Senior Service Manager

Job description

Job responsibilities

Delivery and Performance

1. Contribute to the formulation, planning and development of long-term strategic and operational business plans for specific clinical and non-clinical areas in line with Divisional and Trust priorities.

1. Working with the DD and Clinical Departments, be accountable for the delivery of operational performance of the service within your defined services, supporting the financial, capacity and workforce plans for all areas of the services designated in collaboration with the senior management team of the Division.

1. Lead and support the Division to achieve robust lines of authority, delegation and accountability within the areas of designated responsibility.

1. Achieve effective evidence-based service delivery, meeting local and national access standards.

1. Ensure effective planning is in place to ensure sufficient capacity is available to meet demand on the urgent and emergency care pathway.

1. Lead in assessing the capacity and demand for services by regularly monitoring demand and productivity seeking to ensure patient flows through the system are safe, effective and deliver high quality outcomes and performance.

1. Support the investigation of complaints/incidents/PALS enquiries and near misses ensuring that issues arising from the investigation are suitably addressed and also used as an opportunity to improve and learn within services.

1. Ensure that incidents (including serious incidents) are appropriately investigated and where necessary, reports are provided/presented to the Divisional Safety and Quality Group and other relevant organisational assurance processes.

Service Development & Improvement

1. In partnership with the Divisional triumvirate contribute to the strategic development of the Divisional services through innovation and service improvements.

2. Contribute to guidelines, ensure policies and procedures are up to date, available and when and where appropriate, developed within the Trust format and these take account of any NHS or legislative changes.

1. Take responsibility for performance improvement across all services within the portfolio of this role.

4. Conduct regular reviews including research and development reviews of the services in terms of quality and effectiveness as part of the role and introducing projects to deal with service change, modernisation, CQUINS, CIPs and remedial issues and manage these accordingly. These also include communications, information systems and workforce.

5. Develop strategies that underpin the Trusts strategic objectives to progress the planning and implementation of these.

6. Monitor effective staff communication, information systems and involvement, ensuring staff have the opportunity to be involved in influencing the planning and development of services.

7. Underpin the planning, delivery and evaluation of quality improvement initiatives within the designated departments and areas with the remit of this post.

8. Ensure that effective business continuity plans are in place at service level.

9. Contribute to the wider management of the Division on specific projects as and when appropriate.

10. Participate in the service improvement/change management work of the Division for the defined service(s).

Human Resources & Leadership

1. Lead the development of an enabling culture within the department and wider Division that supports others to succeed and flourish.

2. Ensure services are well led and people are supported to deliver the best possible care and positively contribute to the organisation.

3. Lead the promotion of good staff engagement and satisfaction at all levels of the Division and maintain close working relationships.

4. Responsible for overseeing effective staff involvement and communication strategies and working relationships across the operational areas and creating a working environment that empowers staff to achieve optimal performance.

5. Actively encourage innovation and improvement from others.

6. Actively promote a culture of openness, transparency and candor, ensuring that any concerns raised are treated seriously and dealt with promptly.

7. Facilitate improved patient safety and experience by actively contributing to processes that lead to improved staff health and wellbeing

8. Provide clear, visible, responsive and professional leadership to all clinical and non-clinical staff in the Division that maximises their effort and potential.

9. Promote an operating framework across the Division that supports staff to be kind, respectful, friendly, professional and work as a team, in accordance with the values and behaviours expected by the Trust.

10. Continuously challenge the status quo and push for improved performance at an individual level.

11. Take decisive and timely action to address areas of performance, underachievement and risk, including leading on specific recovery and improvement work across a range of services where appropriate.

12. Demonstrate established negotiation skills in the management of conflict across a range of situations, including the resolution of complaints which may involve diffusion of hostility and aggression.

13. Develop robust workforce and training plans that support the Divisions clinical strategy and annual plan.

14. Promote and implement robust human resource (HR) practices and adherence to all Trust policies.

Financial Management

1. Ensure the effective delegated budgetary management and the budget setting for all defined services in conjunction with the Heads of Service in each department, producing robust CIP plans and ensuring these are delivered and resources utilised cost-effectively in collaboration with the DD and Divisional senior team.

2. In conjunction with the DD and working with the Heads of Departments and Clinical Directors, ensure the achievement of all the performance standards and expectations in terms of quality, access and finances for the defined service(s).

3. Work with the Divisional management team on the introduction and utilisation of service line reporting to ensure balanced reporting of income and expenditure.

4. Proactively support the management and development of income generating activity by ensuring all coding and booking systems are well managed.

5. Actively participate in business cases and bids for capital and revenue funding within specific service areas. Work with the DD and other senior clinical managers in the service development/change bids and capital bids process and provide support to service leads.

Information Resources & Governance

1. Monitor effective staff communication, information systems and involvement, ensuring staff have the opportunity to be involved in and influence the planning and development of services.

2. Contribute to the Divisional systems of governance (clinical, financial, staff, audit and information) and risk management, ensuring appropriate processes are in place and maintained with regular reports.

3. Ensure comprehensive risk assessments are completely regularly and that active management of the risk register is a mandatory theme at service meetings.

4. Ensure the performance indicators relevant to the specific work areas are reported within the Divisional performance framework and within the allocated deadlines.

5. Ensure all statutory and mandatory training requirements are achieved and that appraisals are conducted.

6. Ensure robust systems of information management are in place, including filing structures, retention and destruction in accordance with relevant policies and strategies.

Person Specification

Qualifications

Essential

• Educated to degree level or equivalent experience

Experience

Essential

• Senior Operational Management experience in an acute trust managing services

Skills

Essential

• Must possess a high standard of verbal and written communication skills, including numeracy and be able to analyse reports and data sets

Experience

Essential

• Evidence of delivery of key targets and commitment to ongoing service improvement

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.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).

Employer details

Employer name

Mid Cheshire Hospitals NHS Foundation Trust

Address

Leighton Hospital

Middlewich Road

Crewe

CW1 4QJ

Employer's website

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