Job summary This Operations Manager role sits within the Clinical Services team at NGPS and will support the development and performance of Clinical Services. This is an exciting opportunity to join the NGPS team and support delivery of new and evolving clinical services in line with organisational strategy and local priorities. Main duties of the job The postholder will enhance the quality of services and support future service development, with responsibility for leading, planning and managing the operational delivery of clinical services and projects. This will include: Recruitment and staffing Governance Data and reporting Service improvement Evaluation Integrated working Compliance with quality standards and CQC regulations. About us Newcastle GP Services (NGPS) is the GP federation for Newcastle-upon-Tyne. We are a member organisation for 27 out of the 28 general practices in Newcastle. Our role is to support them to provide excellent clinical care and a positive patient experience. We are a skilled team of non-clinicians and clinicians with significant experience working in healthcare. We help practices work at scale across Newcastle, providing targeted and effective patient care and innovative methods of working to improve quality and efficiency. You can find out more about NGPS and the services we offer on our website here: https://newcastle-gp-services.co.uk Date posted 06 February 2025 Pay scheme Other Salary £46,148 to £53,755 a year (depending on experience) Contract Permanent Working pattern Full-time, Flexible working Reference number B0084-25-0008 Job locations The Grainger Suite, Dobson House Gosforth Newcastle upon Tyne Tyne & Wear NE3 3PF Job description Job responsibilities Operational lead for defined projects within the NGPS Clinical Services portfolio Management of staffing including oversight of rota cover Provide strong, visible and accessible leadership for clinical services Demand and capacity modelling to ensure delivery of effective and responsive services Ensure Clinical Governance standards are met and maintained within the service highlighting any deviations or risks are identified within the service and governance teams. Management of incidents and risks, including coordination of actions and learning and complaint responses Oversight of the implementation of Standard Operating Procedures Support business development, including identification and application for funding opportunities to maximise income Lead on service improvement programmes, and identification of service development opportunities, in line with NGPS strategy Lead service and project evaluation Promote service access and utilisation Oversight and management of recruitment and on-boarding Build and maintain relationships with stakeholders across the system Attendance at meetings and represent NGPS at forums and events Produce reports to a high standard, including compliance audits and Board reports Manage the collection and analysis of data relating to general performance, contract activity and quality, taking corrective actions where appropriate and raising standards accordingly Ensure effective budget management and contribution to cost improvement programmes Integrate NGPS Clinical Services with the wider system, building robust networks and delivery of services in line with national and local strategy Ensure delivery of high-quality services, in line with CQC standards and local and national guidance Lead on change management and effectively communicate, monitor and review change To ensure mandatory and statutory training needs are met, and non-compliance is dealt with as soon as it is identified Line management, including sickness/absence management and team development Maintaining an effective overview of and ensuring compliance with HR legislation Management and escalation of issues, queries and complaints Job description Job responsibilities Operational lead for defined projects within the NGPS Clinical Services portfolio Management of staffing including oversight of rota cover Provide strong, visible and accessible leadership for clinical services Demand and capacity modelling to ensure delivery of effective and responsive services Ensure Clinical Governance standards are met and maintained within the service highlighting any deviations or risks are identified within the service and governance teams. Management of incidents and risks, including coordination of actions and learning and complaint responses Oversight of the implementation of Standard Operating Procedures Support business development, including identification and application for funding opportunities to maximise income Lead on service improvement programmes, and identification of service development opportunities, in line with NGPS strategy Lead service and project evaluation Promote service access and utilisation Oversight and management of recruitment and on-boarding Build and maintain relationships with stakeholders across the system Attendance at meetings and represent NGPS at forums and events Produce reports to a high standard, including compliance audits and Board reports Manage the collection and analysis of data relating to general performance, contract activity and quality, taking corrective actions where appropriate and raising standards accordingly Ensure effective budget management and contribution to cost improvement programmes Integrate NGPS Clinical Services with the wider system, building robust networks and delivery of services in line with national and local strategy Ensure delivery of high-quality services, in line with CQC standards and local and national guidance Lead on change management and effectively communicate, monitor and review change To ensure mandatory and statutory training needs are met, and non-compliance is dealt with as soon as it is identified Line management, including sickness/absence management and team development Maintaining an effective overview of and ensuring compliance with HR legislation Management and escalation of issues, queries and complaints Person Specification Experience Essential Minimum of 2 years operational management experience. Knowledge, understanding and experience in risk management and governance issues. Significant experience in working with the stakeholders of NGPS, and understanding of the local health economy. Experience in managing complex organisational change projects. Previous experience of working in a demanding environment and effectively managing challenging