Practice Operations & Business Manager

The postholder is responsible for the day-to-day operational management of the practice, ensuring high standards of patient experience, workforce performance, regulatory compliance, governance and service delivery. The role provides visible leadership to multidisciplinary teams and supports the achievement of practice and organisational objectives.

The Practice Operations & Business Manager will work closely with LCW's corporate support functions, including Human Resources, Recruitment, Finance, Quality & Governance, Project Management and Digital Services. While accountable for local delivery and implementation, the role is supported by specialist expertise from these functions and is therefore focused on operational leadership, performance management and service improvement rather than direct delivery of corporate functions.

As part of the wider LCW operational management team, the postholder will contribute to the development of Primary Care Services across the organisation, participate in organisational initiatives and support tactical operational leadership through participation in the LCW Silver On Call rota.

The postholder acts as a key representative for the practice with commissioners, Primary Care Networks, system partners and external stakeholders, ensuring the practice remains compliant, high-performing and responsive to the needs of patients and the wider healthcare system.

Primary Responsibilities

Operational Management

Lead the day-to-day operational management of the practice.

Ensure services are delivered safely, effectively and efficiently.

Maintain oversight of patient access, capacity, demand and service performance.

Ensure effective appointment systems and patient pathways are in place.

Monitor operational performance and implement improvements where required.

Ensure robust business continuity and operational resilience arrangements are in

place.

Lead responses to operational challenges, incidents and service pressures.

Ensure operational systems, processes and procedures support effective service

delivery.

Support the mobilisation and implementation of new services and initiatives.

Strategic Leadership and Service Development

Support the development and delivery of LCW's Primary Care strategy and

objectives.

Contribute to organisational improvement, transformation and service

development initiatives.

Lead local service improvement programmes and quality improvement activities.

Identify opportunities for innovation, efficiency and sustainable service

development.

Support implementation of national, regional and local NHS priorities.

Promote a culture of high performance and continuous improvement.

Workforce, Recruitment and People Management

Provide visible and effective leadership to multidisciplinary teams.

Promote a positive, inclusive and supportive working environment.

Lead workforce planning activities to ensure safe and effective staffing

arrangements.

Oversee recruitment for practice-based roles in partnership with LCW's

Recruitment and HR teams.

Support recruitment campaigns, interviews, onboarding and retention initiatives.

Manage annual leave, sickness absence and day-to-day workforce matters.

Ensure appraisals, supervision and workforce development processes are

effectively implemented.

Support performance management processes in partnership with Human

Resources colleagues.

Ensure staff complete mandatory training and maintain required competencies.

Support staff wellbeing, engagement and professional development.

Develop future leaders within the practice team.

Performance and Contract Management

Lead delivery of contractual, operational and quality performance targets.

Monitor and report on key performance indicators and operational metrics.

Ensure delivery and optimisation of QOF indicators and enhanced service

Support achievement of contractual and commissioning requirements.

Develop and implement recovery plans where performance falls below expected

standards.

Use data and intelligence to identify performance trends, risks and improvement

opportunities.

Work collaboratively with clinical teams to improve operational and clinical

performance.

Ensure timely and accurate submission of required performance returns.

Financial and Business Management

Work in partnership with LCW Finance colleagues to support delivery of agreed

budgets and financial plans.

Monitor resource utilisation and support the effective use of practice resources.

Identify financial risks and opportunities and escalate appropriately.

Contribute to business planning, forecasting and service development activities.

Support development of business cases and improvement initiatives.

Ensure opportunities for income generation and service optimisation are

maximised.

Promote value for money and efficient use of resources.

Quality, Governance and Regulatory Compliance

Act as the operational lead for CQC readiness and regulatory compliance.

Ensure systems and processes are in place to maintain compliance across all

CQC domains.

Lead preparation for inspections, reviews and external assurance activities.

Support the delivery of safe, effective, caring, responsive and well-led services.

Maintain oversight of risk management arrangements and local risk registers.

Lead management of incidents, complaints, compliments and patient feedback.

Ensure learning from incidents, complaints, audits and inspections is embedded

into practice.

Promote a culture of patient safety and continuous improvement.

Support safeguarding responsibilities and ensure compliance with safeguarding

Attend and actively contribute to LCW Monthly Quality Assurance Meetings.

Ensure risks and governance concerns are escalated appropriately through

organisational structures.

Health, Safety and Estates Management

London Central & West Unscheduled Care Collaborative is a not-for-profit Social

Enterprise, now in its 29th year of providing high-quality services across a range of

primary and urgent care contracts 24 hours a day, 365 days a year to 5 million

patients in North West, North Central and North East London. We pride ourselves on

delivering safe, effective, responsive, caring, and well led patient centred clinical

services as recognised by our Good CQC rating in all areas of our organisation.

Qualifications

Experience