Connect job descriptions 2015

Central Operations Manager

JOB DESCRIPTION – Jun 2015

Job Title / Central Operations Manager
Reports To / Head of Operations
Location / Central Office
Hours of Work / Full time

Main Purpose of Role

·  Responsible for the implementation and management of support services for all contracts

·  Maximise efficiencies and effectiveness of the Central Operations Department and Referral Management Centre (RMC)

·  Quality assurance all support pathways and processes

·  Responsible for the safe and effective delivery of central support services to all contracts

·  Recruitment of Central Operations staff

·  Planning future growth and development of the Central Operations Department and RMC in line with the businesses strategic aims and objectives

·  Line Manage the Referral Management Centre Manager and Business Systems Support Manager

·  Deliver agreed Central Operations and key performance indicators

·  Deliver budget (Direct Costs)

·  Departmental Resource planning

·  Ensure appropriate support is provided to the Operations Department to optimise service delivery in all contracts and key accounts

·  Responsible for supply chain management of all consumables and medicine required for the delivery of services in all contracts

·  Training and development of all clinical and non-clinical staff using RMC systems and processes

·  Communication of all RMC referral pathways and processes to all relevant external stakeholders

·  Promoting positive values within the RMC and ensuring that all staff uphold them in all technical and behavioural competencies

Direct Reports

·  RMC Manager

·  Business Systems Support Manager

·  Operations Assistant

Key contacts/relationships

·  Heads of Operations

·  Regional Managers

·  Operational Managers

·  Head of Governance

·  Medical Director

·  National Learning and Development Manager

·  Director HR&Trg

·  Finance Director

·  Finance Controller

·  Marketing Manager

·  Project Managers

Key tasks

·  Develop, maintain and report as required on all agreed Support KPIs

·  Continuous improvement of productivity within the RMC

·  Implementation of systems and processes for new and existing contracts

·  Attract, Recruitment, Develop and Retain Central Operations staff

·  Design and implementation of new systems, procedures, pathways

·  Central Operations Work Force Management and planning

·  Departmental objective setting

·  Clinical Work Force planning

·  Ensure full compliance with agreed systems and processes within contracts

·  Management of the complaints process

·  Direct Report training and development in line with company policy

·  Ensure all users fully adhere to the Medicines policy and ensure processes work efficiently

·  Delivery of timely and appropriate team meetings

·  Full compliance with departmental Governance standards

·  Manage first line communication process with referring customers

·  Responsible for scoping out and securing premises for existing and new services

·  Produce individual performance reports as required in line with key performance measures

·  Ensure all RMC documentation is branded, quality assured and adopted within services

·  Manage the delivery of clinical and support staff training and development during implementation of new contracts and for other new starters

·  Manage and report on Central Operations costs and any variances to budget

Key Performance Measures

·  Central Operations and RMC KPI’s

·  Contract KPIs

·  Departmental costs

·  Effective implementation of new contracts

·  ROI on new initiatives

·  Growth of existing contracts / services

Personal Profile

The role of Central Operations Manager is vital to the growth, development, and delivery of Connect. The job will entail a high degree of team working and leadership with the emphasis on sound, effective communication and management. The Central Operations Manager will focus on process management and implementing and maintaining robust systems/processes with tight control on the commercial base of support services. They will be self-motivated and achievement orientated. This is a pro-active position and the holder will deliver against a backdrop of a changing work environment and commercial pressure.

The Central Operations Manager will be organised, consistent and lead by example. The role requires attention to detail, influencing skills, a service and quality focused approached and an inclusive management style. The Central Operations Manager is expected to be positive, constructive and approachable and will carry out tasks with fairness and integrity. The Central Operations Manager will be commercially focused, a good communicator, customer orientated and committed to the development of quality support services as a market differential and underpinning business ethos.

Variation

The duties of this post may be subject to variation from time to time following consultation with the post holder.

Health & Safety

It is the general duty of every employee to take reasonable care for the health and safety of him/herself and others (including patients). This may involve the wearing of suitable protective clothing and footwear, and to co-operate with the management in meeting its responsibilities under the Health and Safety at Work Act. Any failures to take such care or any contraventions of safety or managerial instructions may result in Disciplinary action being taken.

Confidentiality

All staff are required to respect confidentiality of all matters that they may learn relating to their employment, other members of staff and the general public and will be required to confirm their compliance with relevant codes of conduct.

CRB

This post is subject to an enhanced level of CRB disclosure

Declaration

I confirm that I have received a copy of and fully understand the content, responsibilities and accountabilities of my job description.

Signed ______

Date ______