Job summary
This is an exciting, brand new role to Affinity Care.
We have 250 staff across 8 sites, with a Head Office in Shipley. Due to the success of the organisation, we now need an Operations Manager, who will report to the Chief Operation Officer and directly manage the operations team.
Ideally our successful candidate will have experience within Primary Care and must be an exceptional people manager.
The role is 37.5 hours worked over 5 days, ideally 8.30 - 4.30pm every day, Monday - Friday. As the role covers the operation for 8 sites, the individual will need to be able to travel independently to all sites.
Affinity have a policy of employees not remaining as patients at any of our practices, and the successful candidate will need to confirm adherence to this policy before appointment.
Second employment must be declared to the Board of Directors before commencing employment with Affinity Care.
Main duties of the job
The Operations Manager will deliver a key role
in the organisation during a time of uncertainty, change and adaptation across
all NHS Services. The post holder will first and foremost be a leader; a proven
deliverer of change within public services who puts the ethos and values of
their organisation at the heart of their efforts.
This post holder will assure the safe,
effective and controlled delivery of day-to-day operations across all Affinity
Care patient services. The postholder will line manage the operations team to
ensure that patient experience, in all aspects of Affinity Care patient
services, is of a high standard. The post holder will be accountable to the
partners for ensuring that all necessary and reasonable action is taken across
the organisation so that patients can access care safely and equitably.
The post holder will work collaboratively
alongside other senior leaders within the organisation including the Head of
Human Resources, Clinical Nurse Lead and Locality Directors to ensure that the
strategic priorities of the organisation are fully and effectively delivered. This
role requires an excellent leader and motivator who is experienced at manging a
large multidisciplinary team across multiple sites.
About us
We are Affinity Care Primary Care Network covering a
population of over 64,000 patients over 7 GP practices and 8 sites, all in the
Bradford area. Our ethos is to provide patient focused care based on the model
of GP-led family orientated general practice tailored to local population
needs. Our practices are highly accredited training practices, level 3 research
ready sites within an embedded ethos of our learning organisation.
We are a friendly enthusiastic and hard working team with
opportunities for career progression and will provide support and development
for anyone demonstrating capability, enthusiasm, commitment and strong work
ethic.
Benefits include:
5 weeks annual leave (pro rata for part time hours)
Birthday Holiday (pro rata for part time hours)
Well-being day (pro rata for part time hours)
NHS pension
Access to Simply Health
Job description
Job responsibilities
Strategic & Organisational Leadership
- Contribute to long-term service planning and development of strategic plans
- Lead on the delivery of operational change to achieve strategic priorities
Operational Delivery
- Lead management of contracted services which support patient services and ensure delivery against KPIs.
- Oversee service costing, operational budgets, and resource planning.
- Ensure successful implementation and ongoing improvement of programmes and services
- Manage subcontracted and outsourced services to achieve performance, value, and quality in line with stakeholder expectations
- Support clinicians and operational managers with leadership and decision-making.
Quality & Assurance
- Provide ongoing assurance through agreed frameworks of the safe and effective and delivery of patient services.
- Ensure delivery of plans and processes to ensure compliance with regulatory frameworks including CQC standards.
- Ensure a high quality of patient services by implementing learning outcomes and actions identified in incidents and complaints analysis as directed by Quality and Safety Group.
Governance, Policy & Risk
- Develop and maintain operational policies, SOPs, and governance documentation.
- Lead risk management for operational delivery of services including maintenance of risk registers and mitigation planning
- Chair operations team meetings and provide strong governance oversight.
- Ensure internal assurance processes support safe, effective, compliant service delivery.
- Assist in promoting and maintaining their own and others health, safety and security as defined in the Affinity Care Health & Safety Policy
Stakeholder, Commissioner & Member Engagement
- Build effective relationships with commissioners, practices, PCNs, and external partners.
- Support staff relations and provide leadership to managers.
- Represent the organisation within strategic partnerships and external forums.
People Management
Line management of the operations team, including induction, sickness absence management, return to work interviews, staff appraisals, performance management, training and development.
Provide leadership and support to the operations team to enable effective teamwork.
Engage and motivate team members so that they understand and work to achieve objectives and feel that their role makes a positive contribution to the organisations successes.
Development and delivery of training for the reception operations team.
