Practice Operations & Business Manager

Job summary

The Practice Operations & Business Manager is responsible for the operational leadership, management and performance of an LCW-managed General Practice Service.

Reporting to the Head of Urgent and Primary Care Services, the postholder will work in close partnership with the Salaried GP Partner to ensure the delivery of safe, effective, responsive and sustainable primary care services. Together they will provide operational and clinical leadership to support the delivery of high-quality patient care, achievement of contractual requirements and continuous service improvement.

Please note this vacancy may close early if sufficient applications are received.

Main duties of the job

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.

About us

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.

Details

• Date posted: 28 August 2026
• Pay scheme: Other
• Salary: £50,000 to £60,000 a year
• Contract: Permanent
• Working pattern: Full-time
• Reference number: B0441-26-0041
• Job locations: Hammersmith and Fulham Centres for Health, Hammersmith Hospital, Du Cane Rd, London, W12 0HS, United Kingdom

Job responsibilities

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 requirements.

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 requirements.

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

Act as the operational lead for health and safety management within the practice.

Ensure compliance with health and safety legislation and organisational policies.

Maintain oversight of risk assessments, audits and compliance actions.

Ensure effective arrangements for fire safety, infection prevention and control, emergency preparedness and business continuity.

Lead investigations into health and safety incidents and implement corrective actions where required.

Ensure practice premises provide a safe, accessible and effective environment for patients, staff and visitors.

Work with internal teams and external contractors to maintain facilities and equipment.

Digital, Data and Information Management

Promote effective use of digital and clinical systems.

Maintain high standards of information governance and data quality.

Ensure compliance with data protection and information governance requirements.

Use data and reporting to support performance management and service improvement.

Support implementation of digital innovations and improvements. Patient Experience and Engagement

Promote a positive patient experience across all aspects of service delivery.

Monitor patient feedback and implement improvements where necessary.

Oversee management of patient complaints and compliments.

Support development of patient engagement activities.

Ensure effective Patient Participation Group arrangements are in place.

Promote patient involvement in service improvement and development.

Support achievement and maintenance of high levels of patient satisfaction.

Primary Care Network and Partnership Working

Represent the practice at Primary Care Network meetings, forums and events.

Actively participate in and contribute to PCN initiatives, programmes and service developments.

Support delivery of PCN objectives and collaborative projects.

Build strong relationships with PCN leaders, member practices and system partners.

Support effective integration of ARRS staff, shared workforce roles and network resources.

Identify opportunities for collaborative working to improve patient outcomes and service sustainability.

Work proactively with community providers, NHS Trusts, commissioners and other healthcare partners.

Corporate Support Functions

Work collaboratively with LCW corporate support teams including Human Resources, Recruitment, Finance, Quality and Governance, Project Management and Digital Services.

Ensure organisational policies, programmes and initiatives are effectively implemented locally.

Escalate risks, opportunities and improvement requirements appropriately.

Utilise specialist expertise from corporate teams to support achievement of local objectives.

Wider Organisational Responsibilities

Participate in the LCW Silver On Call rota.

Support tactical operational management and organisational resilience arrangements.

Contribute to the development of LCW Primary Care Services. Participate in organisational projects, service reviews and transformation programmes.

Share learning, innovation and best practice across services.

Represent LCW at local, regional and national meetings where required.

Undertake other duties commensurate with the role and grade.