Operations Manager

Job description

Job summary

The Operations Manager at WyndhamHouse will provide local leadership and operational oversight, ensuring thesafe, effective and efficient day-to-day running of the practice.

The post holder will oversee thecoordination of both clinical and non-clinical services, ensuring effectiveworkflows, appropriate resource allocation and a positive patient experience.They will act as the first point of contact for operational issues, proactivelyidentifying risks and implementing practical solutions to maintain continuityof service.

Working closely with the Partners andGroup Manager, the Operations Manager will be responsible for ensuring thatlocal systems, processes and ways of working remain effective and responsive tochanging service demands. They will also provide local oversight of regulatorycompliance.

The role presents an opportunity foran experienced operational leader with strong people management skills tofurther develop their leadership capabilities within a supportive andcollaborative environment.

The post holder will play a key rolein maintaining a positive team culture, ensuring high standards of patientcare, and embedding efficient systems and processes within the practice.

Main duties of the job

The post holder will lead theday-to-day operational running of the practice, ensuring that services aredelivered safely, effectively and in line with practice priorities.

This includes coordinating workflows,overseeing administrative and dispensing systems, supporting patient access,and ensuring that the practice runs smoothly on a daily basis. The role willrequire a visible presence within the team, providing leadership, direction andsupport to both clinical and non-clinical staff.

Responsibility for regulatorycompliance, including CQC standards, health and safety, and infection control,will sit within the role, with support from central functions whereappropriate.

About us

Wyndham House Surgery is committed to high quality, accessible, community based healthcare. We are a friendly, healthy, hardworking, innovative team who share core values of empathy, trust and honesty, in a harmonious, supportive environment.

We are a rural, dispensing practice in the centre of the village of Silverton. We have been involved in GP Training for over 30 years and have been affiliated with the Peninsula Medical School since its formation. We are Research accredited and actively participate in the Peninsula Primary Care Research Network.

You'll be joining an experienced and welcoming team where everyone plays an important role in delivering excellent patient care.

Job description

Job responsibilities

Workforce Planning & RotaManagement

The Operations Manager will haveoverall responsibility for workforce planning across the practice, ensuringthat staffing levels meet operational demand whilst supporting staff wellbeingand business continuity.

This will include:

Planning and maintaining clinical andnon-clinical rotas.

Coordinating annual leave, study leaveand other planned absences.

Managing short-term staffing issuesand arranging appropriate cover.

Working with partners ensure safestaffing levels.

Monitoring workforce capacity andidentifying future workforce requirements.

Supporting recruitment planning andsuccession planning where appropriate.

The post holder will continuallyreview workforce utilisation and identify opportunities to improve efficiencyand resilience.

Dispensary Management

The Operations Manager will provideoperational oversight of the dispensary, ensuring safe, effective and compliantservice delivery.

Working closely with the dispensaryteam and Lead Dispenser, responsibilities will include:

Supporting the day-to-day operationalmanagement of the dispensary.

Ensuring appropriate staffing,workload management and rota coordination.

Supporting recruitment, induction anddevelopment of dispensary staff.

Monitoring operational performance andidentifying opportunities for improvement.

Working with the Group Manager andPartners to support future development of dispensing services.

Ensuring compliance with relevantdispensing regulations and practice policies, supported by central quality andcompliance functions where appropriate.

People Management & TeamDevelopment

The Operations Manager will provideday-to-day leadership for administrative, reception and dispensary teams,creating a positive, supportive and accountable working culture.

Responsibilities will include:

Line management of non-clinical staff.

Conducting regular one-to-ones andannual appraisals.

Supporting staff wellbeing anddevelopment.

Managing attendance, performance andconduct in line with HR policies.

Leading team meetings and maintainingeffective communication.

Supporting individuals through changeand embedding new ways of working.

The role will involve maintainingclear and consistent communication across the whole team, supportingengagement, and ensuring that expectations are understood.

Systems, Processes & ContinuousImprovement

The post holder will support thecoordination and optimisation of practice systems, including appointmentprocesses, administrative workflows, and digital tools.

They will work to identifyopportunities to improve efficiency, reduce duplication, and strengthenprocesses that support patient care and operational delivery.

There will be a particular focus onmaintaining and supporting systems already familiar to the practice (e.g.SystemOne, QoF processes), with access to wider expertise where required.

Quality, Compliance & Governance

The Operations Manager will hold localoversight of quality and compliance.

This includes ensuring that policiesare implemented and maintained, supporting readiness for inspections, andembedding learning from significant events and complaints.

Central support will be available for:

Information governance

CQC preparation and audits

Policy development

Risk management

This allows the role to focus on localimplementation and oversight, rather than full ownership of all compliancefunctions.

Financial & Performance Awareness

The role will contribute to theeffective operational delivery of performance targets, including QoF and othercontractual requirements.

While full financial management willnot sit within this role, the post holder will maintain awareness ofoperational performance and support processes that contribute to financialsustainability.

Support from central finance functionswill be available where required.

Collaboration & Wider Engagement

The Operations Manager will work aspart of the AHG leadership structure, attending management meetings andcontributing to shared learning and decision-making.

PCN representation will initially besupported, with the opportunity for the post holder to take on thisresponsibility over time if appropriate.

