Operational Services Manager

An exciting opportunity has arisen to join The Walton Centre Neurology Divisional Team. The Division of Neurology is responsible for a wide range of clinical and non-clinical services, including a comprehensive Neurological outpatient service, provided across 14 hospitals.The successful applicant will be a key member of the Neurology Divisional Senior Team and will report to the Clinical Business Manager.The post holder will be responsible for the day to day operational management of the Neurology service, providing operational leadership and support to sub-specialities, including pathway development, service improvement and ensuring robust Data quality KPI.They will have responsibility for ensuring services are delivered within established quality parameters, identifying improvements and potential risks within areas of responsibility.The post will be based at The Walton Centre.Clinical Business Manager0151 556 3951Main duties of the jobThe individual will lead on operational performance, ensuring delivery of KPI's including waiting time targets and contracted activity levels. They will support with activity planning and development of capacity and demand modeling plans.They will have responsibility for ensuring services are delivered within established quality parameters identifying improvements and potential risks within areas of responsibility.The individual will support the Divisional senior team in the delivery of cost improvement plans (CIP), and will have budgetary authority and responsibility for specified areas.The role will support the Divisional Manager and Clinical Business Manager in service developments and will lead on certain activities within Divisional Transformation work to ensure excellent quality of care is provided.The postholder will be responsible for the day to day operational management of the Neurologyservice. This includes supporting the Clinical Business Manager in thedelivery of all performance targets, including waiting time targets,contracted activity levels, finance, and taking an active lead in certainTrust wide or divisional transformation projects.Support the divisionalstrategy by developing and redesigning services to ensure that excellentquality of care is provided to patients and the public, utilising resourcesas effectively as possible.About usThe Walton CentreNHS Foundation Trust is the only NHS trust to hold dual accreditation for theInvestors in People we invest in people and we invest in wellbeingstandards and has been awarded Gold status for both. TheWalton Centre is a leader in the treatment and care of neurology andneurosurgery, placing the patient and their family at the heart of everythingwe do. As the only specialist hospital trust in the UK dedicated to providingcomprehensive neurology, neurosurgery, spinal and pain management services weare proud to be rated as an Outstanding Trust by the Care Quality Commission(CQC), and champion change throughout the field of neuroscience. Originallyformed in 1992, the Trust received Foundation Trust status in 2009.Witharound 1,450 staff, The Walton Centre treats more than 127,000 outpatients and18,000 inpatients each year. We have leading specialists and incrediblydedicated staff delivering excellent clinical outcomes for brain, spinal andneurological care nationally and internationally. Teams across our site inFazakerley, Liverpool, offer a world-class service in diagnosing and treatinginjuries and illnesses affecting the brain, spine and peripheral nerves andmuscles, and in supporting people suffering from a wide range of long-termneurological conditions.Job responsibilitiesRole SummaryThe post holder will be responsible for the day to day operational management of the Neurology service. This includes supporting the Clinical Business Manager in the delivery of all performance targets, including waiting time targets, contracted activity levels, finance, and taking an active lead in certain Trust wide or divisional transformation projects.Support the divisional strategy by developing and redesigning services to ensure that excellent quality of care is provided to patients and the public, utilising resources as effectively as possible.Key ResponsibilitiesPerformance Management and PlanningIdentify and resolve any operational issues that may arise.Support the Divisional Manager and Clinical Business Manager in the implementation of strategy and service development and redesign.Lead certain activities within the Trust and/or Divisional Transformation projects as requiredProvide operational and transformation support to key corporate functions within the Trust, specifically The Patient Access CentreTo manage service development projects as directed by the Divisional Director of Operations, Divisional Manager and Clinical Business ManagerParticipate in the divisional sit rep and cross organisational information gathering and submission and attend bed meetings as required. Act as an escalation for bed management team and liaise with external organisations when delays identified with transfers to other hospitals.Provide complex information regarding performance in a motivational manner which encourages collaborative working in order to deliver against targets.Participate in monitoring and maintaining compliance with relevant CQC standardsBe responsible for the production of business cases to support service developments and improvements in operational performance.Deliver and monitor key performance indicators at specialty level, attending Divisional operational and performance meetings.Provide operational leadership and support to identified sub-specialities, including pathway development, service improvement and ensuring robust Data quality KPI.Support the Divisional Director of Operations and Divisional Manager in identifying and delivering Cost Improvement Plans (CIP) in the DivisionIntroduce and put into practice new or revised policies in defined areas of responsibility.Take a lead with support from the Divisional Manager and Clinical Business Manager in capacity management planning, including devising activity plans.Support the Divisional Manager and Clinical Business Manager to develop capacity and demand models and plans, identifying the resources required to deliver those plans and associated risksLiaising with the Executive team to monitor progress against delivery of Divisional activity plans.To continually seek input from service users to be used to influence change.Provide general managerial advice and guidance throughout areas of responsibilitySupport Departmental heads with business cases and service developments as required.Develop supportive partnership relations to ensure good quality delivery of service in satellite sitesTake the lead on operational performance, ensuring delivery of KPIs, delivering the communication to the senior Trust team.Provide advice, guidance and direct support to the Divisional Operational ManagerContribute towards the procurement and maintenance of all physical assets, reporting to the Clinical Business Manager.Contribute to the development of annual