targets within tight deadlines. Previous experience of project management, with evidence of success Knowledge of budgetary systems and processes. Experience of handling confidential information and knowledge of data protection legislation. Experience of communicating with a range of stakeholders and the ability to influence to achieve results. Experience of team working and versatility to take on a variety of tasks. Understanding of CQC and previous experience in delivering against quality indicators. Experience of Board reporting and presenting to stakeholders. Desirable Experience in the local healthcare system (Primary Care, Secondary Care, VCSE). Experience working with GP clinical systems (SystmOne and EMIS). Experience of working to tackle health inequalities and understanding of the Core20Plus5 framework. Skills Essential Excellent leadership skills. Excellent written and verbal communication skills with a proven ability to communicate with impact. Ability to deal with ambiguity and to navigate unfamiliar territory, setting a clear path and establishing new protocols. Excellent organisation and time management skills, with a proven ability to meet deadlines. Ability to network and build collaborative relationships. Advanced knowledge and understanding of Microsoft Office packages e.g. Outlook, Word, Excel and PowerPoint. Ability to use initiative and judgement in effectively managing service development and meeting objectives. Keen attention to detail and ability to produce work to a high standard. Desirable Expert in clinical system management. Significant experience in performance management, analysing and presenting data. Qualifications Essential Educated to degree level or equivalent experience gained through employment, with evidence of effective numeracy, literacy and word processing skills. Formal management or leadership qualification or equivalent significant experience. Evidence of a commitment to continuing professional development. Desirable Post-graduate level qualification Project management training and/or qualification Other Essential The ability & willingness to travel to meetings and courses Full UK driving licence Qualities Essential Excellent and robust interpersonal & communication skills. Forward thinker with a solutions-focused approach to problem-solving. Proactive and self-motivated, with the ability to motivate others. Commitment to continuous service improvement. Ability to prioritise own workload appropriately. Ability to work in a challenging and busy environment whilst meeting set deadlines. Self-motivated and confident able to work with minimal direction. Adaptable and innovative. Enthusiasm, with energy and drive. Hard working, reliable and resourceful. Ability to work flexibly, and outside of core hours where required. Ability to mediate successfully / resolve conflict situations. Person Specification Experience Essential Minimum of 2 years operational management experience. Knowledge, understanding and experience in risk management and governance issues. Significant experience in working with the stakeholders of NGPS, and understanding of the local health economy. Experience in managing complex organisational change projects. Previous experience of working in a demanding environment and effectively managing challenging targets within tight deadlines. Previous experience of project management, with evidence of success Knowledge of budgetary systems and processes. Experience of handling confidential information and knowledge of data protection legislation. Experience of communicating with a range of stakeholders and the ability to influence to achieve results. Experience of team working and versatility to take on a variety of tasks. Understanding of CQC and previous experience in delivering against quality indicators. Experience of Board reporting and presenting to stakeholders. Desirable Experience in the local healthcare system (Primary Care, Secondary Care, VCSE). Experience working with GP clinical systems (SystmOne and EMIS). Experience of working to tackle health inequalities and understanding of the Core20Plus5 framework. Skills Essential Excellent leadership skills. Excellent written and verbal communication skills with a proven ability to communicate with impact. Ability to deal with ambiguity and to navigate unfamiliar territory, setting a clear path and establishing new protocols. Excellent organisation and time management skills, with a proven ability to meet deadlines. Ability to network and build collaborative relationships. Advanced knowledge and understanding of Microsoft Office packages e.g. Outlook, Word, Excel and PowerPoint. Ability to use initiative and judgement in effectively managing service development and meeting objectives. Keen attention to detail and ability to produce work to a high standard. Desirable Expert in clinical system management. Significant experience in performance management, analysing and presenting data. Qualifications Essential Educated to degree level or equivalent experience gained through employment, with evidence of effective numeracy, literacy and word processing skills. Formal management or leadership qualification or equivalent significant experience. Evidence of a commitment to continuing professional development. Desirable Post-graduate level qualification Project management training and/or qualification Other Essential The ability & willingness to travel to meetings and courses Full UK driving licence Qualities Essential Excellent and robust interpersonal & communication skills. Forward thinker with a solutions-focused approach to problem-solving. Proactive and self-motivated, with the ability to motivate others. Commitment to continuous service improvement. Ability to prioritise own workload appropriately. Ability to work in a challenging and busy environment whilst meeting set deadlines. Self-motivated and confident able to work with minimal direction. Adaptable and innovative. Enthusiasm, with energy and drive. Hard working, reliable and resourceful. Ability to work flexibly, and outside of core hours where required. Ability to mediate successfully / resolve conflict situations. Disclosure and Barring Service Check This 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. Employer details Employer name Newcastle General Practice Services Ltd Address The Grainger Suite, Dobson House Gosforth Newcastle upon Tyne Tyne & Wear NE3 3PF Employer's website https://www.newcastle-gp-services.co.uk (Opens in a new tab)