Job summary
Join a Growing Primary Care Provider Organisation Making a Difference

GP Health Connect is seeking an ambitious and experienced Operational Manager to provide operational leadership across a diverse portfolio of primary care and healthcare services.

This is an exciting opportunity for a motivated leader who is passionate about delivering high-quality healthcare services, developing high-performing teams and driving continuous service improvement. You will play a key role in supporting workforce performance, mobilising new services, managing operational delivery and ensuring compliance with NHS and regulatory requirements.

If you thrive in a fast-paced environment, enjoy leading change, and have a track record of delivering results through people, we would love to hear from you.

About the Role
As Operational Manager, you will work closely with the Business Manager and senior leadership team to ensure services are delivered safely, effectively and efficiently.

You will lead and support multidisciplinary teams, oversee operational performance, drive workforce development and contribute to the successful implementation of new healthcare services and transformation programmes.

This role combines operational leadership, performance management, service development and workforce management, offering the opportunity to make a real impact on patient outcomes and organisational success.

Main duties of the job
Workforce Leadership

• Lead, motivate and develop multidisciplinary teams
• Manage recruitment, onboarding, retention, appraisals, performance reviews and development plans
• Support staff wellbeing and organisational culture
• Ensure compliance with HR policies, employment legislation and mandatory training requirements

Service Performance

• Monitor and improve service performance against KPIs and contractual targets
• Analyse operational data and workforce utilisation to drive efficiency and improvement
• Produce reports and performance dashboards for senior leadership and Board review
• Manage operational issues, complaints and service improvement activities
• Ensure services consistently deliver excellent patient care and experience

Service Development & Mobilisation

• Support the planning and mobilisation of new healthcare services
• Drive implementation of new models of care and workforce roles
• Support organisational growth and innovation in response to local healthcare needs

Governance & Compliance

• Lead quality improvement and governance activities
• Support safeguarding, risk management and business continuity
• Ensure compliance with CQC standards, Information Governance, GDPR, Health & Safety and Infection Prevention & Control requirements

Financial & Contract Management

• Work with Business Manager to ensure contractual compliance
• Identify efficiency opportunities and service review activities

About us
GP Health Connect is a forward-thinking primary care provider organisation committed to delivering high-quality healthcare services and supporting our member practices, patients and communities.

What We Offer

• A rewarding role where you can make a tangible difference to healthcare services and patient outcomes.
• Opportunity to lead service development and transformation projects.
• Supportive and collaborative leadership team.
• Professional development and career progression opportunities.
• Participation in innovative programmes shaping the future of primary care.

Our Values
At GP Health Connect, we are committed to:

• Delivering high-quality patient-centred care.
• Supporting and developing our workforce.
• Working collaboratively with partners and communities.
• Promoting innovation, continuous improvement and excellence.
• Creating a diverse, inclusive and supportive working environment.

Job responsibilities
Job Summary
Responsible for providing operational leadership across multiple primary care services, ensuring outstanding service delivery, workforce performance, contractual compliance, and continuous improvement. Leading the development, mobilisation and optimisation of new and existing services, while ensuring high-performing teams are engaged, supported and aligned to organisational objectives and patient outcomes.

Key Achievements Focus

• Workforce leadership and performance management.
• Service performance improvement and KPI delivery.
• Mobilisation of new healthcare services.
• Change management and organisational development.
• Stakeholder engagement and partnership working.
• Contract management and service optimisation.
• Quality improvement, governance and compliance.
• Strategic planning and operational leadership.

HR and Workforce Management
Oversee workforce planning, recruitment, onboarding, induction and retention activities to ensure services are appropriately staffed and resourced.

Manage employee performance through regular one-to-ones, appraisals, objective setting and performance reviews, promoting a culture of accountability and continuous development.

Provide day-to-day leadership and people management for multidisciplinary teams, maintaining high levels of staff engagement, wellbeing and productivity.

Ensure organisational compliance with employment legislation, HR policies and best practice workforce standards.

Oversee annual leave, absence management, staff rotas and workforce deployment to maintain safe and effective service delivery.

Monitor mandatory and statutory training compliance, identifying training needs and implementing development plans to address gaps in skills and knowledge.

Work flexibly to provide service delivery and people management during evenings and weekends as required.

Support organisational change initiatives, embedding new ways of working and promoting a positive culture during periods of transformation.

Service Performance and Operational Management
Oversee the operational delivery of primary care and healthcare services, ensuring performance targets, contractual requirements and service level agreements are consistently achieved.

Develop and implement performance monitoring frameworks, using data and intelligence to drive service improvement and operational efficiency.

Maintain systems to ensure adequate stock control for service delivery and within the office

Produce and present regular performance reports, dashboards and utilisation data for senior management and Board-level review.

