Case Advice Operations Manager

NHS Resolution; Leeds; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

NHS Pension Scheme

27 days annual leave

Flexible working arrangements

Eye care vouchers

Job summary

NHS Resolution is seeking an experienced operational leader to join the Case Advice Service as Case Advice Operations Manager. You will oversee delivery, governance and continuous improvement, working with national advisers and service leads to translate strategy into practical operations that deliver high-quality outcomes.

You will lead a small team, manage stakeholder relationships and drive data-informed decision-making, ensuring efficient, responsive services across England, Wales and

Qualifications

• Significant experience leading operational delivery in a complex service environment.
• Commitment to professional standards, governance, confidentiality and inclusive leadership.
• Resilience and judgement to manage ambiguity, competing priorities and deadlines.
• Experience of financial management including budget planning, forecasting or monitoring.
• Organised, pragmatic approach balancing daily delivery with longer-term planning.
• Ability to build relationships, communicate clearly and influence senior stakeholders.
• Experience leading or supporting complex change, service redesign or improvement.
• Strong analytical and problem-solving skills to translate data into actions.
• Experience of performance management, quality assurance, data and KPIs.
• Strong people management and leadership skills.

Responsibilities

• Lead day-to-day operational delivery across the Case Advice Service to ensure a high-quality, responsive service.
• Represent the Case Advice Service in internal and external forums.
• Deputise for the Case Advice Service Leads when required.
• Collaborate with senior colleagues to translate strategic priorities into delivery.
• Support financial management activities including budgeting, forecasting and monitoring.
• Ensure operational systems and data support planning, assurance and benefits realisation.
• Manage and develop a small operational team focusing on performance and wellbeing.
• Lead service improvement projects and programme management.
• Use data and stakeholder feedback to inform priorities and drive improvement.
• Oversee governance, reporting and quality assurance.

Skills

Operational leadership

Stakeholder management

Data-driven decision-making

Governance

Performance improvement

Education

Degree or equivalent experience

Job description

The opportunity

NHS Resolution is seeking an experienced and credible operational leader to join the Practitioner Performance Advice Service as Case Advice Operations Manager.

This is a senior operational leadership role within the Case Advice Service. The post holder will lead operational delivery, performance management, governance, quality assurance, reporting and continuous improvement, helping to ensure the service remains efficient, responsive and focused on delivering high-quality outcomes.

Working closely with the two Case Advice Service Leads for Quality Assurance and Technical Development, you will help translate strategic priorities into operational delivery. You will also lead a small operational support team and work closely with our national network of Advisers, who provide expert, impartial and independent support to healthcare organisations across England, Wales and Northern Ireland.

We are looking for someone who can combine strong people leadership with a practical, evidence-based approach to operational management and service improvement. You will use data, performance information and stakeholder feedback to inform decision-making, identify priorities and improve systems, processes and ways of working.

The role includes deputising for the Joint Case Advice Service Leads, when required, and representing the service in internal and external forums. You will therefore need to demonstrate sound judgement, resilience and the ability to manage a complex portfolio of priorities and relationships.

What you'll be doing

• Lead day-to-day operational delivery across the Case Advice Service, ensuring a high-quality, responsive and well-coordinated service for Advisers and stakeholders.
• Represent the Case Advice Service in internal and external forums.
• Deputise for the Case Advice Service Leads, when required.
• Work collaboratively with senior colleagues and stakeholders to translate strategic priorities into operational delivery.
• Support financial management activities, including budget planning, forecasting and monitoring.
• Ensure operational systems, data and reporting tools are used effectively to support planning, assurance and benefits realisation.
• Manage and develop a small operational support team, supporting performance, wellbeing and a positive team culture.
• Lead service improvement activity, including process redesign, stakeholder engagement and the implementation of sustainable operational change.
• Use data, insight and feedback to identify priorities, support decision-making and drive continuous improvement.
• Oversee performance management, governance, reporting and quality assurance.
• Lead and deliver service improvement projects and programme management activity.

What You'll Bring

We would like to hear from candidates who can demonstrate:

• Significant experience of leading operational delivery within a complex service environment.
• A commitment to professional standards, robust governance, confidentiality and inclusive leadership.
• The resilience and judgement required to manage ambiguity, competing priorities and tight deadlines.
• Experience of financial management, including budget planning, forecasting or monitoring.
• A well-organised and pragmatic approach, with the ability to balance day-to-day operational delivery with longer-term planning and improvement activity.
• The ability to build effective relationships, communicate clearly and influence senior stakeholders.
• Experience of leading or supporting complex change, service redesign or improvement activity.
• Strong analytical and problem-solving skills, with the ability to translate complex information into clear priorities and practical actions.
• Experience of performance management, quality assurance, and the effective use of systems, data, reporting and key performance indicators.
• Strong people management and leadership skills, including supporting development and managing performance effectively.
• Experience of translating strategic priorities into operational delivery and measurable service improvement.

You will be educated to degree level, or possess equivalent relevant experience, supported by evidence of continuing professional development in operational management, service improvement or project delivery.

You do not need to come from a healthcare background to apply. We welcome applications from candidates who can demonstrate strong transferable experience in leadership, operational management, service improvement and change, and who can show how they would apply that experience in this role.

If you are looking for an opportunity to help shape and strengthen an important national service, while leading practical improvements that support colleagues and service users, we would welcome your application.

What We Offer In Return

• Competitive salary and benefits package.
• Opportunities for career growth and development.
• Collaborative and innovative work environment.
• Work in a progressive environment towards data-driven strategies.
• A commitment to diversity, equality, and inclusion.
• Access to the NHS Pension Scheme and a minimum of 27 days Annual Leave.
• Commitment to support individuals in having a work and life balance, offering flexible working arrangements.

• 24 hours employee assistance programme from Health Assured (EAP)
• Eye care vouchers for Specsavers.
• Health service discounts.
• Blue Light card, a discount service for the emergency services and the NHS.
• Cycle to work scheme.
• Season ticket loan scheme.

About Us

NHS Resolution is a not-for-profit arm’s length of the NHS working for health care providers to resolve claims fairly and to share learning across the NHS and beyond. We provide a supportive environment for our staff with specialist training and the opportunity for personal development.

NHS Resolution operates several indemnity schemes, on behalf of the Secretary of State for Health and Social Care, primarily for the handling of liability claims against English NHS Trusts and other commissioners and/or providers of NHS care.

We recognise some candidates may wish to use AI to support their application. We do not prohibit such use but please clearly indicate in your application where you have used AI.

Closing date

13th September 2026

You must have the right to live and work in the UK. If you require a Visa, NHS Resolution is currently unable to support sponsorship requests.