Operational Support Manager - #1747188

The opportunity

The Operational Support Manager (OSM) is a pivotal role within Practitioner Performance Advice’s Case Advice team. The post holder will ensure high quality service delivery through the provision of proactive operational support to a regional team of Advisers. You will play a key role within the management team of Case Support, taking line manager responsibility for an admin support team of three and working with key information to take evidence-based operational decisions that positively contribute to service delivery.

In addition to owning a wide range of business critical areas, you will also need to be committed to the pursuit of operational excellence and be motivated by the aim to continuously improve. Given this is a one year fixed term post to cover maternity leave, you will be expected to hit the ground running and establish yourself as a credible presence within the function and regional team, so that you are well positioned to influence and achieve results.

What You'll Be Doing

The Operational Support Manager leads on a number of business critical areas of focus, including but not limited to:

Providing comprehensive operational management support for a regional team of Advisers to enable them to focus on service delivery and activities of most value, including case advice, service improvement and the effective running of the regional team. This involves the timely provision of responses to Adviser requests and by having established systems in place to service the regional team.

• Deliver effective operational oversight of the function by having access to in-depth, real-time information about various aspects of regional team performance, including that which is related to service provision (KPIs) and service improvement. The role will also include line management of Administrative Support Officers who are responsible for supporting administration processes within the function.
• Supporting proactive and meaningful relationship management between Advisers, users and stakeholders, which facilitates the collection of intelligence and flow of information across the service, with the intention of increasing understanding of the external environment and informing efforts to continuously improve the service for users and stakeholders.
• Providing project management support for regional team improvement projects, ensuring that regional teams remain engaged and deliver on project commitments.
  
  

What You'll Bring

Education / qualifications

• Degree educated or equivalent experience in an operational/service delivery role.
• Project management qualification or equivalent experience of supporting projects.
  
  

Line management

• Experience of managing or supervising the work of others, specifically where performance improvement or implementing change is required.
• Experience of monitoring performance and taking proactive action in response to variations.
• Experience of achieving results through junior and more senior colleagues.
  
  

Skills And Abilities

• Excellent communication and interpersonal skills, with ability to convey information and ideas clearly and succinctly, particularly where results are achieved through others not directly managed by the post holder.
• Ability to influence and negotiate with senior staff and partners on issues which may involve juggling deadlines and priorities.
• Ability to prioritise competing demands and to balance project requirements with day-to-day operational needs.
• Excellent attention to detail and analytical skills with ability to produce summaries/reports from various data sources.
  
  

What We Offer In Return

Please refer to our careers pages for more information life at NHSR and everything else we can offer.

27 days of annual leave (pro-rata) (increasing with length of service)

Pay that reflects your skills and experience in line with wider NHS pay scales

Membership in one of the best pensions schemes in the UK

Investment in training

Flexible working

We particularly encourage applications from Black, Asian and Minority Ethnic and disabled candidates.

Who We Are

At NHS Resolution (NHSR), we pride ourselves on recruiting talented individuals from a wide array of professional backgrounds. While many of our team members come from the NHS, we also welcome expertise from insurance companies, legal firms, technology sectors, and everything in between. Our commitment to diversity means we value the unique perspectives and experiences that individuals from all walks of life bring to our organisation. By fostering an inclusive environment, we ensure that our team reflects the rich diversity of the communities we serve.

We are NHS Resolution, an arm’s length body operating under the Department of Health and Social Care. At our core, we specialise in claims management, dispute resolution, and knowledge sharing within the NHS. Our purpose is to provide expertise to the NHS to resolve concerns fairly, share learning for improvement and preserve resources for patient care. We have over 830 employees across the UK

Please see our careers site for further details about us