National Operations Manager

      Opcare, part of the international healthcare company Ability Matters Group, is one of the largest suppliers of artificial limb and orthotic services to the NHS in England. We aim to deliver a first-class service for users whilst applying the most advanced and exciting clinical and technical solutions available to patients. Our company is now looking to recruit an additional National Operations Manager (NOM) to take our team of NOMs to 3. This team manages the running of the Opcare operations as assigned to ensure that it achieves both strategic and operational goals, KPIs, and operates within financial budgets & targets. The NOM is responsible for overseeing a number of Opcare Centres (5 currently) with a total turnover of c£10m and c100 staff within these 5 locations. Given the role is overseeing a number of Opcare centres some travel to these centres will be required, but the role will be mainly home based.

      The successful candidate would be responsible for the following main functions:

      • To develop, manage & oversee the running of the Opcare operations as assigned to ensure that they achieve strategic goals, KPIs and operates within financial budgets & targets
      • Develop & oversee the assigned centre Managers and teams
      • Deliver a service which scores high on customer satisfactory surveys and delivers excellence in patient outcomes
      • Maximise efficiency and productivity through extensive analysis of the Opcare business to identifying opportunities to streamline business processes, systems and to eliminate waste
      • Help develop and maintain a workforce plan which ensures that the business has the right levels of flexible, multi-skilled and experienced staff to meet the business requirements at present and for the foreseeable future looking at succession plans and the capacity for growth
      • To drive defined improvement projects as directed
      • Help in the planning, introduction, implementation and consequences of major organisational changes
      • Attend and lead Customer review meetings and ensure that all Customers reporting requirements are met
      • Revise and/or formulate policies, SOPs, Work Instructions and promote their implementation & use
      • Evaluate overall performance by gathering, analysing and interpreting data and metrics and utilise this data to inform strategic and operational service development plans within the assigned Opcare centres
      • Provide internal & customer management reports
      • Manage operational staff & activities when requested by the MD of Opcare or the Director of Operations, incorporating objective setting, personal development plans, and monthly one to ones, performance management and annual appraisals.
      • Ensure that the region complies with legal requirements and statutory standards and conforms to established regulations & guidelines
      • Develop and implement guidelines for recruitment and employee evaluations, development and promotion
      • Drive improvement through visible and professional leadership and by being proactive
      • Build excellent relationships between Opcare and our NHS/CCG colleagues
      • Be the escalation point/contact for business related issues within the assigned Opcare Centres
      • Implement new directives for Health & Safety, Quality Environmental, business growth and prosperity
      • Prepare an annual strategic and operational plan and assist the centre managers in their planning process
      • Monitor operational, clinical, financial and budgetary issues and prepare accurate and meaningful monthly reports reviewing regional P&L vs budget, KPIs, WIP, stock, NCRs, training etc and give an overview on strategic, operational, clinical and HSQE issues for the region
      • Excellent appreciation of customer needs and how best to articulate how Opcare can meet those needs
      • Ensure internal HSEQ and clinical audits are performed in each centre across the region, proactively following up on any actions that arise
      • Positively promote the role that our clinical services play in delivering sustainable healthcare. Increase the awareness of and be an advocate of Opcare
      • Drive appropriate use of Ortho Europe products
      • Deliver effective regional communication via regular meetings and emails
      • Ensure a formal governance and quality system is in place with associated action plans that deliver ongoing compliance and improvement
      • Build a robust set of outcome measures, treatment protocols and case studies that document and evidence best practice in the region
      • Minimise prescribing errors through ensuring the correct use of Rehapp and other ordering systems and processes
      • Regional lead for safeguarding
      • Data guardian for the region

      The above list is not exhaustive. The post holder is expected to carry out any duty reasonably requested by the company for someone with his/her level of expertise and seniority.

      This post will require the successful applicant to have the following knowledge, skills and experience:

      Formal Education & Certification:

      • University degree in a Business or Clinical related field

      Knowledge & Experience:

      • A minimum of 4 years’ experience as Manager of Operations or equivalent position
      • A minimum of 6 years’ experience in Operations and ideally in a clinical delivery organisation
      • Experience in a Customer facing role
      • Excellent organisational and leadership abilities
      • Outstanding communication and people skills
      • In depth knowledge of diverse business functions and principles (e.g. supply chain, finance, customer service etc.)
      • Working knowledge of data analysis and performance/operation metrics
      • History of building and maintaining excellent working relationships both internally and externally
      • Positive and proactive ‘can do’ attitude

      Personal Attributes:

      • Strong leadership skills
      • Excellent written, oral, and interpersonal communication skills
      • Ability to present ideas in business-friendly and user-friendly language
      • Highly self-motivated, self-directed, and attentive to detail
      • Ability to effectively prioritise and execute tasks in a high-pressure environment
      • Extensive experience working in a team-oriented, collaborative environment
      • Able to work autonomously utilising own decision-making skills
      • Strong IT/systems skills and knowledge

      To apply please email your CV with a covering letter to

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