Focus on business objectives and have a full understanding of the importance of achieving internal and external service levels in order to eliminate financial penalties, improve customer satisfaction and reduce customer complaints / escalations
Supported by Capita policies and local initiatives, be responsible for HR related management and decision-making including the development of direct reports through personal accountability and effective performance management
Be proactively responsible for staff motivation to develop and maintain a positive team ethos to minimise staff absence and attrition
Through effective use of management information, understand the importance of quality issues, KPIs and trends and the impact it has on the TPS service to identify and deliver remedial action/improvement opportunities
Work alongside the Clinical Governance Team to monitor quality. Coaching targets to be agreed & achieved with personal improvement plans implemented to address any development / improvement opportunities
Actively participate in the escalation process, without being prompted, by identifying operational risks and issues which may impact on the grade of service being delivered
Support the Head of Service Delivery in managing the impact of all internal and customer-driven change and initiatives, ensuring that system and process change is understood and that the impact on resource levels is planned.

Minimum 2 years’ management experience
Experience of Service/process improvements, compliance and adherence to timelines, and project work
Performance management experience
Demonstrable planning, leadership, motivational and organisational skills
Detailed knowledge, understanding and experience of the service, including relevant legislation, policies, and systems.
Technical proficiency
Excellent people management skills
Ability to communicate with clarity, precision, and influence.
Stakeholder management skills
Ability to work in a high-pressure environment, managing detailed operational deliverables, meeting targets and business plans.
Proven track record of building and developing teams.
Ability to develop and deliver presentations to direct reports and stakeholders.
Strong analytical skills – familiar with MS Office, particularly Excel/Word and PowerPoint.

25 days’ holiday (rising to 27) with the opportunity to buy extra leave
The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
Auto-enrolment to our company pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology
Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform
Opportunities to learn new skills and develop in your career.

Operations Manager

Key skills