Job summary The Senior Operational Manager will take full accountability for the strategic leadership and day-to-day operations of Complex Care and Secure Transport services. They will ensure efficient and effective service delivery, oversee compliance with service contracts, and drive quality improvement through data-driven insights and performance analysis. The role involves managing diverse teams, fostering collaboration across departments, and resolving high-impact operational issues. Main duties of the job TheSenior Operational Manager will play a key role in stakeholder management, continuous innovation, and the implementation of strategic initiatives to improve service quality. They will provide leadership in workforce planning, resource allocation, and team development, ensuring alignment with organisational objectives. Strong leadership, communication, and analytical skills are essential for success, alongside experience in healthcare, logistics, or related sectors. About us Prometheus is a leading provider of secure transportation solutions specialising in the mental health sector and Complex Care Enhanced Observations for Acute Trusts, Mental Health Services and Local Authorities. Our team ensures that patients are transported safely and with dignity, maintaining the highest standards of care. Offering a range of services to support NHS Trusts, Local Authorities, and Independent Providers, we have established strong customer relationships and have a good pipeline of business which will see the business continue to push for market leader status within this industry. Date posted 08 November 2024 Pay scheme Other Salary Depending on experience Competitive Contract Permanent Working pattern Full-time Reference number E0421-24-0393 Job locations Prometheus Safe & Secure Ltd Fort Parkway Birmingham B24 9FD Job description Job responsibilities Strategic and Operational Leadership Operations Oversight Provide comprehensive leadership, taking full accountability for the strategic and operational day-to-day running of Complex Care and/or Secure Transport services, ensuring alignment with the companys mission and objectives. Ensure rosters are completed in advance using the available technology to ensure optimal utilisation of staff hours, annual leave planning and sickness management Drive operational excellence by establishing, monitoring, and refining processes within the HUB, staffing rosters (PSS&PCC), and service (job) allocations ensuring seamless, efficient, and effective staff utilisation and service delivery. Lead the resolution of high-impact operational issues, implementing sustainable solutions while ensuring business continuity and service quality. Participate in senior leadership on-call rota/duties, providing high-level guidance during critical incidents and ensuring consistent operational support across the company Stand in for Clinical Support Managers/Customer Support Coordinators where required Contracts Management and Business Development Oversee and ensure full compliance with service contract terms, conditions, and performance standards, driving optimal contract execution and service delivery. Lead contract evaluations to ensure services provided meet defined scope, duration, and financial agreements, while proactively identifying areas for renegotiation or improvement. Ensure compliance with provisions as per contractual agreements, ensuring accuracy in data collection and input for billing. Proactively identify and target potential customers in the UK sector Attend industry events, conferences, and seminars to stay updated on market trends, network, and generate leads. Quality Governance and Continuous Improvement Lead comprehensive investigations into significant operational or clinical issues, ensuring thorough data analysis, root cause identification, and the development of robust corrective actions. Present findings and recommendations to the senior leadership team for strategic decision-making. Synthesise key performance indicators (KPIs) and operational metrics into actionable insights, driving continuous service improvement and aligning operational performance with company objectives. Implement advanced monitoring frameworks to ensure service quality, proactively identifying risks and opportunities for enhancement. Complete customer visits from a clinical and business development perspective whilst identifying areas of improvement Foster a culture of accountability through constructive feedback, coaching, and development initiatives, improving team performance and service delivery standards. People and Performance Management Provide senior leadership and mentorship to a diverse team of frontline and zero-hour workers, ensuring alignment with organisational policies, performance standards, and best practices. Conduct strategic service audits and quality assessments, ensuring compliance with Complex Care and Secure Transport protocols, and driving remedial actions as necessary. Lead workforce planning initiatives, optimising resource allocation, and ensuring robust shift scheduling to support new and ongoing services. Implement performance management systems to track and evaluate team output, driving continuous improvement and addressing attendance or performance gaps promptly through appraisals, supervision, absence meetings and performance improvement plans. Leadership and Strategic Influence Decision Making Serve as a trusted senior leader, offering guidance and decision-making support to teams managing complex or high-risk services, ensuring alignment with corporate objectives and service excellence. Lead the resolution of escalated concerns, complaints, and incidents, fostering a culture of professionalism, empathy, and responsiveness. Stakeholder and Cross-Functional Leadership Cultivate and maintain strategic relationships with internal and external stakeholders, ensuring operational objectives are aligned with broader organisational strategies. Lead cross-functional collaboration efforts, promoting streamlined service delivery, and fostering a unified approach to problem-solving across departments. Represent the organisation in strategic forums, advocating for service improvements and operational innovations. Continuous Improvement and Innovation Spearhead strategic initiatives aimed at driving innovation within Complex Care and Secure Transport services, identifying and implementing new processes, technologies, or methodologies that enhance operational efficiency and service quality. Inspire and empower teams to contribute to ongoing improvement efforts, promoting a culture of creativity, accountability, and excellence in service delivery. Talent Development