Operations Manager - Integrated Urgent Care (Farnborough)

The Operations Manager is responsible for supporting the delivery of safe, effective, high-quality Integrated Urgent Care services, promoting positive patient experience, staff engagement and operational performance. The post holder will provide operational leadership across the service, supporting continuous improvement, service development and regulatory compliance in partnership with the Head of Service and wider leadership team. Working individually and as a team to deliver the service to the required standards working flexibly as appropriate for a 24/7 service.

Main Duties and Responsibilities:

• Responsible for the day-to-day operational management of the service, working with the Head of Service and wider teams to deliver organisational objectives.
• Provide visible, values-based leadership and support for operational teams, promoting a culture of accountability, inclusion, wellbeing and continuous improvement.
• Lead recruitment, onboarding, induction, appraisal, performance management, and succession planning, ensuring the workforce is skilled, engaged, and future ready.
• Maintain oversight of operational staffing and non-clinical rotas to support safe service delivery.
• Develop teams through coaching, mentoring and performance support, enabling high-performing teams.
• Ensure compliance with mandatory training, competencies, professional standards, and organisational policies.
• Promote staff engagement through regular communication, team meetings, recognition initiatives, and support.
• Translate organisational strategy into operational delivery plans with clear objectives, milestones, and measurable outcomes.
• Support service transformation and quality improvement programmes as directed by the Head of Service.
• Maintain oversight of service performance against contractual KPIs, quality standards and patient outcome measures.
• Maintain effective working relationships with host organisations, practices and key stakeholders to support service delivery and resolve operational issues.
• Support service development opportunities and continuous improvement initiatives.
• Support demand, capacity and escalation planning.
• Understand and follow HR policies and procedures, ensure staff wellbeing and development and adopt a collaborative approach to engage staff with a range of skills and communication needs.
• Support in the management of incidents and complaints, contributing to investigations and ensuring learning is embedded and shared within the service.
• Support compliance with CQC standards and organisational governance requirements.
• Contribute to the maintenance of the service risk register and escalate risks appropriately.
• Maintain operational policies, SOPs ensuring annual review, testing, and staff awareness.
• Maintain and regularly review business continuity arrangements for the service, supporting resilience and operational readiness.
• Use patient feedback, audits, and quality metrics to drive service improvement and enhance patient experience.
• Ensure safe and compliant management of medicines, controlled drugs, equipment, and consumables in line with legislation and organisational policy.
• Lead stock management, procurement, and inventory control processes to maximise value for money and minimise waste.
• Respond promptly to national safety alerts and ensure implementation actions are completed and evidenced.
• Maintain oversight of equipment servicing, calibration, environmental monitoring, and asset management.
• Support budget monitoring and ensure value for money in operational expenditure within delegated authority levels.
• Monitor real-time operational performance and implement corrective actions to maintain patient safety and service standards.
• Provide accurate operational reports and performance insights to senior leaders, commissioners, and governance forums.
• Act as the operational lead for site facilities, IT systems, and business support processes.
• Ensure effective management of queues, capacity pressures, and service escalations to minimise risk and delays.
• Lead, foster and promote a culture of effective information governance within business area.
• Visibly champion and embed a culture of best practice information governance.
• Understand NHUC's policies and procedures on the use of information and the management of information risk and ensure they are at the forefront of all activities supporting patient care.
• Ensure that own training is adequate and up-to-date relating to role.
• Ensure that all staff understand the importance of effective information governance and receive appropriate education and training.
• Manage and control the asset register for specific part of the business.
• Seek advice from information subject matter experts as required.
• Provide assurance for the business area relating to management of information risk and compliance against policies and mandatory information governance training requirements.
• Participate in continuing professional development.
• Support NHUC's values and behaviours.
• Complete all mandatory and statutory training requirements.
• Comply with information governance, confidentiality, and data protection requirements.
• Any other reasonable request.