We have an exciting opportunity for an Operations Manager to join our team in Leicester.
Opcare, part of the international healthcare company Ability Matters Group, is one of the largest suppliers of artificial limb, orthotic, and posture and mobility services to the NHS in England. We consistently deliver a first class service for users, whilst applying the most advanced and exciting clinical and technical solutions available to patients.
To lead and operationally manage the running of the Opcare centre to ensure that it achieves both strategic and operational goals, KPIs, and operates within financial budgets & targets. The role holder will ensure the highest standards of operational, clinical, financial, Health, Safety, Environmental and Quality governance within the centre; and monitor, analyse, report and act on the Opcare centre performance with the department management teams to highlight trends, issues, opportunities and drive improvements to maximise efficiencies and quality.
To develop, manage & oversee the running of the Opcare centre to ensure the service achieves strategic goals, KPIs and operates within financial budgets & targets.
Deliver a service which scores high on customer satisfactory surveys and delivers excellence in patient outcomes.
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.
Attend and lead Customer review meetings and ensure that all Customers reporting requirements are met.
Evaluate service performance by gathering, analysing and interpreting data and metrics and utilise this data to identify areas for improvement and implement these improvements.
Ensure the Prosthetic and Orthotic workshop is working to the expected standard on lead times, quality and health & safety.
Manage direct reports through objective setting, personal development plans, monthly one to ones, performance management and annual appraisals.
Build excellent relationships between Opcare and our NHS/CCG colleagues.
Develop an annual strategic and operational plan for the centre.
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.
Minimise prescribing errors through ensuring the correct use of Opcare clinical management system, other ordering systems and processes.
Manage operational, clinical, financial and budgetary issues and prepare accurate and meaningful weekly & monthly reports reviewing regional P&L vs budget, KPIs, WIP, stock, NCRs, training.
Coordinating weekly reporting from the relevant departments on:
– P&L vs Budget
– Stock management
– Types of appointments & capacity
– Local workshop performance – quality, lead times
– Stock vs Custom usage
– Third party vs OE usage
Analyse reports with the relevant manager and identify areas of concern to agree how these will be addressed quickly and effectively.
Provide onward weekly reporting to National Operations Manager detailing the areas of concern and what corrective actions have been put in place.
Ensure the Opcare complaint process is followed by all employees in the centre.
Provide internal & customer management reports
Ensure internal HSE and DQA audits are performed, proactively following through on the actions that arise.
Skills & Personal Attributes:
The position requires the job holder to possess: –
Experience in a Customer facing role
Excellent organisational and leadership abilities
Outstanding communication and people skills
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
Strong leadership skills
Excellent written, oral, and interpersonal communication skills
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
Excellent attention to detail.
Able to prioritise, plan and organise efficiently and work with multiple conflicting priorities.
Self-motivated and uses initiative.
Attitude of continuous improvement.
Sound literacy & numeracy.
University degree in a Business or Clinical related field – preferred but not essential