Delivery of strategic change within patient services
Monitor capacity versus activity to ensure staffing levels are managed efficiently.
Work collaboratively with the HR department in the recruitment and selection process of staff.
Monitor and evaluate performance of operations team members who may be struggling, including development of appropriate support and training programmes.
Liaise with the HR Department advising of flexible working requests, changes to hours monthly and termination data.
Promote the equality, diversity, inclusion and rights of colleagues, employees and service users
Patient Access/Support
Development of policy and protocols for patient access across Affinity Care services
Ensure effective systems of communication between patients and practices including complaints
Adhere to incident reporting policy and procedures, ensuring incidents and complaints are recorded appropriately and processes for resolution are implemented.
Respond to escalated complaints, ensuring organisational adherence to the Complaints Policy, including timescales for responding, and take actions to reduce future complaints.
Ensure action plans are developed and actions met for any outcomes of investigation of significant incidents affecting the delivery of services across the organisation.
Job Description
The Main Duties of the role are not intended to be exhaustive, and it is expected that the post holder supports the organisation with reasonable requests to complete tasks outside of these duties from time to time.
Confidentiality
In the performance of the duties outlined in this job description, the post-holder may have access to confidential or sensitive information. All such information is to be regarded as strictly confidential and should be treated in accordance with organisational policies and procedures, and the protection of personal and sensitive data guidelines, as outlined in staff mandatory training.
Job description
Job responsibilities
Strategic & Organisational Leadership
- Contribute to long-term service planning and development of strategic plans
- Lead on the delivery of operational change to achieve strategic priorities
Operational Delivery
- Lead management of contracted services which support patient services and ensure delivery against KPIs.
- Oversee service costing, operational budgets, and resource planning.
- Ensure successful implementation and ongoing improvement of programmes and services
- Manage subcontracted and outsourced services to achieve performance, value, and quality in line with stakeholder expectations
- Support clinicians and operational managers with leadership and decision-making.
Quality & Assurance
- Provide ongoing assurance through agreed frameworks of the safe and effective and delivery of patient services.
- Ensure delivery of plans and processes to ensure compliance with regulatory frameworks including CQC standards.
- Ensure a high quality of patient services by implementing learning outcomes and actions identified in incidents and complaints analysis as directed by Quality and Safety Group.
Governance, Policy & Risk
- Develop and maintain operational policies, SOPs, and governance documentation.
- Lead risk management for operational delivery of services including maintenance of risk registers and mitigation planning
- Chair operations team meetings and provide strong governance oversight.
- Ensure internal assurance processes support safe, effective, compliant service delivery.
- Assist in promoting and maintaining their own and others health, safety and security as defined in the Affinity Care Health & Safety Policy
Stakeholder, Commissioner & Member Engagement
- Build effective relationships with commissioners, practices, PCNs, and external partners.
- Support staff relations and provide leadership to managers.
- Represent the organisation within strategic partnerships and external forums.
People Management
Line management of the operations team, including induction, sickness absence management, return to work interviews, staff appraisals, performance management, training and development.
Provide leadership and support to the operations team to enable effective teamwork.
Engage and motivate team members so that they understand and work to achieve objectives and feel that their role makes a positive contribution to the organisations successes.
Development and delivery of training for the reception operations team.
Delivery of strategic change within patient services
Monitor capacity versus activity to ensure staffing levels are managed efficiently.
Work collaboratively with the HR department in the recruitment and selection process of staff.
Monitor and evaluate performance of operations team members who may be struggling, including development of appropriate support and training programmes.
Liaise with the HR Department advising of flexible working requests, changes to hours monthly and termination data.
Promote the equality, diversity, inclusion and rights of colleagues, employees and service users
Patient Access/Support
Development of policy and protocols for patient access across Affinity Care services
Ensure effective systems of communication between patients and practices including complaints
Adhere to incident reporting policy and procedures, ensuring incidents and complaints are recorded appropriately and processes for resolution are implemented.
Respond to escalated complaints, ensuring organisational adherence to the Complaints Policy, including timescales for responding, and take actions to reduce future complaints.
Ensure action plans are developed and actions met for any outcomes of investigation of significant incidents affecting the delivery of services across the organisation.
Job Description
The Main Duties of the role are not intended to be exhaustive, and it is expected that the post holder supports the organisation with reasonable requests to complete tasks outside of these duties from time to time.
