Operations Lead

The Operations Lead is responsible for the day-to-day delivery, performance, and continuous improvement of clinical and non-clinical services within their portfolio. Working closely with clinical leads, service managers (line managers), and system partners, the post-holder ensures services are safe, efficient, and aligned with organisational and national priorities.

They will oversee operational planning, workforce coordination, demand and capacity management, and delivery against key performance indicators over multiple services. The role includes managing service pressures, resolving operational issues in real time, and ensuring high quality patient experience across pathways.

The Operations Lead contributes to strategic development, supports transformation programmes, and drives a culture of accountability, collaboration, and improvement. They will provide visible leadership, support governance processes, and ensure compliance with NHS standards, policies, and regulatory requirements.

Key Working Relationships

External to GPN:

Main duties of the job

Duties include but are not limited to:

1. Leading the Unplanned Care Operations Meeting jointly with Clinical Leads

2. Reviewing service capacity

3. Liaising with clinical and operational SMT members to ensure visibility and responsiveness to urgent matters

4. Co-leading the Quality & Safety Review Meeting to monitor learning events, complaints and risks

5. Attending Unplanned Hospital @ Home meetings to review clinical and operational progress

6.Participating in working and mobilisation groups, including Business Continuity, UEC Hub and CQC

7.Representing the Director at QPSC, presenting papers and documentation

8.Leading and chairing COMG, ensuring attendance and report submission

9.Managing service managers daily, including 1-1s and appraisals

10. Attending Virtual Ward meetings with NWAFT

11. Reviewing performance, finance and KPIs

12. Supporting ICB submissions

13. Investigating and reporting learning events

14. Supporting inspections, audits and reviews, including CQC and GIRFT

15. Recruiting, onboarding and supporting staff

16. Developing service models and policies

17. Promoting services and engaging partners

18. Completing DSE assessments

19. Supporting audits, papers and escalations

20. Deputising for the Director of Operations when required

Person specification

Knowledge

Essential

• 1.Strong understanding of NHS operational pressures, pathways, and performance standards.
• 2.Knowledge of governance, risk, and quality frameworks.
• 3.Understanding of workforce planning and service resilience.
• 4.Awareness of safeguarding, equality, and patient experience principles.

Desirable

• 1.Knowledge of the NHS or other healthcare sector.

Communication & Skills

Essential

• 1.Excellent organisational and problem-solving skills.
• 2.Ability to manage competing priorities in a fast-paced environment.

3.Strong communication skills, able to influence and negotiate with clinical and non-clinical colleagues.

4.Ability to analyse data, interpret performance information, and make evidence-based decisions.

5.Skilled in managing change and supporting teams through transformation.

6.Ability to work autonomously and exercise sound judgement.

7.Competent in producing reports, briefings, and action plans.

Desirable

• 1.Ability to design and deliver improvement projects using recognised methodologies.
• 2.Advanced digital literacy, including use of NHS clinical and operational systems.

Experience

Essential

• 1.Significant operational management experience within a healthcare or complex service environment.
• 2.Experience managing teams, rotas, and day to day service delivery.
• 3.Proven ability to meet performance targets and manage demand and capacity.
• 4.Experience working with clinicians and multidisciplinary teams.
• 5.Experience contributing to governance, risk management, and PSIRF framework.

6.Experience implementing service improvements or transformation projects

Desirable

• 1.Experience working across urgent care, community, acute, or system wide pathways.
• 2.Experience managing budgets or contributing to financial planning.
• 3.Experience working with external partners (ICBs, ambulance services, local authorities, voluntary sector)

Qualifications

Essential

• 1. Degree level education or equivalent experience.
• 2. Evidence of continuing professional development.
• 3. Training in service improvement, project management, or operational management.

Desirable

• 1. Management or leadership qualification (e.g., ILM, CMI, MBA).
• 2. Training in Lean, QI methodology, or change management.
• 3. NHS leadership programme participation.

Personal Attributes & Abilities

Essential

• 1.Demonstrates NHS values and a commitment to high quality patient care.

2.Collaborative, inclusive leadership style.

3.Resilient, adaptable, and calm under pressure.

4.Commitment to continuous improvement and learning.

5.Ability to build positive relationships across teams and organisations.

Additional criteria

Essential

• 1.Eligible to work in the UK
• 2.Driving licence and use of own car
• 3.A satisfactory Disclosure and Barring check

About the employer

Our vision: To provide the patients of Greater Peterborough with high quality, sustainable healthcare that supports them to stay well and at home for as long as possible.

We are an ambitious at scale primary care organisation with a passion for integration and innovation.

We provide: