Performance & Operations Manager

Job summary

Job Title: Performance and Operations Manager Location:

Based at Denmark Hill, may be required at other KCH sites, hybrid working

Salary Grade: Service Specialist C (Band 7)

Contract Type: Maternity Cover

We are seeking a dynamic and proactive Performance and Operations Manager to join our Managed Services team. This pivotal role involves providing timely, efficient, and effective business and operational support to ensure the delivery of non-clinical services at the highest standards.

You will work closely with internal teams and external stakeholders to drive continuous service improvement, manage stakeholder relationships, and ensure operational excellence.

At KFM, you will be part of a supportive and innovative team dedicated to making a real impact in healthcare. We offer a collaborative working environment, and the chance to contribute to the NHS's success.

Main duties of the job

Key Responsibilities:

• Lead and support service development and continuous improvement initiatives.
• Build and maintain strong relationships with customers and key stakeholders.
• Investigate customer queries and resolve issues promptly.
• Collate and present data for care group contractual requirements.
• Ensure robust operational processes and procedures are in place.
• Support the development of cost improvement projects (CIP).

What we are looking for:

• Degree-level education or equivalent relevant experience.
• Proven experience in customer service, operations, and data analysis.
• Excellent communication, organisational, and people skills.
• Strong Excel and Microsoft Office proficiency.
• Project management experience is desirable.
• A proactive, flexible approach, with a curious and reflective nature.

How to Apply: If you are ready to take on this exciting challenge, please follow the link to our online application form to apply with your CV and a supporting statement, addressing how you meet the person specification for this role.

Closing Date: 20/10/2024

Interview Dates: 31/10/2024

About us

KFM is a provider of healthcare support services our purpose is to partner with and support healthcare providers in providing world class patient care, with all profits and cost savings reinvested in the NHS.

KFM provides a fully managed service across all clinical areas which includes providing all required clinical supplies and equipment along with maintenance, training and technical support, endoscopy decontamination, sterile services, renal dialysis support, radiology IT support and outpatient pharmacy. KFM also runs a procurement and contract management service for all departments.

KFM is a Limited Liability Partnership owned by King's College Hospital NHS Foundation Trust with no private sector partners. KFM is a public authority not a private company. KFM has an annual turnover of around £185 million and over 350 staff.

Job description

Job responsibilities

Key Purpose

The Performance & Operations Manager is a key role within the Managed Services Directorate in providing timely, efficient and effective business and operational support to ensure delivery of all KFM non-clinical support services.

The post holder will work with the Heads of Operational & Strategic Delivery to support KFM customers to ensure services are responsive, innovative and provided to the highest possible standard.

Key Accountabilities

• Accurate collation of data and material for care group contractual requirements
• Active contribution to service developments and continuous improvement projects
• Demonstrable strong relationships with customers and key stakeholders
• Thorough investigations and interrogation of data and presenting outcomes
• Customer queries and issues investigated and resolved swiftly
• Robust processes and procedures identified, developed and implemented
• Accurate records maintained at all times

Refer to attached JD for full details

Person Specification

General Requirements

Essential

• Please refer to job description above

Desirable

• Please refer to job description above