ELA - Operational Manager

Job summary

Working closely with the CEO, Service Delivery Manager, Finance Manager, Nurse Lead and Compliance Officer, the postholder will oversee how ELAs departments operate, ensure agreed governance structures and processes are embedded, and coordinate action where performance, compliance or systems require improvement.

Main duties of the job

The post holder will

• Lead operational preparation and continuous readiness for CQC assessment and inspection, oversee the effective running of the HR function, manage complex employee relations matters within delegated authority, and line manage designated staff.
• They will represent ELA with external stakeholders, including primary care, general practice and community healthcare partners.
• The role brings together the organisations operational assurance picture. It requires critical review of departmental information, clear identification of gaps and risks, and timely escalation with recommendations.
• Assurance must be supported by evidence and reflect both strengths and concerns.
• For more information on this job please see attached Job Description.

About us

The East Lancashire Alliance is a network of 9 PCNs covering 48 GP practices covering a population of over 390,000 patients across East Lancashire. Patients are at the heart of everything we do and we pride ourselves in ensuring our patients feel safe, supported, communicated with and respected at a time when they may be feeling vulnerable. The Alliance are proud to represent our member practices and to champion our Primary Care Partners, by working with local general practice and other system partners in the provision of patient centred, local healthcare services.

Each practice has a close-knit team of staff who collectively seek to improve the health of their patient populations.

East Lancashire is one of the world's most innovative, original and exciting places to live and work. From the beauty of the surrounding countryside, to the heart of the vibrant inner Towns and Villages with great shopping, entertainment and dining options. Wherever you go you will experience a great northern welcome with people famed for their warmth, humour and generosity.

Details

• Date posted: 15 October 2026
• Pay scheme: Other
• Salary: Depending on experience BAND 7 or 8 Depending on NHS Primary Care Experience (AFC Like)
• Contract: Permanent
• Working pattern: Full-time
• Reference number: B0467-26-0036
• Job locations: Burnley Business Centre, Empire Way, Burnley, BB12 6HH, United Kingdom

Job responsibilities

Operational leadership

Oversee ELAs daily operations and coordinate service delivery, clinical, HR, finance and corporate functions. Turn strategy and Board decisions into operational plans with responsibilities, milestones and reporting. Review departmental processes, identify gaps and support managers to resolve them. Support managers to meet objectives and hold them accountable for agreed actions. Identify operational pressures and coordinate responses with senior colleagues. Lead operations during service development, change, disruption or demand pressures. Develop and test business continuity, escalation and recovery plans with departmental leads.

Governance and assurance

Develop governance structures, terms of reference, reporting schedules, action trackers and escalation arrangements. Help the CEO define delegation, departmental responsibilities and decision making routes. Ensure ELA policies, procedures and processes are understood, implemented and monitored. Maintain a governance calendar for meetings, audits, policy reviews, compliance checks and assurance reports. Scrutinise departmental assurance and evidence, addressing incomplete, inconsistent or overdue information. Track actions from Board meetings, audits, incidents, complaints and reviews, ensuring each action has an owner, deadline and completion evidence. Challenge unmet standards, agree corrective action and escalate significant or unresolved concerns to the CEO. Maintain accurate governance records and audit trails.

CQC readiness and organisational compliance

Lead operational CQC readiness across ELAs regulated activities with the CEO, clinical leads and designated Registered Manager or Nominated Individual. Coordinate evidence against current CQC requirements, reflecting practice and service-user experience. Maintain a readiness plan with owners, review dates, gaps and actions. Coordinate audits, evidence reviews, readiness assessments and mock inspections appropriate to the services provided. Work with leads to address gaps and assess improvement. Coordinate support for inspections, regulatory enquiries and information requests, ensuring accurate responses are approved appropriately. Track regulatory actions, progress and escalation. Monitor regulatory, statutory and contractual changes with specialist leads and update operational processes. Working with the Compliance Officer Work with the Compliance Officer on compliance, regulatory requirements, governance and CQC readiness. Help maintain compliance systems, audit schedules, evidence registers and improvement plans. Review compliance reports and audit gaps with the Compliance Officer; ensure actions have owners and deadlines. Work collaboratively to ensure policies, procedures and operational practices align with legislation, regulatory standards and organisational requirements. Escalate compliance concerns and risks to the CEO with recommendations and follow-up evidence. Promote continuous improvement, regulatory awareness and accountability with the Compliance Officer. Maintain clear distinctions between the Compliance Officers specialist compliance responsibilities and the Operational Managers responsibility for organisation wide operational oversight and assurance.

