Operations Manager

Operational Leadership Oversee the day-to-day operational management of the practice. Ensure the smooth running of all clinical and non-clinical services. Monitor operational performance against agreed objectives and KPIs. Lead service improvement initiatives to improve patient access, patient experience, and operational efficiency. Support the implementation of new services, pathways, and NHS initiatives. Deputise for the Practice Manager where required. Workforce Management Manage reception, administration, secretarial, and support teams. Ensure staffing levels are maintained to meet service demand. Lead recruitment, onboarding, induction, and retention activities. Conduct appraisals, performance reviews, return-to-work meetings, and staff development reviews. Manage employee relations issues in line with practice policies and employment legislation. Develop workforce plans to support future service requirements. CQC Compliance and Governance Lead on CQC readiness and compliance across all key lines of enquiry (KLOEs). Maintain evidence portfolios to support inspections and audits. Ensure all policies, procedures, risk assessments, and governance documents remain current and compliant. Coordinate responses to CQC inspections and action plans. Support the practices quality assurance framework. Ensure compliance with NHS England, ICB, CQC, and contractual requirements. Patient Access and Service Delivery Monitor appointment capacity and patient access performance. Support implementation of Modern General Practice Access principles. Ensure effective management of reception and patient-facing services. Monitor patient feedback, complaints, incidents, and compliments. Lead actions arising from patient surveys and Friends & Family Test results. Work collaboratively with clinicians to improve service delivery. Quality Improvement and Performance Lead operational audits and quality improvement programmes. Monitor achievement of Quality and Outcomes Framework (QOF) targets. Support delivery of Enhanced Services and Local Incentive Schemes. Produce performance reports and operational dashboards. Analyse activity and demand data to support decision-making. Financial and Contractual Support Support budget monitoring and financial planning. Ensure effective utilisation of practice resources. Assist with contract monitoring and NHS reporting requirements. Support claims submission and performance reporting relating to enhanced services. Identify opportunities for operational efficiencies and cost savings. Information Governance and

Compliance Actively support compliance with

o Data Protection Acto UK GDPR o Information Governance requirements o NHS Digital standards o Safeguarding legislation o Health and Safety regulations Ensure mandatory training compliance across all staff groups. Support incident reporting and significant event processes.PCN and External

Relationships Develop strong relationships with

o Integrated Care Boards (ICBs) o Primary Care Networks (PCNs) o NHS England o Community providers o Secondary care providers o Local authorities o External contractors and suppliers Represent the practice at meetings when required. Support collaborative working across the PCN and wider healthcare system. Business Continuity and Risk Management Maintain and regularly review business continuity plans. Lead operational responses to service disruptions. Ensure appropriate risk management processes are in place. Maintain organisational risk registers and action plans.