Senior Operational Manager Band 7

Job description

Job responsibilities

JOB SUMMARY

The Senior Operational Manager will support the Business Manager by providing operational management, strategic planning and business development of designated services and administrative functions within the Division. The post holder will be responsible for providing timely, efficient, and effective operational management support to the Business Manager and Divisional Director of Operations with the overall aim of ensuring that services are responsive and provided to the highest administrative and performance standards.

The post holder will also support the development and implementation of projects and business cases to improve cost, service delivery and patient experience to the key administrative areas and will ensure continuous improvement of performance and quality targets.

The post holder will lead on projects and service developments in relation to Trusts administrative services across all Divisions.

PRINCIPAL ACCOUNTABILITIES

To support the service and business planning process to deliver the key performance indicators and other national initiatives on behalf of the Business Manager and Divisional Director of Operations

Working with the Business Manager to lead the operational management and performance of the service line in conjunction with the clinical leads.

Work with the Head of Nursing and Quality and operational department leads to ensure efficient and effective delivery of service within service lines.

Contribute towards financial management of the division ensuring opportunities for increased efficiency are realised.

To be responsible for ensuring that any manual data collection required for the Division is completed within set deadlines.

Support the Division to analyse and act on information to proactively manage and maintain relevant NHS targets.

Support the Division and lead when appropriate on service improvement projects.

Undertake regular service audits and assist in the formulation of action plans.

To organise meetings and other events as required.

Ensure that the administrative teams are managing their 18-week RTT waiting times in an efficient and effective way.

To deal with queries and complaints from patients in line with Trust Policy in relation to administrative services within the Division. To respond to PALS queries and assist the Business Manager in responding to formal complaints by collating background information.

To maintain and improve own skills by undertaking the appropriate training and development activities relevant to the post.

Any other duties at the request of the Business Manager within the scope of the post.

MANAGERIAL/LEADERSHIP

Work closely with the management team to develop demand and capacity models specific to the service line and in relation to administrative services.

Develop Divisional wide monthly summary reports for national performance indicators for each service line within the Division.

Represent the Division at meetings when requested and appropriate.

Determine robust systems and processes to ensure that work is appropriately prioritised and completed in a timely manner providing support to resolve any problems.

Act as a role model by demonstrating leadership and expertise, and by maintaining credibility within the Division, the wider health care community and external agencies, ensuring a positive image of the Trust is maintained.

Take responsibility for own learning and development by recognising and taking advantage of all opportunities to learn, including full participation in PDR/appraisal, supervision, action learning and by maintaining a personal portfolio of learning.

Budget holder for administrative teams in the Division

Maintain the efficiency of the service by ensuring that plans are in place for adequate clerical cover, including arrangements for planned and unplanned absence.

Responsible for managing sickness absences according to Trust policies.

Ensure Trust policies are implemented and adhered to by the administration and clerical service.

With the support of the senior management team, assist with the review and development of the Divisions service and workforce plans, according to current national and local requirements.

Undertake staff appraisals ensuring learning needs are identified and met, personal development plans are in place and all mandatory training is undertaken.

Conduct all three month reviews of new starters.

Responsible for first stage disciplinary interviews.

Ensure accurate completion of SVLs.

Support the management team in the recruitment, induction and orientation of new clerical staff in the Division.

ORGANISATIONAL

Ensure close monitoring of NHS access targets within the Division utilising hospital information systems highlighting any potential concerns in achieving targets to the management team.

Ensure data is validated where required.

Working with the access team, ensure OPD clinics are populated.

Provide management support and guidance to clinical colleagues within their service lines.

Compile timely reports for the management team following the manipulation of spread sheets/data either in graphical or written format.

To work cross Divisional with leading on service improvements with the administrative services, linking in with Deputy Divisional Director of Operations and Service line managers, this includes the roll out of the digital projects.

QUALITY

To monitor and ensure that the KPIs are met for the national performance standards specific to the Division.

To work with the Clinical Divisions to look for opportunities to improve the delivery of service within the Division including embedding national service improvement recommendations.

Support the Division in the identification of potential areas for savings to contribute to the cost improvement programme.

Person Specification

Experience

Essential

• Microsoft Office
• Conversant with administrative procedures /administrative practice
• Previous office experience
• Supervision/ delegation of tasks
• Working in a team
• Maintaining confidentiality
• Waiting list management
• Experience of using a range of software packages
• Experience of working with internal and external stakeholders and
• multi-disciplinary teams.
• Management experience including effective staff management

Desirable

• Patient pathway management
• Previous NHS experience
• Experience of working with Senior Management and Clinical Leads

Qualifications

Essential

• Masters or equivalent experience.
• Evidence of continuing professional development.

Desirable

• Specialist knowledge and experience of analytic techniques and procedures.

Skills and Abilities

Essential

• Excellent communication skills and the ability to encourage collaborative working at all levels to improve performance where there may be resistance to change.
• Good written skills and ability to produce well-presented, well researched and logical reports and documents.
• Analysis of performance data and capacity and demand data, identifying areas for collaborative working.
• Ability to deal with complex and sensitive situations.
• Standard keyboard skills essential.

Desirable

• Problem solving.
• Ability to develop strategic plans for performance and service improvement.

Values and Behaviours

Essential

• Flexible
• Positive approach to work
• Professional attitude to work, diplomatic and calm under pressure
• Ability to work flexibly and adapt to changes in work circumstances
• Reliable and self-motivated
• Able to work on own initiative and as part of a team
• Thoroughness and attention to detail
• Effective organisational, prioritising and time management skills
• Demonstrate a proactive approach to work
• Strong interpersonal skills, concise verbal and written communication skills

Desirable

• Organisational/time management skills
• Able to work under own initiative
• Assertive and confident
• Reliable and methodical
• Self-motivated and enthusiastic

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.

Employer details

Employer name

Liverpool Heart and Chest Hospital

Address

Liverpool Heart and Chest Hospital

Thomas Drive

Liverpool

Merseyside

L14 3PE

Employer's website

https://www.lhch.nhs.uk/ (Opens in a new tab)