Operations Lead in Milton Keynes

The Operations Lead makes sure MKUCS runs smoothly day to day and keeps improving. The role is part of the Senior Management Team and covers operations, workforce and rotas, HR, systems, technology, premises and business continuity. MKUCS is a small organisation, so this is a practical, hands-on role. The post holder must be willing to carry out routine administration and day-to-day operational tasks, solve problems directly and provide cross-cover for colleagues when needed. The post holder must also be willing to carry out 24/7 on-call manager role, on a rotational basis.

Main duties of the job:

• Take the lead on day-to-day operations and make sure agreed service standards and performance measures are met.
• Keep simple and reliable systems for checking performance, staffing, capacity, risks and improvement actions.
• Prepare and update service development plans with clear actions, owners and deadlines.
• Keep operational policies and working instructions up to date and make sure staff understand them.
• Support capacity and contingency planning so services can continue during busy periods or disruption.
• Deal with practical problems directly, keep clear records and escalate significant concerns promptly.
• Provide short, clear reports to the Director of Finance, Executive Team, Board or committees as required.

Activity, demand management and reporting:

• Monitor service activity and demand each day, identify pressure points and take practical action to support safe and timely service delivery.
• Produce accurate and timely daily, weekly, monthly, quarterly and ad-hoc activity and performance reports, including agreed key performance indicators.
• Check the quality and completeness of activity data, investigate unexpected results and work with colleagues to correct issues at source.
• Compare demand, activity, staffing and performance to identify trends, recurring pressures, seasonal patterns and areas where performance could improve.
• Provide clear analysis and practical insights to the Executive Team, Board, commissioners and operational meetings as required.
• Use activity and demand information to support workforce planning, rota design and decisions about shift patterns, staffing levels and skill mix.
• Plan ahead for known peaks in demand, including bank holidays, winter pressures, seasonal changes and other service pressures.
• Recommend and implement agreed changes to staffing or operational processes where this is needed to improve performance or respond to demand.
• Monitor the impact of changes and report whether they have improved capacity, performance, patient experience or value for money.
• Maintain clear records of performance issues, agreed actions, responsible owners and timescales, and follow actions through to completion.

Workforce and rota management:

• Take overall responsibility for workforce and rota management, working closely with the Operations Manager and clinical leads.
• Oversee the rota day to day and make sure shifts are filled with staff who have the right skills, training and authority to work.
• Respond promptly to gaps caused by sickness, leave, changes in demand or other pressures.
• Escalate risks where safe cover cannot be secured.
• Maintain accurate staff, shift, availability and leave information in RotaMaster and make sure changes are entered promptly.
• Act as the main organisational contact for the external RotaMaster supplier, raise system issues, coordinate changes and make sure supplier support is effective.
• Make sure RotaMaster is used consistently, staff have suitable access and training, and data is accurate, secure and suitable for reporting and payroll.
• Plan rotas well in advance so normal demand, known peaks, seasonal pressures, bank holidays and staff leave can be covered safely and affordably.
• Use activity, demand and workforce information to identify future staffing needs and recommend changes to shift patterns, workforce capacity or recruitment plans.
• Monitor temporary, bank and additional staffing, balancing safe cover, staff wellbeing and cost.
• Provide hands-on support with rota administration and staff communications, including cross-cover during leave or periods of pressure.

Human resources:

• Take overall responsibility for making sure the full HR function is delivered effectively.
• Act as the main contact for the external HR provider, agree priorities, monitor response times and quality, and follow up actions.
• Manage the full employment journey, including recruitment, checks, contracts, induction, probation, attendance, performance, conduct, family leave, flexible working, wellbeing, training, organisational change and leaving employment.
• Make sure contracts, letters and changes to terms are accurate, approved and legally compliant, using specialist advice when needed.
• Keep HR policies, templates and manager guidance up to date and make sure they are applied fairly and consistently.
• Give practical day-to-day HR guidance.
• Coordinate employee-relations cases, including grievance, disciplinary, capability and sickness absence.
• Keep secure and accurate staff records that meet legal, data protection and CQC requirements.
• Prepare useful workforce reports covering vacancies, turnover, absence, employee-relations cases, training and workforce risks.
• Make sure payroll changes are authorised and sent to finance or payroll accurately and on time.
• Promote equality, inclusion, staff wellbeing and a positive working culture.

Line management and team support:

• Line-manage the Operations Manager and Senior Administrator, set clear objectives and make sure responsibilities are understood.
• Hold regular one-to-one meetings, appraisals and probation reviews, and support staff development.
• Manage attendance, performance, conduct and wellbeing fairly and promptly, using external HR advice when needed.
• Plan workloads and cover, and support the team through pressure and change.
• Work as part of the team and provide practical cross-cover for colleagues when needed.

Innovation and process improvement:

• Maintain a practical list of improvement ideas and agree priorities that support service needs.
• Work with staff to understand current processes, remove unnecessary steps and design simpler, safer ways of working.
• Clearly define problems, test changes on a suitable scale, measure the results and make successful changes part of normal working.
• Prepare clear options and short business cases covering benefits, costs, staffing, safety, information governance and business continuity.
• Invite improvement ideas from staff and service users and give clear feedback on what will happen next.

New technology and IT:

• Identify technology that could improve access, productivity, patient or staff experience, data quality or resilience.
• Lead approved technology projects, including requirements, supplier contact, testing, training, launch and review.
• Make sure new systems are safe, secure, affordable and suitable for the service before they go live.
• Ensure MKUCS has suitable IT equipment, Microsoft 365, clinical systems and business systems.
• Act as the senior contact for IT support and system suppliers and follow up recurring or service-affecting problems.

Change and project management:

• Manage operational, digital, workforce and improvement projects from start to finish.
• Use clear project plans covering actions, deadlines, owners, costs, risks, communications, training and expected benefits.
• Explain what is changing and why, involve staff early, listen to concerns and provide practical support.
• Make sure staff are trained before new systems or processes go live.

Health and safety:

• Own and regularly review the Health and Safety Policy and make sure staff understand their responsibilities.
• Monitor compliance with health and safety and fire-safety requirements and escalate gaps.
• Keep COSHH, workstation, maternity and other required risk assessments up to date.
• Coordinate RIDDOR reporting where required.
• Own the Waste Management Policy and monitor safe waste management.

Estates and facilities:

• Make sure premises and facilities are safe, secure, fit for purpose and able to support the service.
• Work with the landlord, NHS partners, acute trust and contractors to resolve issues.
• Keep track of repairs, maintenance, access, cleaning, security and other facilities matters.

Emergency planning and business continuity:

• Act as the Emergency Planning Officer and lead EPRR and business-continuity arrangements.
• Own, update and test the Business Resilience Policy and plans.
• Attend relevant internal and external meetings and provide reports as required.

Finance, purchasing and suppliers:

• Manage delegated budgets and resources carefully.
• Support purchasing and contract management for HR, IT, estates and operational services.
• Monitor supplier costs, service levels and delivery, and escalate significant concerns.

General responsibilities:

• Work within MKUCS policies, agreed authority and relevant legal, regulatory and contractual requirements.
• Keep personal, clinical, employment and commercial information confidential.
• Promote equality, inclusion and respect.
• Carry out other reasonable duties at a similar level.

Qualifications:

• Essential: Degree-level education or equivalent knowledge and experience in operations, HR, workforce management, technology or service improvement.