Confidentiality
In the performance of the duties outlined in this job description, the post-holder may have access to confidential or sensitive information. All such information is to be regarded as strictly confidential and should be treated in accordance with organisational policies and procedures, and the protection of personal and sensitive data guidelines, as outlined in staff mandatory training.
Person Specification
Personal qualities
Essential
- Strategic thinker with strong operational credibility
- Proactive, highly responsive, resilient, adaptable, and motivated
- Collaborative leadership style
- High emotional intelligence
- Commitment to excellence, innovation, and continuous improvement
- High integrity and professionalism
- Ability to work independently and autonomously
- Confident in decision making and able to self manage
- Resilient
- Ability to manage own priorities appropriately
Qualifications
Essential
- Degree-level education or min 3 years leadership experience
- Evidence of ongoing professional development in leadership and management
Desirable
- Postgraduate qualification in leadership, management, health, or business
- Project or programme management qualification (PRINCE2, MSP, Agile)
- Quality Improvement training
Experience
Essential
- 2 years Senior management experience in a complex organisation
- Experience managing staff, coaching and mentoring, and driving change
- Operational leadership and programme and service delivery experience
- Experience developing business strategies and service models
- Budget management and service costing skills
- Experience in quality, audit, compliance, governance, and risk
- Experience working with commissioners, partners, and multidisciplinary teams
- Experience producing performance reports, dashboards, and assurance papers
- NHS, Primary Care, PCN, General Practice, Federation, or healthcare provider experience
- Working knowledge of managing CQC, QIAs, clinical governance frameworks
Desirable
- Outsourced or subcontracted service management
- Experience in tendering, contracting, and business growth
Skills
Essential
- Exceptional people management skills
- Highly developed and proactive programme management, and service improvement skills
- Working knowledge of governance, regulatory frameworks, and risk management
- Well developed understanding of general practice needs and ability to apply to daily practice
- Analytical skills with the ability to interpret complex data and KPIs
- Exceptional written and verbal communication
- Strong negotiation, relationship-building, and stakeholder management
- Highly organised with strong prioritisation skills
- High digital literacy including Excel and data analysis
- Knowledge of NHS contracting and funding models
- Understanding of PCN DES, ARRS
Desirable
- Workforce models, and primary care operations
- Ability to develop dashboards
Person Specification
Personal qualities
Essential
- Strategic thinker with strong operational credibility
- Proactive, highly responsive, resilient, adaptable, and motivated
- Collaborative leadership style
- High emotional intelligence
- Commitment to excellence, innovation, and continuous improvement
- High integrity and professionalism
- Ability to work independently and autonomously
- Confident in decision making and able to self manage
- Resilient
- Ability to manage own priorities appropriately
Qualifications
Essential
- Degree-level education or min 3 years leadership experience
- Evidence of ongoing professional development in leadership and management
Desirable
- Postgraduate qualification in leadership, management, health, or business
- Project or programme management qualification (PRINCE2, MSP, Agile)
- Quality Improvement training
Experience
Essential
- 2 years Senior management experience in a complex organisation
- Experience managing staff, coaching and mentoring, and driving change
- Operational leadership and programme and service delivery experience
- Experience developing business strategies and service models
- Budget management and service costing skills
- Experience in quality, audit, compliance, governance, and risk
- Experience working with commissioners, partners, and multidisciplinary teams
- Experience producing performance reports, dashboards, and assurance papers
- NHS, Primary Care, PCN, General Practice, Federation, or healthcare provider experience
- Working knowledge of managing CQC, QIAs, clinical governance frameworks
Desirable
- Outsourced or subcontracted service management
- Experience in tendering, contracting, and business growth
Skills
Essential
- Exceptional people management skills
- Highly developed and proactive programme management, and service improvement skills
- Working knowledge of governance, regulatory frameworks, and risk management
- Well developed understanding of general practice needs and ability to apply to daily practice
- Analytical skills with the ability to interpret complex data and KPIs
- Exceptional written and verbal communication
- Strong negotiation, relationship-building, and stakeholder management
- Highly organised with strong prioritisation skills
- High digital literacy including Excel and data analysis
- Knowledge of NHS contracting and funding models
- Understanding of PCN DES, ARRS
Desirable
- Workforce models, and primary care operations
- Ability to develop dashboards
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.
