Account Operations Manager

Role summary:
This critical role for the local NHS Trust provides operational service delivery, leadership and management of the local NHSP Trust Services Team, customer support for the NHSP bank workers (flexible workers) and NHS ward managers, ensuring all contact with NHSP is quick, simple and helpful. The Operations Manager is responsible for managing the onsite team s performance and development, to ensure they have the tools, skills and training to deliver exceptional service.
Accountabilities:
Delivery of Trust operational performance against targets in line with agreed budget.
Delivery of service excellence and meeting agreed service KPIs initiating proactive plans to correct any variance.
Manage key operational relationships at each Trust and recognition and mitigation of relationships falling below expectations that may be detrimental to ongoing contract retention.
First point of escalation for any Operational Services issues from the trust
NHSP onsite team leadership and management, ensuring resource levels at appropriate capacity and capability. Carry out effective people processes to ensure high performing engaged, enabled and empowered teams.
Ensure appropriate level of NHSP visibility within the Trust.
Monitor flexible worker and Trust feedback ensuring it is consistently high and any areas of improvement are acknowledged and actively worked on as part of the local continuous improvement initiative.
Escalation and collaboration with the leadership teams to facilitate environment for service excellence and delivery