Operations Lead

As an Operations Lead, you will take responsibility for the day-to-day operational management of South-West London Integrated Urgent Care services, including the Clinical Assessment Service (CAS) and Out of Hours (OOH) provision. Leading Shift Leads and Coordinators, you will ensure the delivery of safe, effective, high-quality and Care Quality Commission (CQC) compliant services for patients, partners and stakeholders. You will play a key role in maintaining operational performance, supporting service resilience and driving continuous improvement across the service. Working closely with operational and clinical colleagues, you will monitor performance against quality standards and service requirements, ensuring resources are used effectively while maintaining an exceptional patient experience. This is a visible leadership role with direct line management responsibility and the opportunity to develop teams, support service improvement and deputise for the Operations Manager when required.
The role is 37.5 hours per week across a 7-day service, including in-hours and out-of-hours working, with participation in an operational on-call rota., Lead and line manage Shift Leads and Coordinators, supporting recruitment, induction, performance management and staff development. Monitor operational performance and ensure service, quality and business objectives are achieved. Maintain high standards of governance, compliance and CQC readiness across the service. Review operational reports, identify trends and implement improvements to support service effectiveness and resilience. Investigate incidents, manage escalations and resolve operational issues in a timely and professional manner. Work collaboratively with operational, clinical and rota teams to ensure safe and efficient service delivery. Support workforce planning, rota management and staffing continuity, escalating risks where appropriate. Maintain business continuity, health and safety, information governance and security standards. Lead communication, team engagement activities and operational change initiatives across the service.

Experience of line managing staff and supporting team performance. Strong people management, communication and interpersonal skills. Good IT literacy, including experience using Microsoft Word, Excel, PowerPoint and Outlook. Ability to make decisions under pressure, prioritise workload and solve problems effectively. Experience analysing performance information and using data to support operational decision-making. A caring, flexible and professional approach, with a commitment to delivering high-quality patient-focused services. Good basic education and a management qualification or equivalent experience. Ability to travel as required and work evenings, weekends, bank holidays and other unsocial hours.