Job overview
We are seeking an exceptional Head of Operations who shares our vision to be trusted in delivering consistently outstanding care and exemplary service to our patients.
East and North Hertfordshire NHS Trust offers an exciting opportunity for an experienced senior manager with a strong blend of operational expertise, strategic insight, and compassionate leadership. We are looking for a proactive and dynamic individual ready to take the next step in their operational leadership career.
The Head of Operations for Unplanned Care plays a pivotal role in supporting the Divisional Leadership Team to drive operational recovery and deliver transformational change, ensuring our patients continue to receive safe, effective, and responsive healthcare. This is a challenging yet rewarding position, offering opportunities for professional growth and development within a supportive and values-driven environment.
This is an exciting time to join our Trust as we refresh our strategic priorities and strengthen collaboration with our Integrated Care System (ICS) partners to enhance the care we provide to our communities. The division is deeply committed to placing people—both patients and staff—at the centre of everything we do, with teamwork being fundamental to our success.
At the heart of our organisation are our core values: Include, Respect, and Improve. We encourage you to embrace these values throughout the recruitment process and in all aspects of your work with us.
Main duties of the job
The post holder will support the Divisional Operations Directorto manage services within the Unplanned CareDivision by:
Co-leading the implementation of strategic and operational plans set by the Divisional Leadership Team to achieve financial, operational, and transformation targets.
Co-ordinatingDivision-wide activities as delegated by the Divisional Leadership Team and ensuring, alongside the Divisional Operations Director, that national and local standards, policies and guidance are implemented throughout the Division.
Representing the Division across the Trust and system.
Working with stakeholders including the ICB to facilitate improvements through change, best practice and service improvement/modernisation.
Managing and co-ordinating Divisional personnel, budgets and resources and supporting other heads of service within the Division to deliver requirements, with direction from the Divisional Operations Director.
Working for our organisation
At East and North Hertfordshire Teaching NHS Trust, we are proud of the range of general and specialist services we provide and our 6,000 or so dedicated staff ensure our patients get the best care. Our ability to be flexible and innovative in the way in which we work and deliver our services to our catchment has never been more important than it is now.
We run the following hospitals:
- The Lister Hospital, Stevenage
- New Queen Elizabeth II (New QEII), Welwyn Garden City
- Hertford County, Hertford
- Mount Vernon Cancer Centre (MVCC), Northwood
We have ambitious plans to become an outstanding, patient-led Trust where dedicated staff provide high-quality, compassionate care to our patients. We continue to undergo significant transformation and our staff and patients are at the heart of delivering this ambitious agenda.
We are committed to a positive work life balance for our employees. This means that any employee is entitled to seek to work flexible working patterns and we are committed to listen and consider all requests. Such requests, of course, have to be made and considered formally, and will need to be balanced against service needs, but our starting point will always be to find ways to support making them happen.
Detailed job description and main responsibilities
Please see the attached Job Description and Person Specification information pack for further detailed information regarding this role.
Person specification
Qualifications / Training
Essential criteria
- Significant NHS management experience.
- Project management experience delivering complex change across a range of departments.
- First degree and/ or healthcare professional.
- Specialist knowledge over more than one discipline/ function acquired over a significant period.
- Masters degree and additional in-depth professional knowledge in a number of disciplines, e.g. financial management, performance management, information systems, staff management acquired through training and experience over extended period.
- Demonstration and evidence of personal professional development.
Previous Experience
Essential criteria
- Evidence of effectively managing large numbers of multi-professional staff in a health or other relevant setting with highly developed and detailed knowledge of the following:
- Current health policy and its impact on the management and development of acute health services
- Highly specialised and extensive knowledge of disciplines within the division
- A broad, demonstrable and up to date knowledge and experience of all specialties within the division
- Senior operational management experience dealing with complex issues across a range of services
- Providing advice to specialist and non-specialist staff
- Experience of ability to manage change quickly and effectively
- Experience of service redesign and development
- Demonstrable commitment to equal opportunities
- Evidence of robust and effective budgetary control on substantial values
- A proven record of success in managing significant operational change while also developing and maintaining high standards of care
- Experience of analysing and making judgements involving situations where there are a number of conflicting issues, and where there is no obvious outcome
- Experience of interpreting national policies and initiatives and implementing these into the workplace
- Evidence of successfully managing change
Desirable criteria
- NHS Experience in a large acute Trust
- Experience in effectively managing clinical services
- Demonstrable research and development experience from inception through to implementation
Skills
Essential criteria
- Excellent communication skills, including the ability to liaise and negotiate
- Proven ability to lead teams effectively, exercising sound judgement
- Ability to think and plan strategically, tactically and creatively, and prioritise work programmes in the face of competing demands
- Ability to work cooperatively with the senior management team within the Trust and develop effective working relationships across the organisation
- Strong quality focus with an innovative approach and the ability to solve complex problems
- Evidence of innovation in previous posts
- Committed to developing self and others
- Excellent verbal and written communication skills
- Strong analytical skills, including the use of statistics and production of reports
- Computer literate including advanced spreadsheet skills
- Evidence of demonstrating sound political awareness and sensitivity to the high profile of the Trust
- Evidence of a commitment to service development
Desirable criteria
- Commissioning experience
- Site management experience
- Experience of using a continuous improvement methodology
Knowledge
Essential criteria
- Good understanding of principles and practice of managing staff performance
- Sound Financial and Service Management
- Knowledge of strategies for effective change
- An understanding and experience of staff management and organisational development
Desirable criteria
- Previous experience of successfully managing capital projects
Other requirements
Essential criteria
- Strong sense of commitment to openness, honesty and integrity in undertaking the role
- Ability to deputise for the Divisional Operations Director when required
- Self-motivated, can do attitude
- Evidence of the ability to motivate and inspire others
- Strong persuasive and influencing skills
- Evidence of self-awareness, acknowledgement of own limitations and development required to improve
- Experience and evidence of engagement around the equality, diversity and inclusion agenda in the workplace and in patient care
- Able to actively support the development of a culture that recognises and promotes equality, values diversity, and actively leads by example in deploying these qualities.
- Understands the impact on equality, diversity and inclusion issues in all aspects of service delivery and planning
- Role model our Trust values every day
- Ability to travel
- Ability to undertake on call requirements which includes ability to attend site
