Case Advice Operations Manager

• Lead day-to-day operational delivery across the Case Advice Service, ensuring a high-quality, responsive and well-coordinated service for Advisers and stakeholders.
• Represent the Case Advice Service in internal and external forums.

• Work collaboratively with senior colleagues and stakeholders to translate strategic priorities into operational delivery.

• Ensure operational systems, data and reporting tools are used effectively to support planning, assurance and benefits realisation.
• Manage and develop a small operational support team, supporting performance, wellbeing and a positive team culture.

• Use data, insight and feedback to identify priorities, support decision-making and drive continuous improvement.
• Oversee performance management, governance, reporting and quality assurance.
• Lead and deliver service improvement projects and programme management activity

• Significant experience of leading operational delivery within a complex service environment.
• A commitment to professional standards, robust governance, confidentiality and inclusive leadership.
• The resilience and judgement required to manage ambiguity, competing priorities and tight deadlines.
• Experience of financial management, including budget planning, forecasting or monitoring.
• A well-organised and pragmatic approach, with the ability to balance day-to-day operational delivery with longer-term planning and improvement activity.
• The ability to build effective relationships, communicate clearly and influence senior stakeholders.
• Experience of leading or supporting complex change, service redesign or improvement activity.
• Strong analytical and problem-solving skills, with the ability to translate complex information into clear priorities and practical actions.
• Experience of performance management, quality assurance, and the effective use of systems, data, reporting and key performance indicators.
• Strong people management and leadership skills, including supporting development and managing performance effectively.
• Experience of translating strategic priorities into operational delivery and measurable service improvement.
• You will be educated to degree level, or possess equivalent relevant experience, supported by evidence of continuing professional development in operational management, service improvement or project delivery.
• You do not need to come from a healthcare background to apply. We welcome applications from candidates who can demonstrate strong transferable experience in leadership, operational management, service improvement and change, and who can show how they would apply that experience in this role.
• If you are looking for an opportunity to help shape and strengthen an important national service, while leading practical improvements that support colleagues and service users, we would welcome your application.

• Competitive salary and benefits package.
• Opportunities for career growth and development.
• Collaborative and innovative work environment.
• Work in a progressive environment towards data-driven strategies.
• A commitment to diversity, equality, and inclusion.
• Access to the NHS Pension Scheme and a minimum of 27 days Annual Leave.
• Commitment to support individuals in having a work and life balance, offering flexible working arrangements.
• When joining the NHS family, there are a wealth of savings, discounts and support you will be able to access.
• 24 hours employee assistance programme from Health Assured (EAP)
• Eye care vouchers for Specsavers.
• Health service discounts.
• Blue Light card, a discount service for the emergency services and the NHS.
• Cycle to work scheme.
• Season ticket loan scheme.

Essential

• Educated to degree level or equivalent experience, with evidence of continuing professional development relevant to operational management, service improvement, or project delivery

Desirable

• Project or programme management qualification, or equivalent practical experience in applying project or programme management methods and tools.

Essential

• Substantial experience of translating strategic priorities into operational delivery and measurable service improvement.

Desirable

• Experience of financial management, including budget planning, forecasting or monitoring.