Operations & Performance Manager

Job description

Detailed job description and main responsibilities

The deputy Service Manager for the Operations & Performance portfolio provided senior operational leadership within the Bereavement & Medical Examiner Services department, with a specific focus on oversight of operational delivery, workflow management, case progression and service performance. The post holder leads the day-to-day coordination of key operational pathways, ensuring activity is progressed efficiently, accurately and in line with national requirements, local governance arrangements and service objectives.

Working across the Bereavement & Medical Examiner Services portfolio, the post holder will support the development, monitoring and reporting of performance metrics, data quality, service efficiency and external reporting requirements. They will work closely with clinical teams, community providers, system partners and internal stakeholders to maintain effective referral pathways, strong relationships and timely communication across operational interfaces.

The role require a high level of initiative, autonomy and organisational understanding, with responsibility for supporting delegated elements of learning from deaths, case progression assurance, stakeholder liaison, operational problem-solving and performance monitoring. The post holder will contribute to continuous improvement, operational resilience and the delivery of a well-governed, responsive and high-performing service.

Person specification

Essential Qualifications

Essential criteria

• Completion of MEO core e-learning modules
• Educated to degree level, or able to demonstrate equivalent knowledge and experience gained through relevant professional work in healthcare, public services, social care, legal/registration services, or another regulated environment.

Desirable criteria

• Formal training or qualification relevant to bereavement, death administration, public services, healthcare leadership/management, or related statutory frameworks.

Knowledge, Skills, Training & Experience

Essential criteria

• Experience coordinating or managing complex cases, workflows, or approval pathways in a regulated setting such as healthcare, local authority, safeguarding, social care, policing, emergency services, or legal/registration services.
• Highly effective stakeholder-management skills, with the ability to build strong, constructive relationships across multiple organisations and professional groups.
• Awareness of the principles underpinning death certification, independent scrutiny, and Learning from Deaths framework.
• Evidence of ongoing training relevant to statutory processes, quality improvement, governance, leadership or death-certification-related learning.

Desirable criteria

• Experience working within a Medical Examiner Service, bereavement service, registrar/coroner environment, patient safety, or mortality review setting
• Experience working with, or providing training to, clinicians or professional groups.

Personal Qualities

Essential criteria

• Able to work autonomously, take accountability for decisions and exercise sound judgement within frameworks.
• Compassionate, emotionally resilient and able to maintain composure when supporting bereaved families or handling distressing information.

Important information about your application

1. All correspondence will be sent to you via the email address you applied from. Please ensure you check your emails regularly.
2. References - please ensure you provide email addresses for all referees for the last three years of employment.
3. We are committed to equality of opportunity and welcome applications from everyone regardless of ethnicity, disability, gender, age, faith or sexual orientation. Appointment will be based on merit alone.
4. Flexible working will be considered in line with Trust policies
5. New recruits are required to pay for their Disclosure and Barring Service check (and admin fee) prior to starting if the role requires a DBS check.
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