Quality, risk and improvement

Maintain organisational risk reporting and work with departmental leads to identify, assess, mitigate and review risks. Escalate significant risks and immediate safety concerns through appropriate clinical, safeguarding and executive routes. Analyse themes from incidents, complaints, audits, workforce issues and feedback. Turn learning into improvements with owners and effectiveness measures. Develop indicators and dashboards showing trends, exceptions and data quality. Lead or coordinate improvement projects to strengthen systems, reduce delays and support safe, effective services. Promote a culture where staff raise concerns and contribute to improvement. The post provides operational coordination and assurance; statutory duties remain with ELA and formally appointed role holders. It does not automatically confer CQC Registered Manager or Nominated Individual status.

HR oversight workforce and line management

Oversee the effective day to day running of ELAs HR function, ensuring consistent processes, case tracking and escalation to the CEO. Ensure systems cover recruitment, checks, induction, probation, appraisal, supervision, attendance, mandatory training and development. Work with HR and managers to monitor employment records, compliance, checks and training. Monitor vacancies, turnover, sickness absence, recruitment times, mandatory training and appraisal completion. Support workforce planning with the CEO, Service Delivery Manager, Nurse Lead and Finance Manager, considering needs, skills and pressures. Handle workforce information confidentially and maintain clear HR audit trails.

Complex employee relations

Lead or coordinate complex conduct, capability, grievance, absence and other employee relations cases within delegated authority. Ensure cases are managed fairly and promptly under ELA policies, obtaining specialist HR or employment law advice where needed. Clarify responsibilities and separate investigation, hearing and appeal roles appropriately. Support managers to address difficult workforce issues, prepare documentation and implement outcomes. Identify organisational risks arising from HR cases, escalate executive decisions and track actions to completion. Use case learning to improve management practice and prevent recurrence.

Line management and leadership

Line manage designated staff, setting clear objectives, priorities and standards. Conduct regular one to ones, supervision and appraisals; support development and wellbeing. Address performance, conduct and attendance through organisational procedures. Provide visible leadership and promote professionalism, inclusion and accountability. Help managers work across departments and resolve disagreements.

Service delivery and community nursing

Work with the Service Delivery Manager to oversee service performance, capacity, pressures and improvement actions. Work closely with the Nurse Lead and community nursing division to ensure systems support safe, effective and sustainable care. Support clear interfaces between clinical services and corporate functions, including HR, administration and Finance. Coordinate responses to operational issues affecting services, while clinical decisions and professional standards remain with qualified clinical leads. Support workforce and capacity planning, service mobilisation and pathway changes. Ensure operational concerns affecting patient safety or continuity of care are escalated and addressed promptly. Promote accessible, equitable services through planning and feedback. Primary care general practice and external stakeholders Represent ELA at external meetings, partnership groups and forums, as delegated by the CEO. Develop working relationships with general practices, primary care organisations, community healthcare providers, commissioners and other partners. Act as an operational point of contact for designated relationships, resolving issues or referring them to the appropriate lead. Work with primary care and general practice colleagues to improve coordination, communication and operations. Communicate service developments and agreed changes to partners. Identify partnerships to improve access, coordination and community outcomes. Provide the CEO with concise updates on significant stakeholder issues, commitments and opportunities. Agree external commitments within delegated authority and seek approval for decisions beyond that authority.

Working across senior roles

Work with the Service Delivery Manager on operational barriers and assurance; service delivery remains their responsibility. The Nurse Lead and designated clinical leads retain clinical and professional accountability. Support these roles through governance, coordination, monitoring and escalation.

Policies procedures and corporate systems

Maintain a policy register with owners, approval routes, review dates and version control. Develop or coordinate practical standard operating procedures where processes need clarification. Communicate policy changes and provide necessary guidance or training. Monitor processes and address recurring gaps with managers. Coordinate operational supplier and contract issues where delegated, with Finance and service leads. Information governance and organisational compliance Work with leads on information governance, confidentiality, records management, data protection and security. Oversee health and safety, safeguarding governance and mandatory training using specialist assurance. Document, assess and track compliance gaps to completion. Escalate significant information, safeguarding or health and safety concerns through specialist and executive routes.

CEO and Operational Board reporting

Provide regular consolidated reports, using departmental evidence, on service performance, CQC readiness, quality, risks, workforce, training, policy compliance, incidents, complaints, improvement actions, partnerships and operational pressures. Include Finance Manager reports and clinical assurance, clearly attributing responsibilities. Reports must identify trends, evidence gaps, exceptions, action owners, deadlines and decisions. Escalate significant concerns promptly, present balanced assessments and follow up actions.

Organisational development

Help the CEO strengthen ELAs operating model, structures and infrastructure. Lead delegated process and system changes, including consultation, implementation and evaluation. Promote coordinated working and clear accountability as the organisation develops.

For more information on this job please see attached Job Description.