and Organisational Culture Lead talent development strategies, ensuring the continuous professional growth of teams through tailored training programs and leadership development initiatives. Foster a high-performance culture that emphasises learning, collaboration, and shared success, positioning the company as an employer of choice within the sector. Mental Health Act, Mental Capacity Act and Legal Status Management including DoLS Monitor, review, provide guidance and direction as to the legal status of patients who are subject to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS - new legislation pending) and ensure that they are detained or treated in accordance with the law and the code of practice in all new and ongoing services in Complex Care Secure and Transport Provide guidance and information to support to patients, relatives, carers, and staff on the rights and safeguards of the act, such as consent to treatment, appeals, advocacy, and complaints. Liaise with external agencies and professionals, such as Approved Mental Health Professionals to ensure lawful detention and conveyance. Maintain accurate and confidential records of the legal status and treatment of patients Keep up to date with the changes and developments in the legislation, policy, and practice related to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS - new legislation pending) and the Code of Practice. Participate in training and supervision, and contribute to the development and improvement of the mental health act knowledge and training Job description Job responsibilities Strategic and Operational Leadership Operations Oversight Provide comprehensive leadership, taking full accountability for the strategic and operational day-to-day running of Complex Care and/or Secure Transport services, ensuring alignment with the companys mission and objectives. Ensure rosters are completed in advance using the available technology to ensure optimal utilisation of staff hours, annual leave planning and sickness management Drive operational excellence by establishing, monitoring, and refining processes within the HUB, staffing rosters (PSS&PCC), and service (job) allocations ensuring seamless, efficient, and effective staff utilisation and service delivery. Lead the resolution of high-impact operational issues, implementing sustainable solutions while ensuring business continuity and service quality. Participate in senior leadership on-call rota/duties, providing high-level guidance during critical incidents and ensuring consistent operational support across the company Stand in for Clinical Support Managers/Customer Support Coordinators where required Contracts Management and Business Development Oversee and ensure full compliance with service contract terms, conditions, and performance standards, driving optimal contract execution and service delivery. Lead contract evaluations to ensure services provided meet defined scope, duration, and financial agreements, while proactively identifying areas for renegotiation or improvement. Ensure compliance with provisions as per contractual agreements, ensuring accuracy in data collection and input for billing. Proactively identify and target potential customers in the UK sector Attend industry events, conferences, and seminars to stay updated on market trends, network, and generate leads. Quality Governance and Continuous Improvement Lead comprehensive investigations into significant operational or clinical issues, ensuring thorough data analysis, root cause identification, and the development of robust corrective actions. Present findings and recommendations to the senior leadership team for strategic decision-making. Synthesise key performance indicators (KPIs) and operational metrics into actionable insights, driving continuous service improvement and aligning operational performance with company objectives. Implement advanced monitoring frameworks to ensure service quality, proactively identifying risks and opportunities for enhancement. Complete customer visits from a clinical and business development perspective whilst identifying areas of improvement Foster a culture of accountability through constructive feedback, coaching, and development initiatives, improving team performance and service delivery standards. People and Performance Management Provide senior leadership and mentorship to a diverse team of frontline and zero-hour workers, ensuring alignment with organisational policies, performance standards, and best practices. Conduct strategic service audits and quality assessments, ensuring compliance with Complex Care and Secure Transport protocols, and driving remedial actions as necessary. Lead workforce planning initiatives, optimising resource allocation, and ensuring robust shift scheduling to support new and ongoing services. Implement performance management systems to track and evaluate team output, driving continuous improvement and addressing attendance or performance gaps promptly through appraisals, supervision, absence meetings and performance improvement plans. Leadership and Strategic Influence Decision Making Serve as a trusted senior leader, offering guidance and decision-making support to teams managing complex or high-risk services, ensuring alignment with corporate objectives and service excellence. Lead the resolution of escalated concerns, complaints, and incidents, fostering a culture of professionalism, empathy, and responsiveness. Stakeholder and Cross-Functional Leadership Cultivate and maintain strategic relationships with internal and external stakeholders, ensuring operational objectives are aligned with broader organisational strategies. Lead cross-functional collaboration efforts, promoting streamlined service delivery, and fostering a unified approach to problem-solving across departments. Represent the organisation in strategic forums, advocating for service improvements and operational innovations. Continuous Improvement and Innovation Spearhead strategic initiatives aimed at driving innovation within Complex Care and Secure Transport services, identifying and implementing new processes, technologies, or methodologies that enhance operational efficiency and service quality. Inspire and empower teams to contribute to ongoing improvement efforts, promoting a culture of creativity, accountability, and excellence in service delivery. Talent Development and Organisational Culture Lead talent development strategies, ensuring the continuous professional growth of teams through tailored training programs and leadership development initiatives. Foster a high-performance culture that emphasises learning, collaboration, and shared success, positioning