Job summary
Are you an experienced, dynamic, and motivated operational manager ready to take the next step in your NHS career? University Hospital Lewisham is seeking anAssociate Service Manager (ASM) to join our fast-paced and high-performing Emergency Medicine team.
As ASM, you will work closely with the Deputy General Manager, General Manager, Clinical Leads, and Nursing Leadership to support the day-to-day operational management of our busy Emergency Department (ED), ensuring the highest standards of patient care and performance delivery.
This is an exciting opportunity for someone with strong leadership and problem-solving skills who thrives in a challenging environment where no two days are the same.
The post holders will contribute to the overall divisional strategy in providing and developing a working environment and open culture which fosters high morale and commitment among all staff and promotes their wellbeing, professional and personal development.
Main duties of the job
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Ensure the safe, effective, and efficient delivery of services across the Emergency Department.
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Support clinical teams in meeting national performance standards, including the 4-hour ED target and flow targets.
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Lead and coordinate operational responses to pressures within the department.
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Analyse service data and contribute to performance reports, identifying areas for improvement.
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Work collaboratively with multidisciplinary teams to improve patient experience, staff engagement, and service quality.
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Contribute to strategic planning and service redesign initiatives in line with Trust objectives.
About us
Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
- Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
- Widening access (anchor institution) and employability
- Improving the experience of staff with disability
- Improving the EDI literacy and confidence of trust staff through training and development
- Making equalities mainstream
Job description
Job responsibilities
The postholder must be able to:
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Demonstrable experience in operational service management within an acute healthcare setting (Emergency Medicine experience desirable).
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A proven track record in managing people, services, and resources effectively.
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Excellent interpersonal and communication skills, with the ability to influence at all levels.
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Strong analytical and problem-solving skills.
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Ability to remain calm under pressure and make decisions in a fast-moving environment.
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Passion for high-quality patient care and continuous service improvement.
Job description
Job responsibilities
The postholder must be able to:
-
Demonstrable experience in operational service management within an acute healthcare setting (Emergency Medicine experience desirable).
-
A proven track record in managing people, services, and resources effectively.
-
Excellent interpersonal and communication skills, with the ability to influence at all levels.
-
Strong analytical and problem-solving skills.
-
Ability to remain calm under pressure and make decisions in a fast-moving environment.
-
Passion for high-quality patient care and continuous service improvement.
Person Specification
Qualifications and Training
Essential
- Educated to first level degree or equivalent experience
- Management/leadership qualification or equivalent experience at post graduate level
- Further relevant training
Desirable
- Masters degree
- Clinical background
Experience
Essential
- Proven experience of working in a management/leadership role in an acute healthcare environment
- Experience of leading and motivating a team
- Identifying and interpreting national policy and implementing required changes
- Experience of managing waiting lists
Desirable
- Responsible for a budget and budget setting
- Business case development and annual planning, longer term planning
Knowledge and Skills
Essential
- Awareness of current legislation and developments and agenda within the NHS, particularly in relation to 18 weeks RTT.
- Financial procedures including budget setting and working knowledge of financial processes
- Business planning /annual planning/long term planning
- In depth understanding of change management
- Able to use IT systems including Microsoft Office
- Knowledge of service improvements/transformation and project management
- Good analytical and problem solving skills - ability to analyse highly complex data/information and make judgements/draw conclusions - including ability to respond to unexpected demands
- Risk management and governance
- Able to oversee medical workforce rotas.
- Able to efficiently deploy staff to cover the rota on a daily basis to reduce the need for locum expenditure balanced with meeting the needs of the service
Desirable
Knowledge and Skills Personal Qualities
Essential
- Ability to work independently and make autonomous decisions
- Strong communication skills both written and verbal - able to provide and receive highly complex, sensitive information and use persuasion, influencing and negotiation with individuals and groups including stakeholders
- Ability to embrace, lead and drive change
- Ability to organise and prioritise own workload and direct the work of others and adjust plans as required both in the short and long term
- Able to work flexibly to meet the demands of the role
- Demonstrates a strong desire to improve performance and services
Person Specification
Qualifications and Training
Essential
- Educated to first level degree or equivalent experience
- Management/leadership qualification or equivalent experience at post graduate level
- Further relevant training
Desirable
- Masters degree
- Clinical background
Experience
Essential
- Proven experience of working in a management/leadership role in an acute healthcare environment
- Experience of leading and motivating a team
- Identifying and interpreting national policy and implementing required changes
- Experience of managing waiting lists
Desirable
- Responsible for a budget and budget setting
- Business case development and annual planning, longer term planning
Knowledge and Skills
Essential
- Awareness of current legislation and developments and agenda within the NHS, particularly in relation to 18 weeks RTT.
- Financial procedures including budget setting and working knowledge of financial processes
- Business planning /annual planning/long term planning
- In depth understanding of change management
- Able to use IT systems including Microsoft Office
- Knowledge of service improvements/transformation and project management
- Good analytical and problem solving skills - ability to analyse highly complex data/information and make judgements/draw conclusions - including ability to respond to unexpected demands
- Risk management and governance
- Able to oversee medical workforce rotas.
- Able to efficiently deploy staff to cover the rota on a daily basis to reduce the need for locum expenditure balanced with meeting the needs of the service
Desirable
Knowledge and Skills Personal Qualities
Essential
- Ability to work independently and make autonomous decisions
- Strong communication skills both written and verbal - able to provide and receive highly complex, sensitive information and use persuasion, influencing and negotiation with individuals and groups including stakeholders
- Ability to embrace, lead and drive change
- Ability to organise and prioritise own workload and direct the work of others and adjust plans as required both in the short and long term
- Able to work flexibly to meet the demands of the role
- Demonstrates a strong desire to improve performance and services
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.
