Case Advice Operations Manager

The opportunity

NHS Resolution is seeking an experienced and credible operational leader to join the Practitioner Performance Advice Service as Case Advice Operations Manager.

This is a senior operational leadership role within the Case Advice Service. The post holder will lead operational delivery, performance management, governance, quality assurance, reporting and continuous improvement, helping to ensure the service remains efficient, responsive and focused on delivering high-quality outcomes.

Working closely with the two Case Advice Service Leads for Quality Assurance and Technical Development, you will help translate strategic priorities into operational delivery. You will also lead a small operational support team and work closely with our national network of Advisers, who provide expert, impartial and independent support to healthcare organisations across England, Wales and Northern Ireland.

We are looking for someone who can combine strong people leadership with a practical, evidence-based approach to operational management and service improvement. You will use data, performance information and stakeholder feedback to inform decision-making, identify priorities and improve systems, processes and ways of working.

The role includes deputising for the Joint Case Advice Service Leads, when required, and representing the service in internal and external forums. You will therefore need to demonstrate sound judgement, resilience and the ability to manage a complex portfolio of priorities and relationships.

• 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.
• Deputise for the Case Advice Service Leads, when required.
• Work collaboratively with senior colleagues and stakeholders to translate strategic priorities into operational delivery.
• Support financial management activities, including budget planning, forecasting and monitoring.
• 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.
• Lead service improvement activity, including process redesign, stakeholder engagement and the implementation of sustainable operational change.
• 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.

We would like to hear from candidates who can demonstrate:

• 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…