the company as an employer of choice within the sector. Mental Health Act, Mental Capacity Act and Legal Status Management including DoLS Monitor, review, provide guidance and direction as to the legal status of patients who are subject to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS - new legislation pending) and ensure that they are detained or treated in accordance with the law and the code of practice in all new and ongoing services in Complex Care Secure and Transport Provide guidance and information to support to patients, relatives, carers, and staff on the rights and safeguards of the act, such as consent to treatment, appeals, advocacy, and complaints. Liaise with external agencies and professionals, such as Approved Mental Health Professionals to ensure lawful detention and conveyance. Maintain accurate and confidential records of the legal status and treatment of patients Keep up to date with the changes and developments in the legislation, policy, and practice related to the Mental Health Act 1983, Mental Capacity Act and Deprivation of Liberty Safeguards (DoLS - new legislation pending) and the Code of Practice. Participate in training and supervision, and contribute to the development and improvement of the mental health act knowledge and training Person Specification Experience Essential Demonstrated success in managing and leading diverse teams, fostering collaboration, and developing strong working relationships with a variety of internal and external stakeholders. Experience working within a clinical environment, particularly in overseeing service delivery and managing clinical outcomes. Experience in senior operations management and leadership, ideally within ambulance services, logistics, the mental health or acute care sector Desirable Previous experience within a Mental Health community setting or in a customer service role. Communication Skills Essential Skilled in communicating difficult or sensitive decisions with clarity, transparency, and empathy, ensuring stakeholders fully understand the rationale behind these decisions. Empathetic communication style, understanding different perspectives, and responding appropriately to various emotional and professional concerns. Demonstrated ability to convey complex information clearly and concisely, both verbally and in writing, ensuring clarity and minimising misunderstandings across all levels of the organisation. Highly adaptable in presenting information, effectively tailoring communication styles for different audiences, including senior leadership, and addressing questions with confidence and accuracy. Meticulous in recording and documenting information with precision, ensuring data integrity and reliable reporting. Skills Essential Advanced proficiency in the MS Office suite, especially in MS Excel and PowerPoint, enabling high-level data analysis, reporting, and the creation of presentations. Exceptional negotiation, listening, and presentation skills, facilitating clear and effective communication and collaboration with key stakeholders. Strong verbal and written communication skills, capable of articulating complex ideas, operational information, and strategic recommendations clearly and persuasively to senior leadership and external partners. Customer-centric approach with proven ability to establish and maintain long-term customer relationships, driving satisfaction and engagement. Qualifications Essential GCSE grade A to C in English and Maths Registered Mental Health Nurse with valid Nursing and Midwifery Council (NMC) registration Desirable Evidence of further professional development, such as an Advanced Degree in Mental Health Nursing or a related clinical field, or a recognised management or leadership qualification. Person Specification Experience Essential Demonstrated success in managing and leading diverse teams, fostering collaboration, and developing strong working relationships with a variety of internal and external stakeholders. Experience working within a clinical environment, particularly in overseeing service delivery and managing clinical outcomes. Experience in senior operations management and leadership, ideally within ambulance services, logistics, the mental health or acute care sector Desirable Previous experience within a Mental Health community setting or in a customer service role. Communication Skills Essential Skilled in communicating difficult or sensitive decisions with clarity, transparency, and empathy, ensuring stakeholders fully understand the rationale behind these decisions. Empathetic communication style, understanding different perspectives, and responding appropriately to various emotional and professional concerns. Demonstrated ability to convey complex information clearly and concisely, both verbally and in writing, ensuring clarity and minimising misunderstandings across all levels of the organisation. Highly adaptable in presenting information, effectively tailoring communication styles for different audiences, including senior leadership, and addressing questions with confidence and accuracy. Meticulous in recording and documenting information with precision, ensuring data integrity and reliable reporting. Skills Essential Advanced proficiency in the MS Office suite, especially in MS Excel and PowerPoint, enabling high-level data analysis, reporting, and the creation of presentations. Exceptional negotiation, listening, and presentation skills, facilitating clear and effective communication and collaboration with key stakeholders. Strong verbal and written communication skills, capable of articulating complex ideas, operational information, and strategic recommendations clearly and persuasively to senior leadership and external partners. Customer-centric approach with proven ability to establish and maintain long-term customer relationships, driving satisfaction and engagement. Qualifications Essential GCSE grade A to C in English and Maths Registered Mental Health Nurse with valid Nursing and Midwifery Council (NMC) registration Desirable Evidence of further professional development, such as an Advanced Degree in Mental Health Nursing or a related clinical field, or a recognised management or leadership qualification. 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. UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Additional information 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. UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window). Employer details Employer name Prometheus Safe and Secure Address Prometheus Safe & Secure Ltd Fort Parkway Birmingham B24 9FD Employer's website https://www.psecure.co.uk/ (Opens in a new tab)