Operational Capability Manager

As the Operational Capability Manager, you will lead the design, governance and delivery of the Functional Assessor onboarding and capability journey from Day 1 through to Stage 5 approval and achievement of Competent Functional Assessor status.

Acting as the operational lead for new entrant capability, you will be responsible for ensuring a consistent, high-quality onboarding and development experience that enables new colleagues to become competent, confident and productive as quickly as possible.

Working closely with Operational Leadership, Clinical Training, Quality, Workforce Planning and the Client, you will provide strategic oversight of onboarding performance, competency progression, operational readiness and workforce capability. You will use data, insight and stakeholder engagement to identify risks, drive continuous improvement and implement solutions that enhance colleague experience, accelerate competency achievement and support operational performance.

The role is accountable for ensuring onboarding and capability programmes remain aligned to contractual requirements, operational priorities and future workforce needs.

Responsibilities:

Operational Capability Leadership

• Lead and oversee the end-to-end Functional Assessor onboarding and capability framework from induction through to Competent FA status.
• Act as the operational owner for onboarding effectiveness, ensuring governance, oversight and accountability across all stages of the new entrant journey.
• Develop and maintain onboarding pathways, capability frameworks and progression plans that support operational performance and workforce readiness.
• Identify risks to onboarding, competency achievement and workforce capability, implementing mitigation plans and escalating where appropriate.
• Provide expert advice and guidance to operational leaders regarding onboarding, capability, development and readiness matters.

Stakeholder Management and Partnership

• Build effective relationships across Operations, Clinical Training, Quality, Workforce Planning, HR, Recruitment and Client stakeholders.
• Act as the key operational interface between training and service delivery functions, ensuring alignment of priorities and successful delivery of onboarding programmes.
• Influence decision-making through the provision of data, insight, recommendations and operational impact assessments.
• Represent onboarding and capability performance within governance forums, leadership meetings and client discussions.

Programme Governance and Performance

• Establish robust governance and reporting mechanisms to monitor onboarding performance, progression, quality and competency outcomes.
• Analyse onboarding, development and capability data to identify trends, emerging risks and opportunities for improvement.
• Produce meaningful management information and recommendations to support operational and strategic decision-making.
• Monitor programme effectiveness against agreed KPIs and contractual requirements.

Continuous Improvement and Change Management

• Lead continuous improvement initiatives to enhance onboarding effectiveness, colleague experience and speed to competency.
• Assess the operational impact of policy, process, contractual or service changes and coordinate implementation plans.
• Use root cause analysis and data-driven insights to identify barriers to progression and deliver sustainable solutions.
• Drive a culture of continuous improvement and operational excellence throughout the onboarding and capability journey.

New Entrant Experience and Development

• Ensure new starters receive a high-quality and consistent onboarding experience that promotes engagement, wellbeing and early success.
• Oversee the coordination of training schedules, mentoring, observations, site visits, development clinics and learning activities.
• Monitor progression throughout the competency pathway and ensure timely intervention where barriers arise.
• Ensure colleagues are appropriately supported and connected with key services, resources and stakeholders throughout their development journey.

Mobility Requirements

This is a remote/home-based role; however, occasional travel to LOT 4 locations, including Croydon, Colchester, Bury St Edmunds, Norwich, Ipswich and Great Yarmouth, will be required. A full UK driving licence and access to a vehicle are desirable but not essential. Candidates must be able to travel to required locations in a timely and reliable manner when business needs arise.

Essential Experience And Knowledge

• Significant experience leading onboarding, workforce capability, learning, operational readiness or performance improvement programmes.
• Proven experience managing and developing teams in a complex operational environment.
• Strong programme, project and stakeholder management experience.
• Experience designing, implementing and improving operational processes and capability frameworks.
• Demonstrable experience using management information, performance metrics and data analytics to drive decision-making and service improvement.
• Experience managing multiple workstreams, competing priorities and organisational change.
• Strong governance, risk management and operational oversight capability.
• Experience influencing senior operational leaders and driving cross-functional collaboration.
• Excellent written, verbal and presentation skills.

Desirable Experience And Knowledge

• Lean, Six Sigma or other Continuous Improvement qualification.
• PRINCE2, APM, Agile or equivalent project management qualification.
• Experience within healthcare, assessment, clinical, regulated or outsourced service environments.
• Experience supporting large-scale recruitment, onboarding or workforce mobilisation programmes.

Skills And Abilities

• Highly organised with the ability to prioritise, coordinate and deliver multiple complex workstreams within a fast-paced operational environment.
• Self-motivated and able to work autonomously, exercising sound judgement and initiative to identify issues, assess risks and implement effective solutions.
• Strong stakeholder management and influencing skills, with the ability to build credibility and effective working relationships at all levels of the organisation.
• Excellent communication and presentation skills, capable of translating complex information into clear actions and recommendations.
• Data-driven and analytical, with the ability to interpret management information, identify trends and use insights to support decision-making and continuous improvement.
• Strong problem-solving capability, using a structured and proactive approach to overcome barriers and deliver sustainable outcomes.
• Skilled at managing change, adapting to evolving priorities and supporting others through periods of transition.
• Able to challenge constructively, influence decision-making and drive accountability to achieve business objectives.
• Demonstrates a continuous improvement mindset, identifying opportunities to enhance processes, colleague experience and operational performance.
• Collaborative and resilient, with the ability to work effectively across operational, clinical and support functions.
• Committed to delivering high standards of service, quality and governance.
• Acts as a role model for PFAS values, demonstrating wellbeing, teamwork and integrity in all aspects of the role.

What You'll Receive

• Up to 10% bi-annual bonus
• Performance-related salary uplift of £2,000 within year one
• 25 days annual leave + Bank Holidays
• Company pension scheme matched up to 6%
• Life assurance
• Westfield Health Cash Plan
• Professional subscription subsidies
• Employee Assistance Programme (including confidential counselling)
• High-street discounts
• Moving Day Leave
• Volunteering days
• Environmental initiatives
• Free eye tests every 2 years
• Free annual flu vaccination
• £1,500 "Recruit a Friend" bonus
• INDHP