Operations Manager (Remote Integrated Care Service) - Cwmbran

We are looking to appoint an enthusiastic and highly motivated colleague who will be responsible for the on shift management of the Remote Integrated Care Service and line management of a multi‑professional clinical team.

Main duties of the job

• You will have experience of managing a national multi-disciplinary remote assessment in a first line manager role and demonstrate leadership in delivering a safe and effective service through a period of significant structural service change.
• The ability to speak Welsh is desirable for this post; Welsh and / or English speakers are equally welcome to apply.

Working for our organisation

Our workforce is made up of over 4,000 remarkable people who contribute to the delivery of world‑class patient care across Wales, 24 hours a day, 365 days a year. Whether you work in a patient‑facing role or within our range of support services, the work that you do enables us to provide high quality care, wherever and whenever we’re needed.

The Trust recognises the need for its workforce to represent the diversity of the population it serves across the whole of Wales and seeks to create an environment where diversity is celebrated and inclusivity matters. We are also keen to break down any barriers into the Trust, and would encourage applications from under‑represented groups, including those from Black, Asian and Minority Ethnic communities, LGBTQ+ communities and disability groups.

Careers within the Welsh Ambulance Services University NHS Trust are diverse and varied, with opportunities arising right across the service. Whatever your skills and background, you’re sure to find a career with us which is fulfilling, challenging, and rewarding.

In line with the Trust’s Starting Salary Procedure, all applicants will start at the bottom of the band for the position applied for, but can apply for a higher salary if they have previous experience relevant to the position.

Detailed job description and main responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac.

Working collaboratively with their respective Locality Manager the principle role of the post holder is the 24 / 7 operational leadership of a defined area. The post holder will provide direction and support nurture and development to all staff within their line management. The post holder will manage the delivery of works, estates, security and housekeeping at local site.

Person specification

Qualifications and Knowledge

• Essential criteria

• A degree level of education, or equivalent demonstrable experience
• Highly specialist knowledge of managing a contact centre
• ILM Level 4 in Leadership and Management and willingness to undertake ILM 5 within an agreed timeframe.
• Prioritising conflicting demands and often unpredictable work patterns
• Ability to demonstrate visible leadership in challenging and stressful situations.
• Investigation and report writing skills.
• Demonstrating continuous personal development including leadership and change management.
• Effective and sensitive communications skills
• Ability to adapt tactical actions into operational delivery.
• Organisational Operational Commander course acquired and updated within 3 years.
• Detailed knowledge and experience of managing capacity, demand and activity
• Experience of budget management.

• Presenting complex, sensitive, or contentious information to internal and external groups.
• Clinical Qualification, Registered Nurse or Paramedic

Experience

• Essential criteria

• Relationship management with key stakeholders in Integrated Care and operational setting to support corporate aims and objectives.
• Experience of managing and influencing people
• Experience of working with a diverse range of stakeholders
• Experience of leadership of high performing teams.
• Experience in undertaking investigations.
• Experience of working in a demanding and fast‑moving environments
• Experience of developing tactical working plan to meet strategic objectives.

• Persuading, influencing, and negotiating with staff in time critical circumstances.

Skills and Attributes

• Essential criteria

• Demonstrating role model leadership behaviours and adapting styles to match situations and audiences.
• The ability to consider, decipher and interpret multiple sources of information in real time to make informed judgements and decisions without reference to others.
• The ability to assertively communicate, state and maintain an organisational position to ensure organisational needs are achieved.
• The ability to demonstrate mental agility and decisiveness in rapidly changing environments.
• Being accountable for results and actions and in turn, holding others to account.
• Leading, inspiring, motivating, developing, and managing staff during: a) Intense operational pressure, b) Critical operational incidents; and c) Distressing emotional circumstances.
• Communicating (orally and in writing), adapting the styles and messages to match the situations and audiences including delivering difficult information and at times, in distressing or emotional situations.
• Initiating, building, and maintaining relationships with internal and external key stakeholders; developing partnerships and cooperative working.
• A drive to achieve and lead a team to be successful and engaged.
• Diplomatic, confidential, and assertive.
• Willingness to take personal responsibility for the success of the role.
• Ability to recognise and support staff suffering from emotional trauma, whilst recognising own limits and when to ask for help.
• Ability to persuade and influence.

• Welsh Language Skills are desirable levels 1 to 5 in understanding, speaking, reading, and writing in Welsh.