Operational Support Manager - Breast and Endocrine Surgery

At Liverpool University Teaching Hospitals, our staff are the most valuable resource we have, and we are committed to creating a happy and healthy workforce who feel engaged, energised, and fulfilled at work.

An exciting opportunity has arisen for an Operational Support Manager within Breast and Endocrine Surgery at the Royal Liverpool University Hospital and Aintree University Hospital. We are looking to recruit an enthusiastic and motivated new team member to join our operational team.

You will work directly with the General Service Manager, Head of Operations, Clinical Directors, and Lead Nurse to ensure smooth day-to-day running of the service, oversee the delivery of operational and administrative services, and contribute to the Care Group's overall performance, objectives, and financial improvement plans.

You will have line management responsibility for administration staff and work closely with other specialities within the Care Group.

You will demonstrate excellent communication and organisational skills, a flexible approach, and be able to exercise initiative in prioritising your workload. You will be required to liaise effectively with both internal and external stakeholders, be adaptive, and highly organised. We are looking for someone proactive, forward-thinking, and reliable who wants to learn and tackle a new challenge in a role which varies day to day. The post requires an individual who is resilient and adaptable to work in a fast-paced professional environment.

Main duties of the job

Reporting to the General Service Manager, you will be an integral member of the Care Group management team.

The Operational Support Manager will lead the monitoring of operational performance within the Care Group advising the General Service Manager as necessary, ensuring effective and timely management of the Care Group's governance processes.

You will work closely with other specialities within the division and understand the collaborative work which affects the other Care Groups.

Supporting the General Service Manager with the delivery of the specialities operational and administrative services. This includes managing an administration team and monitoring of both national and local Key Performance Indicators and contributing to the achievement of CIP targets.

The Operational Support Manager will ensure existing operational processes and plans are adhered to, in addition to assisting the team to instigate programmes of work and operational change within new and ongoing improvement plans within the delegated Care Group.

The Operational Support Manager will oversee administration teams and will possess personal qualities and skills to deal competently with day-to-day operational issues as they arise.

You will have day-to-day line management responsibility for administration staff with the Care Group.

The Operational Support Manager will be visible and on-hand to deal with queries within their Care Group, deputising for the General Service Manager as and when required.

About us

Liverpool University Hospitals NHS Foundation Trust comprises Aintree University Hospital, Broadgreen Hospital & Royal Liverpool University Hospital. We are part of NHS University Hospitals of Liverpool Group, formed on 1 Nov 2024 from the coming together of LUHFT and Liverpool Women's NHS Foundation Trust. The Group was born from a shared aim to improve the care we provide our patients.

UHLG is one of the largest employers in the region, with over 16,800 colleagues dedicated to caring for our communities - from birth and beyond. For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services for more than two million people in the North West.

Aintree University Hospital is the single receiving site for adult major trauma patients in Cheshire and Merseyside and hosts a number of regional services including an award-winning stroke facility. Broadgreen Hospital is home to elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Women's Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK's largest single site maternity hospital each year. The Royal Liverpool University Hospital is the largest hospital in the country to provide inpatients with 100% single bedrooms and focuses on complex planned care and specialist services.

Job responsibilities

The post holder has day-to-day line management responsibility for administration staff with the Care Group. The Operational Support Manager will be visible and support in creating an open, accountable culture where the administrative teams are confident and skilled. They will demonstrate effective communication, staff engagement, and be available to address issues and solve problems from the administration staff within their Care Group.

• Demonstrate a culture of openness
• Communicate clearly and concisely with compassion.
• Lead, motivate and develop the team
• Take an active role, in collaboration with the Group Management team
• Demonstrate strong negotiation, mediation and persuasion skills with diplomacy and tact in work situations to achieve objectives

The Operational Support Manager will lead the monitoring of operational performance within the Care Group advising the General Service Manager as necessary specifically, the Operational Support Manager will ensure effective and timely management of the Care Group's Cancer and Breast Symptomatic Performance, Patient Target Lists, In-patient, and outpatient waiting lists and key governance processes.

• Monitoring PTLs
• Analyse, manipulate and interpret waiting list data/information to support planning and performance
• Have oversight of multiple administration and clinical systems (IPM, NHS e-referral, SCR, ADT Dashboard, ICR, CRIS, other systems)
• Effective management of both inpatient and outpatient waiting lists
• Monitoring and investigating DATIX incidents
• Reviewing and updating risk registers
• Contributing to management of complaints

Supporting the General Service Manager with the delivery of the Care Group's operational and administrative services. This will include managing an administration team and monitoring of both national and local Key Performance Indicators.

• Managing day-to-day sickness, attendance, and performance of the teams in the care group
• Ensure robust systems are established for appraisal/monitoring, continual development of all administration and clerical staff
• Monitoring performance in various ways
• Working with clinical teams to set new KPIs/targets for the Care Group

The post holder will work closely with other specialities within the division and understand the collaborative work which affects the other Care Groups within their Division.

• Working with specialities on projects like:
• 6-4-2
• Scheduling
• Procurement/ Equipment

The Operational Support Manager will ensure existing operational processes and plans are adhered to. This is in addition to assisting the team to instigate programmes of work and operational change within new and ongoing improvement plans within the delegated Care Group.

• Be actively involved in service productivity Further Faster Programme
• Lead and assist on workstreams regarding performance and productivity
• Understand and identify issues within Care Group financial budgets.
• Work alongside clinical team to streamline and improve current processes and procedures

The Operational Support Manager will oversee administration teams and will possess personal qualities and skills to deal competently with day-to-day operational issues as they arise.

They will support work streams within their speciality to contribute to the achievement of the CIP target for the Care Group.

• Take an active involvement in facilitating further idea generation for Cost Improvements Plans (CIP)
• Organise sessions and bring together new proposals
• Quality impact assess possible new initiatives

Deputising for the General Service Manager as and when required.

Person Specification

Qualifications

Essential

• Degree level or equivalent experience
• Line Management/ Business qualification or equivalent

Experience

Essential

• Recent demonstrable experience of operational management, with clear evidence of responsibility for supporting operational delivery including clinical quality, people management, budget understanding and successful delivery of performance targets within strict financial controls
• Experience of staff management including recruitment, sickness management and ability to deliver meaningful staff appraisals

Knowledge

Essential

• Understanding and appreciation of diversity
• Knowledge and understanding of relevant NHS access targets

Desirable

• Key issues and pace of change facing the NHS nationally and locally, assess and describe impact on services.
• Knowledge and understanding of computerised financial, management, budgetary management and workforce information systems
• Knowledge of governance arrangements and standards in the NHS

Skills

Essential

• Coaching & values led management style, encouraging engagement and empowerment amongst staff and stakeholders, and in developing high performing teams
• Communication skills, to include but not exclusively, mediation, negotiation and training skills using well developed interpersonal skills to influence, inform, reconcile differences and resolve conflicts.
• Solve problems, using a solution focused approach demonstrating competent persuasive and influencing skills
• Use of data and information, including preparing responses to issues often within tight timescales.
• Ability to support business planning processes on behalf of the speciality/specialities
• Monitor speciality/specialities activity plans to meet challenging performance targets within tight financial controls
• Monitor agreed policy on behalf of the speciality/specialities
• IT literate and able to use standard office software and bespoke systems.
• Work in an environment with frequent interruptions, and within stressful, unpredictable situations including responding to and solving urgent and emergency situations day to day

Desirable

• Demonstrate competent project management skills

Employer details

Employer name

Liverpool University Hospitals NHS Foundation Trust

Address

Royal Liverpool University Hospital
Mount Vernon Street
Liverpool
L7 8YE
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