The role will support theimplementation of wider organisational priorities at a local level, ensuringalignment between Wyndham and AHG

Support Structure

A structured support model will be inplace, including:

Regular support from the Group Manager

Monthly 1:1 mentorship

Access to central specialist functions(HR, compliance, IG, finance, comms)

Peer support from other OperationsManagers

Formal training opportunities(including Primary Care management training)

Job description
Job responsibilities

Workforce Planning & RotaManagement

The Operations Manager will haveoverall responsibility for workforce planning across the practice, ensuringthat staffing levels meet operational demand whilst supporting staff wellbeingand business continuity.

This will include:

Planning and maintaining clinical andnon-clinical rotas.

Coordinating annual leave, study leaveand other planned absences.

Managing short-term staffing issuesand arranging appropriate cover.

Working with partners ensure safestaffing levels.

Monitoring workforce capacity andidentifying future workforce requirements.

Supporting recruitment planning andsuccession planning where appropriate.

The post holder will continuallyreview workforce utilisation and identify opportunities to improve efficiencyand resilience.

Dispensary Management

The Operations Manager will provideoperational oversight of the dispensary, ensuring safe, effective and compliantservice delivery.

Working closely with the dispensaryteam and Lead Dispenser, responsibilities will include:

Supporting the day-to-day operationalmanagement of the dispensary.

Ensuring appropriate staffing,workload management and rota coordination.

Supporting recruitment, induction anddevelopment of dispensary staff.

Monitoring operational performance andidentifying opportunities for improvement.

Working with the Group Manager andPartners to support future development of dispensing services.

Ensuring compliance with relevantdispensing regulations and practice policies, supported by central quality andcompliance functions where appropriate.

People Management & TeamDevelopment

The Operations Manager will provideday-to-day leadership for administrative, reception and dispensary teams,creating a positive, supportive and accountable working culture.

Responsibilities will include:

Line management of non-clinical staff.

Conducting regular one-to-ones andannual appraisals.

Supporting staff wellbeing anddevelopment.

Managing attendance, performance andconduct in line with HR policies.

Leading team meetings and maintainingeffective communication.

Supporting individuals through changeand embedding new ways of working.

The role will involve maintainingclear and consistent communication across the whole team, supportingengagement, and ensuring that expectations are understood.

Systems, Processes & ContinuousImprovement

The post holder will support thecoordination and optimisation of practice systems, including appointmentprocesses, administrative workflows, and digital tools.

They will work to identifyopportunities to improve efficiency, reduce duplication, and strengthenprocesses that support patient care and operational delivery.

There will be a particular focus onmaintaining and supporting systems already familiar to the practice (e.g.SystemOne, QoF processes), with access to wider expertise where required.

Quality, Compliance & Governance

The Operations Manager will hold localoversight of quality and compliance.

This includes ensuring that policiesare implemented and maintained, supporting readiness for inspections, andembedding learning from significant events and complaints.

Central support will be available for:

Information governance

CQC preparation and audits

Policy development

Risk management

This allows the role to focus on localimplementation and oversight, rather than full ownership of all compliancefunctions.

Financial & Performance Awareness

The role will contribute to theeffective operational delivery of performance targets, including QoF and othercontractual requirements.

While full financial management willnot sit within this role, the post holder will maintain awareness ofoperational performance and support processes that contribute to financialsustainability.

Support from central finance functionswill be available where required.

Collaboration & Wider Engagement

The Operations Manager will work aspart of the AHG leadership structure, attending management meetings andcontributing to shared learning and decision-making.

PCN representation will initially besupported, with the opportunity for the post holder to take on thisresponsibility over time if appropriate.

The role will support theimplementation of wider organisational priorities at a local level, ensuringalignment between Wyndham and AHG

Support Structure

A structured support model will be inplace, including:

Regular support from the Group Manager

Monthly 1:1 mentorship

Access to central specialist functions(HR, compliance, IG, finance, comms)

Peer support from other OperationsManagers

Formal training opportunities(including Primary Care management training)

Person Specification

Experience

Essential

• Strong organisational and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to coordinate and prioritise workload effectively
• Confidence using IT systems and data
• Commitment to high standards of patient care and service delivery
• Ability to manage competing operational priorities.
• Experience of workforce planning and rota management.
• Ability to lead teams through change and service development.
• Experience of managing operational performance
• Confident decision-maker.
• Resilient and adaptable.
• Able to build positive working relationships across multidisciplinary teams.
• Committed to continuous improvement.

Desirable

• Experience within a healthcare or primary care setting
• Understanding of QoF, recalls, or practice systems
• Experience of working with digital systems (e.g. SystemOne)
• Experience of working within, or managing, a dispensing practice, with an understanding of the associated operational and regulatory requirements

Person Specification
Experience

Essential

• Strong organisational and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to coordinate and prioritise workload effectively
• Confidence using IT systems and data
• Commitment to high standards of patient care and service delivery
• Ability to manage competing operational priorities.
• Experience of workforce planning and rota management.
• Ability to lead teams through change and service development.
• Experience of managing operational performance
• Confident decision-maker.
• Resilient and adaptable.
• Able to build positive working relationships across multidisciplinary teams.
• Committed to continuous improvement.

Desirable

• Experience within a healthcare or primary care setting
• Understanding of QoF, recalls, or practice systems
• Experience of working with digital systems (e.g. SystemOne)
• Experience of working within, or managing, a dispensing practice, with an understanding of the associated operational and regulatory requirements

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.

Employer details

Employer name

Wyndham House Surgery
Address

Wyndham Road

Silverton

Exeter

Devon

EX5 4HZ

United Kingdom

Employer's website