruitment, onboarding, induction, and retention activities. • Conduct appraisals, performance reviews, return-to-work meetings, and staff development reviews. • Manage employee relations issues in line with practice policies and employment legislation. • Develop workforce plans to support future service requirements. CQC Compliance and Governance • Lead on CQC readiness and compliance across all key lines of enquiry (KLOEs). • Maintain evidence portfolios to support inspections and audits. • Ensure all policies, procedures, risk assessments, and governance documents remain current and compliant. • Coordinate responses to CQC inspections and action plans. • Support the practices quality assurance framework. • Ensure compliance with NHS England, ICB, CQC, and contractual requirements. Patient Access and Service Delivery • Monitor appointment capacity and patient access performance. • Support implementation of Modern General Practice Access principles. • Ensure effective management of reception and patient-facing services. • Monitor patient feedback, complaints, incidents, and compliments. • Lead actions arising from patient surveys and Friends & Family Test results. • Work collaboratively with clinicians to improve service delivery. Quality Improvement and Performance • Lead operational audits and quality improvement programmes. • Monitor achievement of Quality and Outcomes Framework (QOF) targets. • Support delivery of Enhanced Services and Local Incentive Schemes. • Produce performance reports and operational dashboards. • Analyse activity and demand data to support decision-making. Financial and Contractual Support • Support budget monitoring and financial planning. • Ensure effective utilisation of practice resources. • Assist with contract monitoring and NHS reporting requirements. • Support claims submission and performance reporting relating to enhanced services. • Identify opportunities for operational efficiencies and cost savings. Information Governance and Compliance • Actively support compliance with: o Data Protection Acto UK GDPR o Information Governance requirements o NHS Digital standards o Safeguarding legislation o Health and Safety regulations • Ensure mandatory training compliance across all staff groups. • Support incident reporting and significant event processes. PCN and External Relationships • Develop strong relationships with: o Integrated Care Boards (ICBs) o Primary Care Networks (PCNs) o NHS England o Community providers o Secondary care providers o Local authorities o External contractors and suppliers • Represent the practice at meetings when required. • Support collaborative working across the PCN and wider healthcare system. Business Continuity and Risk Management • Maintain and regularly review business continuity plans. • Lead operational responses to service disruptions. • Ensure appropriate risk management processes are in place. • Maintain organisational risk registers and action plans. "No canvassing or recruitment agencies, please." Job description Job responsibilities Operational Leadership • Oversee the day-to-day operational management of the practice. • Ensure the smooth running of all clinical and non-clinical services. • Monitor operational performance against agreed objectives and KPIs. • Lead service improvement initiatives to improve patient access, patient experience, and operational efficiency. • Support the implementation of new services, pathways, and NHS initiatives. • Deputise for the Practice Manager where required. Workforce Management • Manage reception, administration, secretarial, and support teams. • Ensure staffing levels are maintained to meet service demand. • Lead recruitment, onboarding, induction, and retention activities. • Conduct appraisals, performance reviews, return-to-work meetings, and staff development reviews. • Manage employee relations issues in line with practice policies and employment legislation. • Develop workforce plans to support future service requirements. CQC Compliance and Governance • Lead on CQC readiness and compliance across all key lines of enquiry (KLOEs). • Maintain evidence portfolios to support inspections and audits. • Ensure all policies, procedures, risk assessments, and governance documents remain current and compliant. • Coordinate responses to CQC inspections and action plans. • Support the practices quality assurance framework. • Ensure compliance with NHS England, ICB, CQC, and contractual requirements. Patient Access and Service Delivery • Monitor appointment capacity and patient access performance. • Support implementation of Modern General Practice Access principles. • Ensure effective management of reception and patient-facing services. • Monitor patient feedback, complaints, incidents, and compliments. • Lead actions arising from patient surveys and Friends & Family Test results. • Work collaboratively with clinicians to improve service delivery. Quality Improvement and Performance • Lead operational audits and quality improvement programmes. • Monitor achievement of Quality and Outcomes Framework (QOF) targets. • Support delivery of Enhanced Services and Local Incentive Schemes. • Produce performance reports and operational dashboards. • Analyse activity and demand data to support decision-making. Financial and Contractual Support • Support budget monitoring and financial planning. • Ensure effective utilisation of practice resources. • Assist with contract monitoring and NHS reporting requirements. • Support claims submission and performance reporting relating to enhanced services. • Identify opportunities for operational efficiencies and cost savings. Information Governance and Compliance • Actively support compliance with: o Data Protection Acto UK GDPR o Information Governance requirements o NHS Digital standards o Safeguarding legislation o Health and Safety regulations • Ensure mandatory training compliance across all staff groups. • Support incident reporting and significant event processes. PCN and External Relationships • Develop strong relationships with: o Integrated Care Boards (ICBs) o Primary Care Networks (PCNs) o NHS England o Community providers o Secondary care providers o Local authorities o External contractors and suppliers • Represent the practice at meetings when required. • Support collaborative working across the PCN and wider healthcare system. Business Continuity and Risk Management • Maintain and regularly review business continuity plans. • Lead operational responses to service disruptions. • Ensure appropriate risk management processes are in place. • Maintain organisational risk registers and action plans. "No canvassing or recruitment agencies, please."