Operations Director - Cambridge

Operations Director – Cambridge – Reference – Welbeck Centre

We are seeking a highly motivated and experienced Operations Director to provide overall leadership and management to the non-clinical functions within the centre. This position will play a pivotal role in overseeing all the non-clinical teams including administration, facilities and supplies across our unique, private patient day-case centre and in the on-going development of our world class patient care. This role will direct all operational activities for the centre, in line with the Welbeck business objectives, and provide input into the centre’s overall business strategy. There is a requirement to deputise for the Centre Director as required and participate extensively in senior management functions. This is role is line managed by the Centre Director but is supported by the Welbeck Group Capital Projects, Procurement, IT and Finance Teams as well as colleagues across a network of regional centres.

• Location: Oxford
• Full Time

Job Responsibilities
You will work predominantly Monday-Friday around the core hours of 9-6pm, however will need to be flexible to meet the needs of the centre which has extended opening hours and potential for weekend services. This position as Operations Director is a senior leadership role, responsible for day-to-day oversight and ensuring the quality and safety of service provision at the Welbeck Centre. You will lead and implement the hospital’s operational strategy, aligned with the Welbeck central strategy on business, facilities and procurement management. You will have responsibilities as part of the senior leadership team on partner development, medical secretary engagement and clinician practising privileges onboarding. You will be required to participate and report into the Clinical Specialist Boards, Quality Assurance and Performance Improvement Committee and Joint Venture Operating Board.

Operational Leadership
• Lead the delivery of non-clinical operational services to ensure safe, efficient, and high-quality support to clinical functions
• Build highly engaged teams who are led by example in being proactive and responsive to the service demands from clinicians and clinical teams
• Maintain visible leadership across hospital departments and facilitate daily communication to support collaboration and problem-solving

Workforce Leadership and Development
• Attract, retain, and develop a high-performing operations team, fostering a positive open culture of accountability, learning, and growth where staff feel confident to speak up
• Provide effective line management and coaching, including involvement in all HR procedures such as disciplinary or capability procedures where required and supported by the Welbeck HR Team
• Ensure all team members are up to date with mandatory training as well as guest experience and brand awareness training

Performance Management and Governance
• Ensure all operational departments meet agreed service levels and performance KPIs, and align with Welbeck central teams on corporate targets
• Oversee effective labour resourcing and allocation of staffing based on activity, to drive efficiency across clinical and non-clinical teams
• Maintain a robust governance framework for non-clinical services in line with CQC requirements and standards, ensuring incidents and complaints are recorded and investigated

Guest Experience and Service Delivery
• Oversee all guest experience training, related policies and their implementation across the centre, monitoring and acting upon all feedback channels
• Actively engage with patients and visitors to promote a positive experience and identify areas for service improvement
• Proactively seek feedback from clinicians, clinical colleagues and senior management on how the operational functions can be improved

Compliance and Health & Safety
• Lead on Information Governance compliance, including GDPR, data protection and coordination of Subject Access Requests in line with policy
• Ensure that the centre is compliant with health and safety legislation, company policies, and any contract obligations or requirements
• Ensure that statutory and mandatory training, including fire training, moving and handling and waste management is completed across all departments

Financial and Resource Management
• Manage and monitor departmental budgets, ensuring accurate revenue capture, controlled costs and alignment with centre wide financial targets
• Lead on the management of self-pay pricing across the centre, address patient account queries and all insurer pre-authorisation and payments
• Maintain ownership for all digital tools, including the implementation of new companywide systems, and being the superuser and contact point for upgrades and escalations

Business Development and Strategic Contribution
• Support the Centre Director in identifying and implementing new services, pathways, and revenue-generating opportunities
• Maximise patient activity and hospital capacity by supporting efficient scheduling, tracking consultant utilisation, and contributing to revenue
• Participate in the quality governance structure for the centre with clinical specialist boards, centre committees and joint venture operating board

Capital Projects and Facilities Management
• Lead on support central Welbeck teams on the planning, execution, and evaluation of capital projects, refurbishments, and infrastructure upgrades, including IT systems
• Oversee the Business Continuity Plans for all the facilities and services to maintain service delivery across the centre
• Lead on Environmental, Social and Governance (ESG) and sustainability responsibilities, aligning with the Welbeck central policies and initiatives

Experience / Qualifications / Skills
Essential
• Extensive experience in a senior operational management role in a healthcare or similar regulated environment
• Degree level education OR postgraduate leadership and management qualification OR significant management experience
• Financial and budget management skills with an understanding of cost control and resource planning across more than one team
• Demonstrable literacy, numeracy and IT skills
• Experience of data analysis and business development
• Experience of risk management, governance frameworks and health and safety regulations
• Be able to utilise your leadership skills to demonstrate and implement operational best practice

Desirable
• Experience of private healthcare market
• Understanding of private healthcare pathways for self-pay and/or privately insured patients
• Understanding of facilities and contract management in the healthcare setting
• Skills in using of digital tools, reporting systems and implementing new systems
• Previous stakeholder relationship with consultants and medical secretaries
• Have experience of CQC inspections and/or readiness

Skills
• The successful candidate will be able to demonstrate excellence in:
o Leadership & people management skills – excellent judge of situations and clear decision maker
o Adaptability and agility – flexible and able to effectively manage competing pressures and conflicting priorities
o Communications skills – great communicator with different people at different levels in the organisation
o Collaboration – building partnerships and strategic working relationships
o Integrity and resilience – proactive and driven to succeed in a challenging start up situation
o Problem solving skills – highly effective problem solver
o Planning, organisation and delegation skills – juggling key business processes and complex issues

#J-18808-Ljbffr