budgets, identifying potential opportunities to generate additional income or to reduce expenditure.Has delegated budget authority and responsibility for specified areas.Support Clinical Business Manager, devising and developing service level agreements for the Division and its partner sites.Support the Divisional Manager, to ensure that the Division has effective systems in place for recouping all income generated from internal and external sources.Information ManagementTake shared responsibility for all aspects of IT within the Division.Support the division by working in collaboration with IM&TGovernanceEnsure that services are delivered within established quality parameters, identifying where improvements are necessary to increase the quality of care delivered to patients.Lead on specific quality initiatives as directed by the Divisional Manager and Clinical Business Manger.Responsible for identifying potential risks within areas of responsibility, and where appropriate, ensuring that these risks are added to the Divisional Risk Register.Ensure that all relevant policies and procedures governing the safety of patients, staff and others are implemented and adhered to within the Division.Contribute to improvements in the quality of care provided to patients Undertake investigations and respond to complaints appropriately within agreed timescales, meeting with the Trust complaints manager and patients.Coordinate and manage the Divisional Complaints process and procedure including undertaking local resolution meetings.Ensure patients needs are central to service delivery and appropriate and timely information is provided to patients and their families, with an emphasis on meeting multi-cultural requirements in line with the Trusts Equity and Diversity Policy.Ensure communication and regular engagement with patients is undertaken and information shared across the Trust.Prioritise and plan an unpredictable workload with frequent interruptions, ensuring deadlines are met within agreed timescales and where there is a frequent requirement for concentration.Review systems and processes by which patients and the public access the service to ensure that we continually strive to improve the experience of patients.Participate with clinicians and clinical teams to help develop protocols and pathways to improve service delivery.To strive to improve the productivity and efficiency of all services within the Division.Human ResourcesTo line manage defined groups of staff and be responsible for the function of the areas managed.Ensure that all staff has a personal development plan.Ensure that all staff attends corporate mandatory training on an annual basis.Responsible for the recruitment, selection and retention of staff within areas of responsibility in accordance with Trust policy and procedures.Responsible for managing sickness absence within areas of responsibility ensuring that Trust policy is applied rigorously.Advise staff on human resource issues in line with Trust policy, dealing with grievances and disciplinarians.Participate in developing a supportive culture which reflects the principles and standards of Improving Working Lives.To ensure that all relevant Trust policies and procedures governing the management of staff are effectively implemented and adhered to.To regularly engage with staff to review how effective they are working as a team, seeking input on how things could be done better and more effectively.To inspire and motivate staff.Support the Divisional Manager and the Clinical Business Manager in the review of workforce structures to ensure they are best placed to deliver services effectively and efficientlyResearch/AuditDevelop internal departmental quality assurance measures to validate the quality of services within the Division.LeadershipWork on own initiative to implement improvements in quality and efficiency of the Division.Deputies for the Clinical Business Manager at meetings and other appropriate management duties as required.Represent the Neurology Division at appropriate committees and meetingsEnsure a supportive learning environment, providing credible direction enabling staff to develop.Person SpecificationQualificationsEducated to degree level or equivalent experienceRelevant management or leadership training / qualificationEvidence of recent, applicable CPD.IHRIM qualification or relevant experience.ExperienceExperience of working in a patient care environment at a supervisor or management levelComprehensive knowledge and understanding of NHS targets and key performance indicators.Knowledge & understanding of the application of NHS national guidanceUnderstanding and experience of NHS Governance agenda and processes (including litigation, complaints process and risk management)Knowledge & understanding of the NHS and Trusts objectives & prioritiesKnowledge and understanding of the NHS Corporate functions and requirements, for example IG, GDPR and Data qualityKnowledge of planning and organisation of services, using a systematic and logical approachExperience of delivering service development or change managementExperience of report writing and development of business cases.Experience of policy developmentProven experience of successful leadership and ability to develop good and effective employee relationsExperience in managing a diverse range of staff groupsKnowledge and experience of HR policies and processes including recruitment, selection, appraisal, performance management etc.Experience in completing time sheets or SVLsExperience of analysing budget statements and developing CIP plansEffective interpersonal skills with the ability to deal with complainants and aggression face to faceHighly developed time management skills with the ability to continually review and prioritise workload whilst dealing with competing demandsProven ability to achieve deadlinesHighly developed planning and organisational skillsExcellent communication and presentation skills to provide and receive highly complex, highly sensitive and contentious information and the ability to influence a wide audience.Strong negotiation, motivational and influencing skillsAble to develop good working relationships and build credibility with a wide range of professionalsAbility to analyse complex contractual and performance data to identify trends and areas for further improvementAnalytical and problem solving skillsAbility to work as part of and lead multi-disciplinary teamsAbility to manage a team of staff, communicating effectively, motivating and influence teams and individuals.Innovative thinker and problem solver with an ability to assimilate different views and opinionsAble to demonstrate logical thought processesAbility to work autonomously and make informed decisions based upon the information availableAbility to deliver whilst working under pressureAbility to work across operational boundariesAbility to maintain confidentialityAble to work across sites.Project Management Experience.Disclosure and Barring Service CheckThis post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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