Chief Operating Officer

Location: Croydon or home-based with regular travel to HCML offices

FTE: 1

Reports to: CEO/Executive Board

Purpose of the role

The Chief Operating Officer (COO) will oversee and manage the day-to-day operational activities of HCML, ensuring that services are delivered efficiently, effectively, and in compliance with regulatory requirements. The role is integral in driving operational excellence, cost management, and the alignment of operational strategies with clinical and organizational goals. The COO will work closely with the CEO, clinical leaders, and other senior managers to optimize service delivery, quality of care, and financial performance. The span of the role will cover HR, front-line operations, central operations, supply chain and transformation.

Key Responsibilities

Operational Leadership:

• Lead and oversee all operational functions within the organization, including non-clinical services such as IT, facilities management, supply chain, and human resources.
• Implement and monitor operational processes to ensure high standards of care, safety, and quality across all departments.
• Ensure that all departments operate in a collaborative manner and adhere to best practices to achieve seamless service delivery.

Strategic Planning And Execution:

• Work with the CEO and executive team to develop, implement, and monitor the organization’s long-term operational strategies.
• Drive and manage the implementation of key strategic initiatives aimed at improving service delivery, patient care, and organizational efficiency.
• Lead the transformation of operational systems, ensuring alignment with national healthcare initiatives and policies.

Resource And Financial Management:

• Oversee budget planning and financial performance, ensuring that the organization operates within budgetary constraints while delivering high-quality services.
• Ensure efficient use of resources, including personnel, equipment, and facilities, in alignment with operational needs and financial constraints.
• Monitor key performance indicators (KPIs) to ensure operational goals are met and take corrective action where necessary.

Compliance And Regulation:

• Ensure that the organization is compliant with all relevant healthcare regulations, including the Care Quality Commission (CQC) standards and NHS policies.
• Lead the development and implementation of policies and procedures that ensure patient safety and quality of care.
• Keep up to date with regulatory changes and ensure the organization adjusts operations as needed.

Patient Experience And Quality Assurance:

• Work closely with clinical leadership to ensure patient care and experience are at the forefront of operational decisions.
• Implement systems for monitoring patient satisfaction and address any operational issues that could impact the patient experience.
• Promote a culture of continuous improvement to enhance the quality of care provided to patients.

Stakeholder Engagement:

• Foster and maintain strong relationships with key stakeholders, including NHS bodies, local authorities, regulatory bodies, and private sector partners.
• Represent the organization at meetings, forums, and conferences to maintain and build relationships with external stakeholders.
• Engage with patients, staff, and the public to ensure their voices are heard in the decision-making process.

Crisis Management:

• Lead the organization’s response to crises, such as the sudden influx of patients, pandemics, or other emergency situations.
• Develop and maintain crisis management plans, ensuring staff are trained and prepared to respond effectively.

Staff Development And Leadership:

• Oversee the recruitment, training, and professional development of operational staff to ensure the highest level of competency and engagement.
• Promote a culture of teamwork, high performance, and accountability.
• Lead, motivate, and mentor a diverse team of operational leaders and staff.

Person Specification

Experience:

• Proven experience in an operational leadership role within healthcare, ideally in the NHS or private healthcare sector.
• Strong leadership and management skills with a track record of leading cross-functional teams and driving operational improvements.

Skills & Knowledge

• Deep understanding of the UK healthcare system, including regulations, funding models, and care delivery frameworks.
• Solid experience in financial management, budgeting, and resource allocation in a healthcare setting.
• Ability to think strategically and implement initiatives that drive efficiency, quality, and patient satisfaction.
• In-depth knowledge of CQC regulations, NHS standards, and healthcare compliance requirements.

Attributes

• Results-Driven: Focused on achieving operational goals and improving patient care outcomes.
• Collaborative: Able to work effectively in a team-based environment, collaborating across departments.
• Resilient: Ability to handle high-pressure situations and make decisions that balance operational efficiency with patient care.
• Innovative: Open to new ideas and approaches that drive operational improvements and enhance service delivery.

Qualifications and Training

A degree in healthcare management, business administration, or a related field is preferred.

Desirable:

Post-graduate qualifications or relevant professional certifications (e.g., in healthcare management) would be beneficial.

HCML is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

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