About this role
Job summary
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:
ICB colleagues NHS England colleagues System partners (e.g. NWAFT, EEAST, CUH)
Internal:
Senior Management Team Operations Team Clinical Team GPN IT Manager Finance Team HR Team Data & Performance Team
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
About us
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:
Enhanced evening and weekend access to General Practice. Deliver at scale services to improve the health and wellbeing of the populations we serve. Home visiting and community services. Virtual ward services. IV at Home Service. Advice to ambulance crews to help patients remain at home or to see the most appropriate secondary care team. Recruitment, induction and support of workforce through a team dedicated to supporting Primary Care Networks and hosting of the Cambridgeshire & Peterborough Training Hub.Our principles
To attract innovation and investment into primary care. To be dynamic always seeking out new opportunities. To be the primary care provider at scale -supporting delivery of services at place level that benefits our patients and members. To engage our clinical community identifying local clinical leaders to drive service redesign and delivery across our place. To face challenges head on, working collaboratively to deliver solutions.
Job description Job responsibilities
1. Operational Management
Oversee daily service delivery, ensuring safe staffing, smooth patient flow, and timely escalation of operational issues.Manage rotas, capacity, and demand to maintain service resilience.Lead operational responses to pressures, incidents, and service disruptions.Ensure compliance with organisation policies and procedures, regulatory standards, and statutory requirements. 2.Performance & Quality
Monitor performance against KPIs, national targets, and contractual requirements.Analyse data to identify trends, risks, and opportunities for improvement.Produce performance reports, action plans, and briefings for senior leaders.Support quality improvement initiatives and embed a culture of continuous improvement. 3.Workforce Leadership
Provide day to day leadership to administrative and operational staff.Support recruitment, induction, supervision, and appraisal processes.Promote staff wellbeing, engagement, and development.Address performance issues in line with HR policies. 4.Governance & Risk
Contribute to governance processes, including incident review, risk assessment, and audit. Ensure learning from incidents and complaints is embedded in practice using the PSIRF framework. Maintain accurate risk registers and support mitigation plans. Ensure safeguarding responsibilities are met across services. 5.Service Development & Transformation
Support the design and delivery of service improvement and transformation programmes.Work with clinical leads to redesign pathways and improve patient experience.Contribute to business cases, service reviews, and strategic planning.Engage with digital and innovation projects to enhance service efficiency. 6.Partnership Working
Build strong relationships with clinical teams, corporate services, and external partners.Represent the service at internal and system wide meetings.Work collaboratively with ICBs, local authorities, voluntary sector partners, and other providers to support integrated care.Communication & Working Relationships Clinical leads and multidisciplinary teamsService managers and senior operational leadersCorporate teams (HR, Finance, Digital, Estates, Governance)External partners including ICBs, ambulance services, community providers, and voluntary organisationsPatients, carers, and the public
General Requirements:
Adhere to NHS values and GPN policies.Maintain confidentiality and data protection standards.Participate in mandatory training and continuing professional development.Contribute to an inclusive, respectful, and supportive working environment.
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
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 Greater Peterborough Network
Address Allia Future Business Centre
London Road
Peterborough
Cambridgeshire
PE2 8AL
United Kingdom
Employer's website https://greaterpeterboroughgps.nhs.uk/ (Opens in a new tab)