General Manager - Urgent & Emergency Care

Integrated Care System; London; On-site; GBP 82,000 - 95,000; Full time

Job summary

A prominent healthcare provider in London is seeking a Director of Operations to lead Urgent and Emergency Care at Queen Elizabeth Hospital. You will provide strategic direction, enhance clinical outcomes, and manage financial performance. Ideal candidates will have a strong background in clinical service management, excellent communication skills, and a passion for operational delivery.

Qualifications

• Significant experience in clinical service management at a senior level.
• Demonstrable success in delivering large scale change projects.
• Extensive knowledge of the NHS in the acute sector.

Responsibilities

• Ensure the delivery of agreed performance indicators.
• Lead on the development of the annual Service Business Plan.
• Monitor compliance with Trust-wide staff management policies.

Skills

Leadership skills

Operational delivery

Communication skills

People management

Education

First degree or equivalent

Higher degree or master's level

Job description

We have an exciting opportunity for a suitable individual to lead the Urgent and Emergency Care directorate at Queen Elizabeth Hospital, part of Lewisham and Greenwich NHS Trust. In this prominent role you will gain fantastic experience in managing emergency services in a busy acute hospital and work closely with senior leaders across the Trust.

We are looking for a dynamic, inclusive and people-focused leader who is skilled at building relationships with a range of operational and clinical staff, both internally and externally.The successful candidate will provide strategic and operational leadership to the directorate and be responsible for embedding a structured framework for the management of key performance indicators and quality standards. You will also represent the Trust at a range of forums, working closely with the SE London ICB and other partnering organisations.

Main duties of the job

Working in partnership with the Divisional Triumvirate and Clinical Directors, you will be responsible for the operational and financial performance of the clinical services within the directorate. You will ensure there are robust control processes in place to monitor financial performance and quality standards and take decisive action where there are variances from plan. You will also lead on the development of the annual business plan and oversee the drafting and presentation of high-quality business cases and briefing papers for the directorate.

The Division is responsible for providing urgent and emergency care services to patients at Queen Elizabeth Hospital, in collaboration with SEL ICB and other external partners. Our team also works closely with Greenwich Health, who provide the on-site urgent treatment centre. You will be integral to the delivery of several exciting service transformations in progress, including the expansion of the same day emergency care service and the development of a new acute medical and frailty unit.

About us

This role will suit someone with strong leadership skills and a passion for improving clinical outcomes for patients. The successful candidate will need to possess excellent organisational, communication and people skills, with a proven track record in operational delivery and performance management. You will join a driven and progressive senior leadership team, who will support you in your personal development as you progress on your leadership journey.

Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for - the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events that aim to:

• Improve representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development.
• Widen access (anchor institution) and employability.
• Improve the experience of staff with disability.
• Improve the EDI literacy and confidence of trust staff through training and development.
• Make equalities mainstream.

Job responsibilities

KEY RESPONSIBILITIES

Performance Management

Ensure the delivery of agreed performance indicators for the Directorate in relation to clinical outcomes, clinical efficiency and service line reporting.

Ensure the Directorate has clearly defined performance objectives supported by a management regime to deliver continuous improvement.

Develop and implement effective reporting arrangements to accurately record and monitor performance against targets and to pro-actively manage any variances.

Provide regular reports of performance trends and service specific analysis to the Chief Operating Officer and other Executive Directors with assurance that appropriate follow up actions will be completed.

Lead on and oversee drafting and presentation of high-quality business cases, position papers and service plans for the Directorate.

Lead the development of the annual Service Business Plan in conjunction with the Divisional Director of Operations, Service Leads and divisional managerial staff. Lead on specific elements of the divisional plan as defined by the Divisional Director of Operations.

Hold Lead Clinicians, Lead Nurses and Service Managers to account for delivery of their objectives through regular performance and service review meetings.

Deal directly with key external stakeholders including local ICBs and Place teams, other external agencies and contractors as required.

Participate in the Trust Manager on-call rota.

People Management

Monitor compliance within the directorate with Trust-wide staff management policies and procedures and take remedial action with accountable managers where shortfalls occur.

Line manage, coach and develop Lead Clinicians, Lead Nurses and Service Managers and conduct their annual performance appraisal in conjunction with, respectively, the lead clinician and lead nurse.

Ensure that managers have been trained in core workforce policies and are competent to deal with first line workforce issues.

Ensure that all staff have annual appraisals and Personal Development Plans that support the Trusts excellence agenda.

Ensure that staff are deployed cost-effectively and controls are in place to meet key workforce performance indicators on bank and agency, sickness absence reduction, turnover, etc.

Take a proactive approach towards tackling HR issues including recruitment and retention, labour utilisation and skill mix.

Ensure that appropriate action is taken to deal with issues of staff discipline, grievance, poor performance and sickness, up to and including dismissal.

Manage and lead in a way that ensures respect and inclusion of all groups of staff, patients and carers.

Person Specification

Education

• First degree or equivalent
• Evidence of other specialist knowledge at higher degree or master's level
• Extensive knowledge of the NHS in the acute sector with up-to-date knowledge of patient services
• Evidence of CPD

Working with Others

• Highly developed leadership and influencing skills with the ability to enthuse, motivate and involve individuals and teams, and have them understand the Trust's and your performance expectations
• Able to network and collaborate constructively with internal and external partners to deliver and improve services
• Able to lead a team, and to adopt a team approach to deliver and improve services
• Excellent inter-personal and communications skills and the ability to direct when required
• Engages effectively across boundaries, while operating in partnership with stakeholders towards a shared vision
• Able to act with integrity, and to value respect and promote equality and diversity

Experience

• Significant experience in clinical service management at a senior level in a large, complex acute hospital or community service environment
• Demonstrable success in delivering large scale change projects/programs with and through management and clinical teams, including senior level experience.
• Track record of financial delivery
• A good understanding of the changing NHS environment
• Track record in writing complex cases and policies
• Experience of managing and deciding on complex employment issues

Managing Services

• Able to think and plan strategically, tactically and creatively, and to prioritise work programs in the face of competing demands
• Able to manage and deliver services within resources
• Able to critically analyse and interpret complex financial and clinical data sets
• Able to effectively manage performance by holding themselves and others to account for service outcomes
• Able to actively contribute to plans to achieve service goals
• Manage people, by providing direction, reviewing performance, and motivating others
• Able to ensure patient safety by assessing and managing risk associated with service developments
• Able to facilitate transformation and change to improve services

Personal Qualities

• Demonstrate insight into own limitations and abilities and actively seek support and advice when required
• Able to manage themselves by organising and managing themselves while taking into account the needs and priorities of others

Skills

• Able to demonstrate sound political judgement and astuteness in understanding the contexts for change
• Ability to analyse highly complex problems and to develop practical and workable solutions using knowledge and evidence
• Able to make sound decisions using all available evidence, and evaluate their impact
• Excellent IT skills, including the ability to create and handle large documents using Word processing skills, producing spread sheets and analysis for presentation at meetings and Board level events

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Director of Operations, QE Medicine Division

£82,906 to £94,632 a yearper annum inclusive of HCA