Operations Manager in Stockport

The Operational Manager at Stockport Medical Group will be responsible for leading the day-to-day operations of the Reception and Administration Teams, ensuring the delivery of safe, efficient, and patient-focused services. Working closely with the Practice Manager and clinical leadership team, the post holder will provide operational leadership, manages resources effectively, and support the achievement of organisational objectives.

Key responsibilities will include workforce planning, recruitment, staff development, performance management, attendance and employee relations management, as well as overseeing administrative systems and processes. The role will also assist operational improvement, support the implementation of new ways of working, and ensure services remain responsive to patient and organisational needs.

The Operational Manager will play a pivotal role in fostering a positive, accountable, and high-performing team culture while maintaining compliance with NHS, CQC, Information Governance, and Health and Safety requirements. The successful candidate will be an experienced operational leader with strong people management, communication, problem-solving, and organisational skills, alongside a thorough understanding of General Practice and NHS Primary Care operations

Main duties of the job

• Lead and oversee the daily operation of the Reception and Administration Teams, ensuring effective, efficient, and patient-centred service delivery.
• Assist in management of staffing levels, workloads, and resources to maintain operational continuity and support patient access to services.
• Provide additional leadership, supervision, performance management, coaching, and development support to administrative and reception staff.
• Assist recruitment activities, including advertising, shortlisting, interviewing, onboarding, and workforce planning.
• Manage employee relations matters, including attendance, annual leave, performance, capability, conduct, grievance, and disciplinary processes, ensuring compliance with practice policies and employment legislation.
• Monitor and improve administrative systems, workflows, and operational processes to enhance efficiency, service quality, and patient experience.
• Produce and analyse operational performance data and reports to support decision-making and service improvement.
• Support projects that improve practice performance, implement new systems, and support organisational change.
• Assist in efforts to ensure compliance with NHS, CQC, Information Governance, Health and Safety, and other regulatory requirements.
• Contribute to quality improvement initiatives, audits, and governance activities while promoting a culture of continuous improvement and accountability across the practice

About us

Stockport Medical Group is a large NHS General Practice serving the communities of Stockport from three surgery sites: Edgeley Medical Practice, Delamere Practice, and Lowfield Surgery. The practice is committed to providing accessible, high-quality primary care services that support the health and well-being of its diverse patient population.

The practice offers GP consultations, chronic disease management, health promotion, vaccinations, screening, and preventative healthcare. Patient care is delivered by a team of GPs, nurses, healthcare professionals, and administrative staff working together to provide safe, effective, and patient-centred services.

Stockport Medical Group places an emphasis on continuous improvement, patient access, and service quality. The practice supports the use of digital services, promotes patient engagement, and works closely with local NHS partners to ensure responsive and sustainable healthcare services. As a training practice, it also contributes to the development of future healthcare professionals and supports innovation within Primary Care.

Committed to the values of compassion, professionalism, teamwork, and accountability, the practice strives to deliver outstanding care while maintaining compliance with NHS standards, regulatory requirements, and best practice guidance. Its focus is on ensuring patients receive timely access to healthcare, a positive experience of services, and the highest standard of clinical and administrative support

Job responsibilities

Job Purpose

The Operational Manager is responsible for the effective day-to-day management of the Reception and Administration Teams at Stockport Medical Group. The post holder will provide visible leadership, operational oversight, and management support to ensure the delivery of high-quality, efficient, and patient-centred services.

The role will have dedicated responsibility for workforce management, recruitment, performance management, operational effectiveness, and the ongoing development of administrative systems and processes across the practice.

Working closely with the Practice Manager and clinical leadership team, the Operational Manager will ensure that staff are supported, resources are effectively deployed, and organisational objectives are achieved.

Key Responsibilities

Operational Management

• Oversee the daily operation of Reception and Administration Teams to ensure safe, effective, and efficient service delivery.
• Monitor workload, staffing levels, and resource allocation to maintain operational continuity.
• Ensure practice policies, procedures, and standard operating processes are followed consistently.
• Identify service improvements and implement changes that enhance patient experience and operational efficiency.
• Support the management of patient access, appointment systems, workflow management, and administrative processes.
• Produce and analyse operational reports and performance data to support decision-making.

