Operations Manager | Mersey and West Lancashire Teaching Hospitals NHS Trust
| Posting date: | 14 May 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £43,742 - £50,056 per annum |
| Hours: | Full time |
| Closing date: | 13 June 2024 |
| Location: | St Helens, WA9 1TT |
| Company: | St Helens and Knowsley Teaching Hospitals NHS Trust |
| Job type: | Permanent |
| Job reference: | 6251096/409-6251096 |
Summary
Lead Employer
Employment Services – Operations Manager
Permanent
We are an experienced and award-winning Lead Employer employing c.13,000 Doctors and Dentists in Training across NHS England Regions including Northwest, The Midlands, East of England, Thames Valley, Southwest, Yorkshire & Humber and London & Southeast. Established since 2010 we are responsible for the full employment life cycle for our Specialty colleagues in training. For more information on who we are and what we do visit our website at Lead Employer - STHK | Home (merseywestlancs.nhs.uk)
Resilience and self-motivation will be a major part of this role along with a flexible approach to effectively manage a large team of Hr professionals to deliver service requirements in a professional and efficient manner. With excellent management and organisational skills, the post holder will ensure that the team delivers service level agreements, ensures all stakeholder enquiries are managed in an effective and respectful manner and KPIs are met.
The ideal candidate will ensure that relationships are built and maintained with all stakeholders across a wide range of services provided within the Lead Employer model, and provide assurances to the Senior Leadership Team that the team delivers departmental key performance indicators (KPI’s).
Lead Employer have a unique and exciting opportunity, and seek to appoint a Operations Manager to manage and oversee the Hr Shared Service model including Helpdesk and three speciality teams who manage second line queries.
• Manage a large team of HR professionals to deliver all transactional requirements.
• Ensure Helpdesk team maintains the highest possible first contact resolution rate and support the Team Manager to deliver this KPI.
• Oversee the onboarding of 3500 Doctors and Dentists in training in line with NHS recruitment standards and contractual requirements.
• Ensure all contract queries are managed in line with service level agreements and manage any complex queries escalated to you, in line with employment legislation, NHS terms and Conditions of service including Junior Doctor 2016 contract, Agenda for Change and Dental COPTEND.
• Work with host organisation stakeholders to ensure all Doctors in training receive a work schedule in line with Code of Practice, ensuring that the team translate all data provided into the correct pay.
• Work collaboratively with internal stakeholders such as Senior Leadership Team, HWWB, Payroll and Finance to deliver on contractual requirements.
• Develop and deliver service improvements working with the Service Development team as eth Subject Matter expert.
• Effectively plan . orgainise and deliver on a wide range of complex activities within specific deadlines.
The Secretary of State has approved the partnership between St Helens & Knowsley and Southport & Ormskirk Hospitals.
From 1stJuly we have come together as a single organisation under the name Mersey & West Lancashire Teaching Hospitals NHS Trust.
The Trust delivers acute hospital care, intermediate care, community, and primary care services to a population of over 600,000 people with a combined workforce of around 9000 dedicated and skilled staff from 17 locations including Whiston, Southport & Formby, St Helens, Ormskirk and Newton hospitals.
The Trust provides regional services for burns, plastic surgery and spinal injuries to more than 4 million people across Mersey and West Lancashire, Cheshire, the Isle of Man and North Wales.
Our Vision is to deliver 5 Star Patient Care:
• CARE that is evidence based, high quality and compassionate
• SAFETY that is of the highest standards
• COMMUNICATION that is open, inclusive and respectful
• SYSTEMS that are efficient, patient centred and reliable
• PATHWAYS that are best practice and embedded, but also respect the individual needs of patients
Our achievements include:
• Trust rated Outstanding by CQC Inspection August 2018
• Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
• Awarded National Preceptorship Accreditation (2023) for our Nursing & AHP Preceptorship Programme
Please see our Wellbeing & Benefits booklet for more information on our staff benefits. Accessible version available upon request.
KEY DUTIES
Communication and Relationships
· Develop an excellent client (key decision makers) and trainee / service relationship; managing client, trainee and service expectations within the framework of a Service Level Agreement and agreed key performance indicators (KPIs).
· Acts as an advocate for the service; be the key point of contact with the client, other stakeholders and develop any opportunities for potential new clients.
· Discuss complex and sensitive queries with staff, clients and trainees; discuss relevant issues with clients and trainees, which may be contentious, provide advice on complex legislative and corporate issues; negotiates with clients over service issues, as required.
· Production and delivery of reports and presentations.
· Ensure service engagement strategy fully implemented both with the teams responsible for and with clients/trainees/hosts.
Analysis and Judgement
· Works with the Assistant Director of HR to determine services to tender for, taking account of funding and human resources.
· Have a thorough understanding of the performance of each NHS E Region account, including performance against the Service Level Agreement, any associated key performance indicators and be able to analyse the impact they will have on the client / trainees / hosts / service, including identifying effectiveness and efficiencies.
· Interpretation of data and analysis of information to inform client / trainee / host / service.
· Ensure the performance report is produced every month for the clients and Lead Employer, with a summary report once a year. Produce analysis of KPIs, impact and action information on a client-by- client basis.
