Head of Operations

3 days ago

Kingston upon Hull, United Kingdom WNS Global Services Full time

Project description

Job Role/Purpose: The purpose of this role is to lead the day-to-day operational management of all outpatient and MMS private services. The post holder will be responsible for working alongside the operational team to ensure delivery of high-quality services. The post holder will also take a lead on contract and stakeholder management. Key Duties & Responsibilities: 1. Overseeing a portfolio of functions including Operations, and Human Resources 2. Lead the day-to-day delivery of a high quality, productive and efficient administrative function where staff work to a clear programme of KPIs and administrative tasks are delivered in a standardised manner across all services 3. Manage the day-to-day operation providing by overseeing the operational teams and working alongside commissioners 4. Partnership working with hospital providers to deliver transformational projects, embed services and ensure they are delivered effectively on a day-to-day basis 5. Build and maintain strong working relationships with commissioners and partner organisations in order to build the organisational portfolio and maximise the potential of existing contracts 6. Working alongside service clinical leads to develop, implement and manage day-to-day line management and delivery of community/private services 7. Work closely with peers to ensure that team priorities are aligned across the organisational functions and resource is managed effectively 8. Leading the day-to-day operation of all services by providing direction and support for service teams through daily/weekly team meetings and effective communication 9. Regularly reviewing service quality/KPI delivery using performance dashboards, reviewing patient experience data, significant events and patient complaints and ensuring teams are held to account for the delivery of KPIs 10. Regularly reviewing service activity to understand where processes/systems could be more efficient and taking action to address any inefficiencies 11. Leading recruitment for all administrative and clinical roles 12. Deputise for the Managing Director to support the strategic management and efficient operational delivery of the community/private services portfolio as required. 13. Responsible for providing senior management support to the development and implementation of new local services i.e. overseeing implementation plans, securing resource and support from other functions e.g. HR, Finance, IT and Governance, recruiting staff and liaising with partner organisations/sub-contracters to establish new services. 14. Provide assurance to the LLP Exec Team as required through the development of reports that demonstrate how current community and private services are delivering and what new opportunities are being progressed 15. Supporting the contracting function with the completion of all routine data/quality submissions, contract review meetings and contract negotiations for client all community services contracts 16. Work alongside the senior management team to coordinate staff training and workforce development strategies 17. Work alongside peers to lead the development of team objectives through the annual personal development review process ensure that all staff have clear personal objectives to support delivery of the organisational strategy 18. Work closely with the Business Intelligence team to develop systems and processes for capturing data, quality metrics, including patient experience standards, for monitoring the performance 19. Oversee, develop and maintain standard operating policies and protocols for services within the portfolio 20. Work with service clinical leads to review all service significant events and patient complaints and ensure that recommendations/learning are implemented effectively for continuous improvement of services 21. Directly line manage staff roles including Senior Team Leaders/Admin Team Leaders 22. Work in partnership with the governance team to ensure that governance standards are implemented including CQC standards, accreditation processes for GPwER and nurse specialist services, data governance and the appropriate checks for external clinicians supporting delivering of services 23. Take a lead in the coordination of training, development, appraisals and recruitment activity 24. Present information and issues, explaining complexities, to a wide range of internal and external stakeholders 25. Ensure that best practice is developed and delivered across the community/private services portfolio. Challenge ways of working and persuade, motivate and influence other service leads to realign their practice where necessary. 26. Ensure a smooth transition through decision making process to the management of community contracts. 27. Ensure that an appropriate strategy is in line with business objectives of the LLP and MMS and are fully cascaded from an operational perspective. 28. Personally lead, support, and contribute to formal negotiations with senior

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