Analyse service demand, capacity and workforce utilisation to inform decision-making and maximise resource effectiveness.

Manage equipment maintenance and renewal as required for the office environment and service delivery

Investigate service issues, complaints and operational challenges, implementing corrective actions and continuous improvement initiatives.

Ensure robust monitoring systems are in place to track patient pathways, referrals, diagnostics and clinical administration processes.

Drive improvements in service quality, patient experience and operational effectiveness through audit, review and performance management processes.

Service Development and Mobilisation
Support the design, implementation and mobilisation of new healthcare services, ensuring effective project planning, stakeholder engagement and delivery against agreed objectives.

Support the development of business cases and service proposals to support organisational growth, transformation programmes and new models of care.

Support the integration of new workforce roles and service models into primary care settings, ensuring sustainable implementation and measurable outcomes.

Support the identification of opportunities for service expansion, innovation and transformation in response to local population needs and NHS priorities.

Performance Improvement and Governance
Establish and maintain effective governance arrangements, policies and operational procedures to support safe, high-quality service delivery.

Lead organisational safeguarding processes, ensuring compliance with legislative and regulatory requirements.

Conduct audits, service reviews and quality improvement activities to identify risks, opportunities and areas for enhancement.

Ensure compliance with Information Governance, GDPR, Health and Safety, Infection Prevention and Control, and organisational governance frameworks.

Monitor organisational risks and contribute to business continuity and disaster recovery planning.

Information, Systems and Reporting
Provide operational oversight of clinical and administrative systems, including EMIS, Docman and associated digital platforms.

Develop streamlined processes and workflows that improve efficiency, data quality and service performance.

Ensure data accuracy, confidentiality and regulatory compliance across all organisational systems.

Produce meaningful management information and performance reports to support strategic and operational decision-making.

Support digital transformation initiatives and the adoption of new technologies across services.

Financial and Contract Management
Support budget management and financial planning processes, ensuring services operate within agreed financial parameters.

Monitor service activity, workforce utilisation and expenditure to identify efficiencies and mitigate financial risks.

Support contract management activities, working with commissioners and partner organisations to ensure delivery against contractual obligations.

Support procurement exercises, contract negotiations and service reviews to achieve value for money and improved outcomes.

Care Quality Commission:
Be cognisant of compliance with the CQC 5 key lines of enquiry across all service areas

Participate in the CQC self-assessment and action planning where appropriate and necessary

Support staff through any inspection visits from CQC

Confidentiality:
In the course of seeking treatment, patients entrust us with, or allow us to gather, sensitive information in relation to their health and other matters. They do so in confidence and have the right to expect that staff will respect their privacy and act appropriately

In the performance of the duties outlined in this job description, the post-holder may have access to confidential information relating to patients and their carers, member practices, staff and other healthcare workers. All such information from any source is to be regarded as strictly confidential

Information relating to patients, carers, colleagues, other healthcare workers or the business of the organisation may only be divulged to authorised persons in accordance with the policies and procedures relating to confidentiality and the protection of personal and sensitive data

Keep up to date with IG and GDPR legislation

Health and Safety
The post-holder will implement and work alongside the Business Manager on the full range of promotion and management of their own and others health, safety and security as defined in the organisations Health and Safety policy and the Infection Control policy and published procedures.

Equality and diversity:
The post-holder will support the equality, diversity and rights of patients, carers and colleagues, to include:

• Acting in a way that recognises the importance of peoples rights, interpreting them in a way that is consistent with procedures and policies, and current legislation
• Respecting the privacy, dignity, needs and beliefs of patients, carers and colleagues
• Behaving in a manner that is welcoming to and of the individual, is non-judgmental and respects their circumstances, feelings priorities and rights

Personal/Professional development
Commit to the vision of GP Health Connect and in doing so fully utilise their skills and experience to support the strategic objectives of the Federation; be a role model for the values of the Federation in all activities and interactions

Be responsible for the self-development of skills and competencies through participation in training and development activities and to maintain up to date technical and professional knowledge relevant to the post

Undertake statutory and mandatory training as well as role specific training deemed appropriate by the organisation

Quality
The post-holder will strive to maintain quality within the organisation, and will:

• Alert other team members to issues of quality and risk
• Develop and maintain effective working relationships with colleagues and individuals in other agencies
• Effectively manage own time, workload and resources
• Act corporately as a member of the team and take a shared responsibility for the development of strategy, effectiveness and culture of the team and the Federation

Communication:

• Communicate effectively with other team members, shareholders, contract holders, subcontractors, practice managers, patients and carers
• Recognise peoples needs for alternative methods of communication and respond accordingly

Person Specification
Knowledge
Essential

• Sound understanding of HR policies, employment legislation and people management principles.
• Knowledge of workforce performance management methodologies.
• Understanding of quality improvement and service evaluation techniques.
• Knowledge of safeguarding responsibilities and requirements within healthcare settings.
• Understanding of data protection legislation, GDPR and Information Governance.
• Knowledge of Health and Safety legislation and risk management processes.
• Understanding of governance frameworks and organisational compliance requirements.
• Knowledge of service planning, operational delivery and performance monitoring.