· Comparison and contrasting of information in relation to previous information.
· Through the Team Managers, ensure legal and customer deadlines/ priorities are met.
· Reduce error rate for the teams you are responsible for .
· Benchmarking against competitor services.
· Ensure monthly performance reports are made available for stakeholders both internal and external and support the Head of Operations at stakeholder meetings as appropriate.
· Work closely with the Head of Operations to utilise intelligence from the service query log system and client /trainee / host evaluation to inform /improve the client / trainee / host / service relationship.
· Thorough understanding of complex data and statistics for monthly and annual returns.
Planning and Organising
· Undertakes strategic planning to ensure service meets requirements with the Assistant Director of HR and the Head of Operations.
· Understand the short and long-term challenges of the service.
· Plans to ensure weekly, monthly, quarterly and annual timetables are met, including all returns being completed within the relevant timescales and legal requirements and visits from auditors are fully accommodated within the services diary/schedule.
· Plan and prioritise key areas of work, identifying any areas of risk with the Head of Operations
· Ensure Risk Log maintained within the team.
· Leads on projects for the service, as determined by the Head of Operations.
Physical Skills and Effort
· Standard keyboard/use of computer packages.
Patients/Clients/Customers
· Manage an existing, defined Client account portfolio of high, medium and low-level categories of complexity.
· As well as supporting the Head of Operations at Client meetings, holding regular review meetings with clients (decision makers).
· Cover a wide client base to create comprehensive coverage.
· Resolve any client / trainee / host issues and escalate when necessary. Feeding back all suggestions for improvement to the Head of Operations.
· Provide specialist advice to Team Managers and staff in respect of operational issues affecting Service Delivery and to deal with complex queries – ensuring a timely resolution, escalating when necessary.
· Ensure quality assurance is incorporated in all processes and compliance is checked through the compliance audit programme.
· Ensure the teams you are responsible for maintain an issue log and use this to inform the learning programme for the team.
· Line manages teams; setting and maintaining performance targets, which are aligned to the service objectives.
· Investigations lead on complaints about the service, providing feedback to complainants and implementing any necessary change(s) to improve the service.
Policy and Service Delivery
· Strong contributor to key business objectives of the service and support the Assistant Director of HR and the Head of Operations with the management of clients / trainees / hosts.
· Play a key role in winning new business and have an overall understanding of the budget implications of their actions. Understand and realise commercial opportunities.
· Understand their part in the service value stream and apply any changes in conjunction with the Head of Operations.
· Suggests changes to Lead Employer policies and procedures within the service in line with best practice and legislative changes.
· Responsible for ensuring staff are working to Standard Operating Procedures through the compliance audit process.
Financial Responsibility
· Authorised signatory for signing off relevant budget and expenses including overtime and bank working.
· Develops and monitors budgets with regards to the service and provide advice as required.
· Proficient in the formal tendering process with a thorough understanding of Standing Financial Instructions.
· Produce comprehensive monthly KPI reports for clients.
· Manages any additional service requests and variances, ensuring profit margins are maintained.
Leadership and Training
· Some training responsibilities in relation to the service within the scope of the Service Level Agreement.
· Manages the delivery of teaching and development programmes to improve the performance of the service for the client / trainee / host / service.
· Support the Head of Operations and the Team Managers with the day-to-day management, including recruitment (or assisting with recruitment) appraisal, discipline, training and delegation.
· Make presentations to Clients, trainees / hosts and/ or staff at all levels.
· Leads and manages designated teams, including performance management, feedback, coaching, training and counselling.
Professional Responsibilities
· Maintain professional registration to CIPD as required.
· Adhere to the relevant Code of Practice of the professional body.
· Adhere to all statutory regulations.
· Adhere to Standing Financial Instructions
Record Keeping, Information Technology and Governance
· Responsible for information systems relevant to the client / trainee / host relationship e.g, portal for client information, marketing materials and keeping it up-to-date.
· Participate in the service compliance audit programme, ensuring teams are fully compliant with the processes.
· Create and maintain accurate records and documents (paper/electronic) in line with documentation/confidentiality guides.
· Financial Instructions and in accordance with agreed policies and procedures.
· Proficient in the Microsoft suite of software.
· Responsible for ensuring that all changes to legislation and terms and conditions are actioned in a timely manner.
· Ensure all statutory returns are made.
· Maintain active action register capturing all audit and control assurance actions.
· Work to the NHS’ document management framework.
Research and Development
· Develop, implement and participate in surveys and audits relevant to the service and report on findings/actions within the client performance report.
Decision Making and Autonomy
· Lead specialist for the client / trainee / host / service relationship / partnership and teams.
Physical Skills and Effort
· Light physical effort.
Mental Effort
· Concentration required for negotiations, meetings, checking documents and analysing statistics, interruptions to deal with client / trainee / host issues.
· High volume of work at peak times
Emotional Effort
· May be exposed to emotional situations e.g. Client/ staff /trainee issues.
· Maintains a calm professional approach at all times.
Working Conditions
· Regular and prolonged VDU use.
· Office conditions.
· Some off-site working, which will require travel.
· Occasional risk of challenging behaviour from clients and trainees.
This advert closes on Tuesday 21 May 2024
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