Operations Manager

Governance, Compliance & Quality Implement, maintain, and monitor systems to ensure full compliance with CQC regulations and quality standards. Act as a leader in promoting and supporting all aspects of clinical governance. Maintain awareness of current legislation and ensure adherence to safeguarding policies relating to both adults and children. Monitor, disseminate, and act upon safety alerts and other relevant clinical or operational communications. Support the clinical governance framework by submitting and contributing to reports for QOF, enhanced services, and other contractual requirements. Ensure full CQC compliance for your areas of responsibility by ensuring you review, implement and maintain CQC policies/procedures and that staff are aware of them. Information Governance (Non Clinical Lead) Act as the practice nonclinical Information Governance Lead. Ensure compliance with UK GDPR, Data Protection legislation, and NHS Information Governance requirements. Oversee completion of the Data Security and Protection Toolkit (DSPT). Promote good practice in confidentiality, data protection, and information security across nonclinical teams. Ensure Information Governance policies and procedures are up to date and followed. Support the management and reporting of nonclinical data incidents or breaches. Ensure staff complete mandatory Information Governance training and maintain training records. Act as a point of contact for Information Governance queries, audits, and assurance processes. People Management & Workforce Development Line manager designated staff, including undertaking appraisals and performance reviews. Regularly review and update job descriptions and person specifications, ensuring roles are fit for purpose and employment remains legally compliant. Act as lead for recruitment, including shortlisting, interviewing, and appointment processes, whilst ensuring you remain within the agreed annual budget. Organise, deliver, and oversee staff induction programmes. Ensure staff have individual development plans and that training records are accurate and up to date. Identify training needs and coordinate team or individual training where required. Support the resolution of disciplinary and grievance matters, working closely with the HR department and maintaining oversight of staff wellbeing. Actively promote Equality, Diversity and Inclusion, as well as Safety, Health, Environment and Fire (SHEF) responsibilities within the workplace. Work closely with Finance Department to ensure staffing and asset budgets are utilised effectively and variances are tracked and reported monthly. Patient Services & Engagement Actively promote the use of online patient services, with progress reviewed through registration and usage reports. Support initiatives to maintain and, where possible, grow the practice patient population, monitoring list size trends. Market the practice appropriately to reflect service provision and community engagement. Foster a culture of care, compassion, and respect for patients, carers, and staff. Act as the Carers Champion, ensuring carers are identified, recorded, signposted, and engagement is monitored through the carers register. Act as the Veterans Champion, supporting identification and coding of veteran patients and monitoring access to appropriate NHS services. Support the team to promote and increase uptake of national cancer screening programmes and childhood and adult vaccination programmes, by: Monitoring uptake rates and coverage levels. Supporting recall systems and targeted patient communications. Working with clinical and administrative leads to identify gaps and support improvement against national and local targets. Ensure appropriate systems are in place to maximise income from NHS and private sources IT & Systems Improvement Develop and maintain working knowledge of all relevant clinical and operational software systems. Continually review and improve practice systems and processes to support efficient, high quality service delivery. Regularly review IT systems to ensure they meet the needs of both patients and staff. Monitor and report on our SMS fragmentation usage, ensuring we stay within target. Wider Responsibilities Deputise for the Clinical Contracts Manager as required. Brief clinicians on performance, highlighting actions required to maximise achievement across all contract areas (QOF, LCS, ES, PCN) areas. Attend and actively participate in practice management meetings and complete all required KPIs and monthly board reports. Represent the practice at external meetings relevant to the role. Support shared learning and continuous improvement initiatives. Participate in audits as directed. Lead the development, implementation, review, and updating of practice policies and procedures to ensure compliance with all relevant regulations. Professional Development & Conduct Maintain a clean, tidy, and safe working environment. Complete all mandatory training and induction requirements. Attend a formal annual appraisal, with progress against agreed objectives reviewed regularly. Knowledge and skills Excellent communication skills (written, oral and presenting) Proven leadership skills Competent in the use of MS Office and Outlook Ability to prioritise, delegate and work to tight deadlines in a fast-paced environment Problem solver with the ability to process information accurately and effectively, interpreting data as required Ability to use own initiative, discretion, and sensitivity Clinical system IT user skills Ability to get along with people from all backgrounds and communities, respecting lifestyles and diversity Ability to work as a team member and autonomously Sensitive and empathetic in distressing situations Ability to exploit and negotiate opportunities to enhance service delivery Strategic thinker and negotiator with a solutions-focused approach Effective time management (planning and organising) Good organisational skills Ability to effectively utilise resources Punctual and committed to supporting the team effort High levels of integrity and loyalty Ability to network and build relationships Flexible, cooperative and motivated Confident, assertive and resilient Ability to drive and deliver change effectively Ability to use initiative and judgement Ability to motivate teams, enhance morale and maintain a positive working environment, including team-building sessions