Operations Manager

To lead and develop the Fitness to Practise Operations team, ensuring the effective delivery of high quality, efficient and compliant operational services across the Fitness to Practise function. The Operations Manager is responsible for overseeing the day to day delivery of operational activities, including case progression, hearings administration, panel management and business support, ensuring all work is undertaken in accordance with organisational policies, statutory requirements and regulatory standards. You will drive continuous improvement, lead operational change initiatives and work collaboratively with internal and external stakeholders to deliver an efficient, customer focused service that supports public protection.

Main Accountabilities

• Operational Management
  • Lead the day to day operations of the Fitness to Practise function, ensuring services are delivered efficiently and effectively.
  • Manage operational performance against agreed KPIs, service standards and regulatory requirements.
  • Oversee the planning and delivery of Fitness to Practise hearings, meetings and associated operational activity.
  • Ensure effective resource planning across the team to meet operational demands.
  • Monitor workflow, identify risks and implement solutions to improve efficiency and service delivery.
  • Ensure compliance with relevant legislation, organisational policies and governance requirements.
• Leadership
  • Lead, motivate and develop a high performing operational team.
  • Conduct regular one to one meetings, performance reviews and development discussions.
  • Manage performance, attendance and wellbeing in line with organisational policies.
  • Foster a culture of accountability, collaboration and continuous improvement.
  • Support succession planning and talent development across the team.
• Service Improvement
  • Identify opportunities to improve operational processes and customer experience.
  • Lead projects to streamline procedures and introduce best practice.
  • Review operational performance data and implement improvements where required.
  • Develop and maintain standard operating procedures and guidance documents.
  • Support organisational change programmes affecting the Fitness to Practise function.
• Stakeholder Management
  • Build effective relationships with internal departments including Legal, Governance, Registration, HR and Finance.
  • Develop productive working relationships with external legal providers, panel members and other regulatory stakeholders.
  • Provide operational advice and support to senior managers and directors.
  • Represent the department at internal working groups and external meetings where appropriate.
• Quality and Governance
  • Ensure operational processes are delivered consistently and in accordance with quality standards.
  • Monitor compliance with statutory and regulatory requirements.
  • Produce operational reports and performance information for senior management.
  • Manage operational risks and contribute to business continuity planning.
  • Support audit activity and implement recommendations where appropriate.
• Financial Management
  • Monitor operational budgets and expenditure.
  • Ensure effective use of resources and identify efficiencies.
  • Support procurement and contract management for operational suppliers where required.

Person Specification

Essential Experience

• Experience managing operational teams within a regulatory, legal, public sector or professional body environment.
• Experience leading service improvement and operational change.
• Experience managing complex operational workflows.
• Experience managing staff performance and development.
• Experience working within governance or compliance frameworks.
• Experience producing operational performance reports and analysing management information.