Job summary
We are seeking an experienced and dynamic Head
of Operations to provide senior leadership across all operational,
strategic, and performance functions of STHC.
The postholder will lead service delivery, governance, quality, member and
stakeholder relationships, business development, and organisational
transformation.
This role is critical in ensuring safe,
compliant, and effective delivery of all programmes and services, supporting
organisational sustainability and driving innovation across primary care.
You will also deputise for the CEO and act as
a key strategic leader within the organisation.
Main duties of the job
Strategic
& Organisational Leadership
Support organisational strategy, business planning, and longterm
sustainability.
Provide overall strategic oversight of General Practice delivery
Lead innovation, transformation, research, and service development.
Develop business cases and lead tendering/contracting
opportunities.
Deputise for the CEO where required.
Programme
& Operational Delivery
Lead contract management and ensure delivery against KPIs.
Oversee operational budgets, service costing, and resource
planning.
Lead mobilisation, ongoing improvement, and performance of all
services.
Support operational managers and clinicians with leadership and
decisionmaking.
Manage subcontracted and outsourced services to deliver highquality
outcomes.
Quality,
Governance & Assurance
Lead organisational quality frameworks, continuous improvement, and
assurance processes.
Oversee audits, dashboards, KPIs, and performance monitoring.
Ensure compliance with regulatory standards, including CQC.
Lead risk management, incident processes, and quality impact
assessments.
Produce highlevel assurance and performance reports for the Board
and commissioners.
Stakeholder,
Commissioner & Member Engagement
Build effective relationships with practices, PCNs, commissioners,
and partners.
Lead membership engagement and enhance member experience and value.
Represent STHC in strategic forums and partnership meetings.
About us
South Tyneside Health Collaboration (STHC) is
the GP Federation for South Tyneside, bringing together practices across the
borough to develop highquality, innovative services at scale. We work
collaboratively with practices, Primary Care Networks, and system partners to
strengthen general practice and improve outcomes for our population.
Job description
Job responsibilities
The Head of
Operations (HOO) is a senior leader responsible for the operational, strategic,
and performance management of the organisation.
The postholder
ensures high-quality, safe, compliant, and efficient delivery of all programmes
and services while driving business sustainability, innovation, and
organisational growth.
The HOO oversees service design,
mobilisation, governance, quality, member relations, stakeholder management,
and general leadership and is accountable for strategic oversight of STHC
Practices subcontracted services, and organisational transformation.
Job description
Job responsibilities
The Head of
Operations (HOO) is a senior leader responsible for the operational, strategic,
and performance management of the organisation.
The postholder
ensures high-quality, safe, compliant, and efficient delivery of all programmes
and services while driving business sustainability, innovation, and
organisational growth.
The HOO oversees service design,
mobilisation, governance, quality, member relations, stakeholder management,
and general leadership and is accountable for strategic oversight of STHC
Practices subcontracted services, and organisational transformation.
Person Specification
Qualifications
Essential
- Degree-level education or min 3 years leadership experience
- Evidence of ongoing professional development in leadership/management
Desirable
- Postgraduate qualification in leadership, management, health, or business
- Project/programme management qualification (PRINCE2, MSP, Agile)
- Quality Improvement training
Experience
Essential
- 2 years Senior management experience in a complex organisation
- Operational leadership and programme/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 managing staff, coaching/mentoring, and driving change
- Experience producing performance reports, dashboards, and assurance papers
- NHS, Primary Care, PCN, General Practice, Federation, or healthcare provider experience
- Working knowledge of managing CQC, SIRMS, QIAs, clinical governance frameworks
Desirable
- Outsourced/subcontracted service management
- Experience in tendering, contracting, and business growth
Knowledge and Skills
Essential
- 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
- High level of political awareness with a well developed ability to navigate
- 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/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
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 with healthy approach to work life balance
- Ability to manage own priorities appropriately
Person Specification
Qualifications
Essential
- Degree-level education or min 3 years leadership experience
- Evidence of ongoing professional development in leadership/management
Desirable
- Postgraduate qualification in leadership, management, health, or business
- Project/programme management qualification (PRINCE2, MSP, Agile)
- Quality Improvement training
Experience
Essential
- 2 years Senior management experience in a complex organisation
- Operational leadership and programme/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 managing staff, coaching/mentoring, and driving change
- Experience producing performance reports, dashboards, and assurance papers
- NHS, Primary Care, PCN, General Practice, Federation, or healthcare provider experience
- Working knowledge of managing CQC, SIRMS, QIAs, clinical governance frameworks
Desirable
- Outsourced/subcontracted service management
- Experience in tendering, contracting, and business growth
Knowledge and Skills
Essential
- 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
- High level of political awareness with a well developed ability to navigate
- 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/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
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 with healthy approach to work life balance
- Ability to manage own priorities appropriately
