Operations Lead in Peterborough

The Operations Lead is responsible for the day-to-day delivery, performance, and continuous improvement of clinical and non-clinical services within their portfolio. Working closely with clinical leads, service managers (line managers), and system partners, the post-holder ensures services are safe, efficient, and aligned with organisational and national priorities.

They will oversee operational planning, workforce coordination, demand and capacity management, and delivery against key performance indicators over multiple services. The role includes managing service pressures, resolving operational issues in real time, and ensuring high quality patient experience across pathways.

The Operations Lead contributes to strategic development, supports transformation programmes, and drives a culture of accountability, collaboration, and improvement. They will provide visible leadership, support governance processes, and ensure compliance with NHS standards, policies, and regulatory requirements.

Key Working Relationships

External to GPN:

• ICB colleagues
• NHS England colleagues
• System partners (e.g. NWAFT, EEAST, CUH)

Internal:

• Senior Management Team
• Operations Team
• Clinical Team
• GPN IT Manager
• Finance Team
• HR Team
• Data & Performance Team

Main duties of the job

Duties include but are not limited to:

• 1. Leading the Unplanned Care Operations Meetingjointly with Clinical Leads
• 2.Reviewing service capacity
• 3.Liaising with clinical and operational SMTmembers to ensure visibility and responsiveness to urgent matters
• 4. Co-leading the Quality & Safety ReviewMeeting to monitor learning events, complaints and risks
• 5. Attending Unplanned Hospital @ Home meetings toreview clinical and operational progress
• 6.Participating in working and mobilisationgroups, including Business Continuity, UEC Hub and CQC
• 7. Representing the Director at QPSC, presentingpapers and documentation
• 8. Leadingand chairing COMG, ensuring attendance and report submission
• 9. Managingservice managers daily, including 1-1s and appraisals
• 10. Attending Virtual Ward meetings with NWAFT
• 11. Reviewing performance, finance and KPIs
• 12. SupportingICB submissions
• 13. Investigatingand reporting learning events
• 14. Supportinginspections, audits and reviews, including CQC and GIRFT
• 15. Recruiting, onboarding and supporting staff
• 16. Developing service models and policies
• 17. Promoting services and engaging partners
• 18. CompletingDSE assessments
• 19. Supporting audits, papers and escalations
• 20. Deputising for the Director of Operations whenrequired

Job responsibilities

1. Operational Management

• Oversee daily service delivery, ensuring safe staffing,smooth patient flow, and timely escalation of operational issues.
• Manage rotas, capacity, and demand to maintain serviceresilience.
• Lead operational responses to pressures, incidents, andservice disruptions.
• Ensure compliance with organisation policies andprocedures, regulatory standards, and statutory requirements.

2. Performance & Quality

• Monitor performance against KPIs, national targets, andcontractual requirements.
• Analyse data to identify trends, risks, and opportunitiesfor improvement.
• Produce performance reports, action plans, and briefingsfor senior leaders.
• Support quality improvement initiatives and embed a cultureof continuous improvement.
• Provide day to day leadership to administrative andoperational staff.
• Support recruitment, induction, supervision, and appraisalprocesses.
• Promote staff wellbeing, engagement, and development.
• Address performance issues in line with HR policies.

4. Governance & Risk

• Contribute to governance processes, including incidentreview, risk assessment, and audit.
• Ensure learning from incidents and complaints is embeddedin practice using the PSIRF framework.
• Maintain accurate risk registers and support mitigationplans.
• Ensure safeguarding responsibilities are met acrossservices.

5. ServiceDevelopment & Transformation

• Support the design and delivery of service improvement andtransformation programmes.
• Work with clinical leads to redesign pathways and improvepatient experience.
• Contribute to business cases, service reviews, andstrategic planning.
• Engage with digital and innovation projects to enhanceservice efficiency.

6. Partnership Working

• Build strong relationships with clinical teams,corporate services, and external partners.
• Represent the service at internal and systemwide meetings.
• Work collaboratively with ICBs, localauthorities, voluntary sector partners, and other providers to supportintegrated care.
• Communication & Working Relationships
• Clinical leads and multidisciplinary teams
• Service managers and senior operational leaders
• External partners including ICBs, ambulanceservices, community providers, and voluntary organisations
• Patients, carers, and the public

General Requirements

• Adhere to NHS values and GPN policies.
• Maintain confidentiality and data protection standards.
• Participate in mandatory training and continuingprofessional development.
• Contribute to an inclusive, respectful, and supportiveworking environment.

Person Specification

Knowledge

• 1.Strong understanding of NHS operational pressures, pathways, and performance standards.
• 2.Knowledge of governance, risk, and quality frameworks.
• 3.Understanding of workforce planning and service resilience.
• 4.Awareness of safeguarding, equality, and patient experience principles.
• 1.Knowledge of the NHS or other healthcare sector.

Communication & Skills

• 1.Excellent organisational and problem-solving skills.
• 2.Ability to manage competing priorities in a fast-paced environment.
• 3.Strong communication skills, able to influence and negotiate with clinical and non-clinical colleagues.
• 4.Ability to analyse data, interpret performance information, and make evidence-based decisions.
• 5.Skilled in managing change and supporting teams through transformation.
• 6.Ability to work autonomously and exercise sound judgement.
• 7.Competent in producing reports, briefings, and action plans.
• 1.Ability to design and deliver improvement projects using recognised methodologies.
• 2.Advanced digital literacy, including use of NHS clinical and operational systems.

Experience

• 1.Significant operational management experience within a healthcare or complex service environment.
• 2.Experience managing teams, rotas, and day to day service delivery.
• 3.Proven ability to meet performance targets and manage demand and capacity.
• 4.Experience working with clinicians and multidisciplinary teams.
• 5.Experience contributing to governance, risk management, and PSIRF framework.
• 6.Experience implementing service improvements or transformation projects
• 1.Experience working across urgent care, community, acute, or system wide pathways.
• 2.Experience managing budgets or contributing to financial planning.
• 3.Experience working with external partners (ICBs, ambulance services, local authorities, voluntary sector)

Qualifications

• 1. Degree level education or equivalent experience.
• 2. Evidence of continuing professional development.
• 3. Training in service improvement, project management, or operational management.
• 1. Management or leadership qualification (e.g., ILM, CMI, MBA).
• 2. Training in Lean, QI methodology, or change management.
• 3. NHS leadership programme participation.

Personal Attributes & Abilities

• 1.Demonstrates NHS values and a commitment to high quality patient care.
• 2.Collaborative, inclusive leadership style.
• 3.Resilient, adaptable, and calm under pressure.
• 4.Commitment to continuous improvement and learning.
• 5.Ability to build positive relationships across teams and organisations.

Additional criteria

• 1.Eligible to work in the UK
• 2.Driving licence and use of own car
• 3.A satisfactory Disclosure and Barring check

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.