Leadership and Team Management

• Provide day-to-day leadership and line management for Reception and Administration Team members.
• Develop a positive, accountable, and high-performing team culture.
• Conduct regular team meetings, one-to-one supervision, and performance reviews.
• Support staff development through coaching, mentoring, and training opportunities.
• Manage team performance and address operational challenges promptly and effectively.

Recruitment and Workforce Planning

• Lead recruitment activities for reception and administrative positions.
• Coordinate advertising, shortlisting, interviewing, onboarding, and induction processes.
• Support workforce planning to ensure appropriate staffing levels across all teams.
• Identify training needs and contribute to succession planning initiatives.

Disciplinary, Attendance and Leave Management

• Manage sickness absence, annual leave, and other staff leave requests in line with practice policies.
• Monitor attendance and staffing levels to ensure service resilience.
• Lead informal and formal employee relations processes, including performance management, capability, conduct, grievance, and disciplinary matters.
• Maintain accurate employment records and ensure compliance with employment legislation and practice policies.
• Work with the Practice Manager to address workforce issues proactively and fairly.

Quality, Governance and Compliance

• Support compliance with NHS, CQC, Information Governance, Health and Safety, and practice standards.
• Ensure administrative processes meet regulatory requirements.
• Contribute to audits, reviews, and service improvement activities.
• Promote a culture of continuous improvement and patient-focused care.

Person Specification

Essential Qualifications and Experience

• Significant experience working within Primary Care, General Practice, or NHS healthcare settings.
• Proven operational management experience.
• Experience managing large teams within a fast-paced environment.
• Experience of staff recruitment, induction, and workforce development.
• Experience managing performance, attendance, disciplinary, and grievance processes.
• Experience leading projects and delivering operational improvements.
• Strong understanding of Primary Care operational processes and patient services.
• Detailed understanding of General Practice operations and NHS Primary Care services.
• Knowledge of employment legislation and HR best practice.
• Knowledge of workforce management principles.
• Understanding of quality, governance, confidentiality, and data protection requirements within healthcare.
• Strong leadership and people management skills.
• Excellent organisational and prioritisation abilities.
• Effective problem-solving and decision-making skills.
• Ability to manage competing priorities and work under pressure.
• Excellent communication and interpersonal skills.
• Competency in Microsoft Office and healthcare information systems.
• Ability to build positive working relationships at all levels.
• Experience of CQC compliance and regulatory requirements.
• Experience using EMIS Web and NHS systems.
• Leadership and Team Development
• Operational Excellence
• Workforce Management
• Change and Project Management
• Communication and Relationship Building
• Problem Solving and Decision Making
• Accountability and Integrity

Person Specification

Skills and Abilities

• Strong leadership skills with the ability to motivate, develop, and manage high-performing teams.
• Excellent organisational and time management skills with the ability to prioritise competing demands.
• Effective problem-solving and decision-making abilities.
• Excellent verbal and written communication skills with the ability to build positive working relationships at all levels.
• Strong analytical skills with the ability to interpret performance data and produce meaningful reports.
• Competent in Microsoft Office applications and healthcare information systems.
• Ability to lead change, manage projects, and deliver measurable operational improvements.

Experience

• Sound understanding of General Practice operations and NHS Primary Care services.
• Knowledge of workforce management principles and HR best practice.
• Understanding of employment legislation and its practical application.
• Knowledge of governance, confidentiality, information governance, and data protection requirements within healthcare settings.
• Understanding of quality improvement methodologies and regulatory compliance requirements.

Qualifications

• Significant experience working within Primary Care, General Practice, or NHS healthcare settings.
• Proven experience in an operational management role with responsibility for service delivery and performance.
• Experience managing and leading large administrative or operational teams.
• Demonstrable experience of recruitment, induction, workforce planning, and staff development.
• Experience managing employee relations matters, including attendance, performance, disciplinary, capability, and grievance processes.
• Experience of CQC compliance and regulatory inspections.
• Experience using EMIS Web and other NHS systems.
• Experience supporting organisational change and service transformation programmes within Primary Care

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.