Desirable

• Knowledge of NHS contractual frameworks and commissioning arrangements
• Understanding of Primary Care, Community Services and wider NHS structures
• Knowledge of service transformation and change management methodologies
• Understanding of NHS Long Term Plan priorities and integrated care models

Skills and Competencies
Essential

• Leadership and People Management
• Strong leadership skills with the ability to motivate, coach and develop teams.
• Ability to manage employee performance constructively and effectively.
• Ability to build a positive, inclusive and high-performance culture.
• Ability to manage difficult conversations and resolve employee relations issues professionally.
• Strong influencing and negotiation skills.
• Performance and Operational Management
• Ability to develop, monitor and improve service performance.
• Strong analytical and problem-solving skills.
• Ability to identify risks and implement mitigating actions.
• Strong organisational skills with the ability to manage multiple workstreams simultaneously.
• Ability to proactively identify opportunities for continuous improvement.
• Excellent attention to detail and commitment to quality standards.
• Service Development and Change Management
• Ability to support service redesign and operational transformation.
• Ability to evaluate existing processes and implement improvements.
• Ability to lead change and support staff through periods of transition.
• Strong stakeholder management skills.
• Communication and Relationship Management
• Excellent verbal and written communication skills.
• Ability to communicate complex information to a range of audiences.
• Ability to prepare high-quality reports, business cases and presentations.
• Strong interpersonal skills with the ability to build credible relationships at all levels.
• Ability to manage sensitive and confidential information appropriately
• Digital and Information Management
• Proficient in Microsoft Office applications including Word, Excel, Outlook and PowerPoint.
• Experience using healthcare or workforce management systems.
• Ability to analyse data and produce meaningful performance reports.
• Strong understanding of information governance requirements.
• Personal Attributes
• Positive, professional and proactive approach.
• Highly motivated and self-managing.
• Resilient and able to remain calm under pressure.
• Strong commitment to delivering excellent patient and staff experience.
• Flexible and adaptable to changing organisational priorities.
• Demonstrates integrity, accountability and confidentiality at all times.
• Able to work independently and as part of a senior management team.
• Committed to equality, diversity and inclusion.
• Other Requirements
• Ability to travel across service locations as required.
• Willingness to work flexibly to meet the needs of the organisation.
• Commitment to ongoing professional development.
• Enhanced DBS clearance

Desirable

• Service Development and Change Management
• Experience working within complex partnership environments
• Digital and Information Management
• Experience of EMIS, Docman or similar clinical systems.
• Experience of workforce reporting systems and dashboard development

Qualifications
Essential

• Educated to degree level or equivalent experience in Healthcare
• Management, Business Management, Human Resources, Public Administration or a related field.
• Evidence of continual professional development.
• GCSE (or equivalent) in English and Mathematics.

Desirable

• Management qualification (ILM Level 5 or above, CMI, CIPD or equivalent).
• Project Management qualification (Prince2, Agile or equivalent).
• NHS Leadership Academy qualification or similar leadership development programme.

Experience
Essential

• Significant experience in operational management within healthcare, primary care, NHS, public sector or a complex service environment.
• Experience of leading and managing multidisciplinary teams.
• Proven experience of performance management, including conducting appraisals, performance reviews and managing staff objectives.
• Experience of workforce planning, recruitment, induction and staff development.
• Experience of monitoring and reporting service performance against KPIs, targets and contractual requirements.
• Experience and understanding of working within set budgets.
• Experience of implementing service improvements and operational change initiatives.
• Experience of developing and maintaining effective relationships with a wide range of stakeholders.
• Experience of managing complaints, investigations and service issues.
• Experience of developing policies, procedures and governance processes.
• Experience of analysing performance data and producing management reports.
• Experience of managing competing priorities and delivering against deadlines.

Desirable

• Experience of supporting the mobilisation and implementation of new healthcare services.
• Experience of working with Primary Care Networks, GP Practices, Integrated Care Systems or NHS commissioners.
• Experience of supporting business case development and service redesign.
• Experience of project management and transformational change programmes.
• Experience of budget monitoring and resource management.

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.

GP Health Connect Limited is an equal opportunities employer and welcomes applications from all sections of the community.