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We are looking for an Operations Manager to join our team in Suffolk. To lead the “day to day” operational delivery in support of EMED goals, with a clear focus on performance delivery and clinical quality of all frontline patient transport services. Ensuring all quality and governance requirements meet objectives and performance targets.

The role is fundamental to the delivery of exceptional service. Providing inspired leadership, developing and guiding the team. Improving performance through strategic decision making.

Role Responsibilities

Business performance and service delivery – Deliver excellent customer service while maximising revenue opportunities to protect P&L. Ensuring that the team have the required knowledge, skills and capabilities to deliver services in accordance with operational guidelines and legislation. Embed and utilise effective and efficient business performance management tools across the area to engage all members of the team in taking personal accountability for the success of the business. Ensure there are solid business continuity plans in place to ensure timely, effective, and efficient operational plans to respond to emergencies, including the preparation of plans and ad hoc arrangements. There may be a requirement to deputise for the Senior Operations Manager when they are absent from the business.

KPIs – Manage and embed Key Performance Indicators (KPIs) to fully support the delivery of effective service on a day-to-day basis, to include balancing the delivery of contractual KPIs against the realities of the current operational environment. Identify opportunities to improve performance outputs through increased logistical efficiencies. Working alongside the Senior Operations Manager to develop operational plans to improve performance standards ensuring these are embedded within the operation. Create and own well thought out, costed and measurable business plans to address pressure points in the operational environment where necessary. Previous experience with in-depth knowledge and understanding of data analysis to drive operational efficiency.

Relationship Management – Develop strong and lasting relationships with stakeholders from Clinical Commissioning Groups, Acute Hospital Trusts, Community Health, Mental Health Partnerships, and Primary Care. This includes line management responsibility for the Patient Transport Liaison Officers based at Ipswich Hospital and West Suffolk Hospital. Act as a champion and ambassador for service user engagement, ensuring that key stakeholders provide regular feedback.

Clinical Quality and Governance – Monitor Governance and Quality requirements ensuring these are adhered to by all staff, while remaining compliant with national standards of clinical, vehicular, and H&S practice ensuring continuous provisions for operational excellence in line with established standards, guidance and training. Actively promote positive reporting behaviours and a continuous improvement mentality. Ensure all aspects and contract compliance, including quality standards Clinical Governance, Health and Safety, Information Governance and Data Protection is understood and consistently applied. Uphold, safeguard, and promote the reputation and values of the organisation throughout all internal and external business relationships. Actively serve as an ambassador for Diversity, always promote and implement the company’s Diversity Policy.

Budgets – Working with the Senior Operations Manager to maximise revenue, cost and margin performance across contract. Work closely with the Senior Operations Manager and key stakeholders to ensure timely delivery of additional revenue opportunities. Identify cost saving opportunities within the operations without impacting the health and safety of employees and service users. Monitor and control employee absences to ensure regular attendance at work.

People Management – Take full accountability for your employees, their safety and well-being, performance, and development. Manage employees in accordance with existing HR policies, such as discipline and absence processes ensuring personal adherence to policies and procedures. Inspire, motivate, and engage with employees to instil a customer service excellence mentality across the organisation. Ensure all employees have a clear understanding of their roles, responsibilities, and expectations which are aligned to operational success.
Hours and environment – The working week is driven by operational activity and deadlines and while the post holder has the autonomy to manage their own diary, the post holder should expect to have to tailor their hours around the needs of the business.