Operations Manager

We are looking for an experienced veterinary professional to join The Ralph as our new Operations Manager.

This is a newly created role with a broad and interesting remit across the day-to-day operations of our hospital. It would suit someone who enjoys making complex organisations work well, building strong relationships and seeing things through.

The Ralph is the UK's largest private, non-corporate multidisciplinary specialist referral centre for dogs and cats. Based in Marlow, Buckinghamshire, Team Ralph comprises around 260 people working across a busy 24-hour hospital.

Our current Clinical Operations Manager has chosen to move on to new opportunities outside The Ralph. The new Operations Manager role will succeed that position as we create a clearer distinction between clinical and operational leadership. There will be a structured handover period to support a smooth transition.

We are also creating a new Operations Director role as part of our evolving senior leadership structure. The Operations Manager will report to the Operations Director and work closely with the Clinical Director, Assistant Clinical Director and other senior leaders across the hospital.

This is a varied, hands-on operational management role.

You will help coordinate the systems, equipment, suppliers and processes that support the hospital every day. You will have reasonable autonomy within your remit, while working closely with colleagues when operational matters overlap with clinical care or other specialist areas.

• overseeing the maintenance, servicing and repair processes for clinical equipment
• coordinating equipment requests, approved purchases and implementation
• leading practical procurement activity across clinical and non-clinical areas
• managing supplier relationships, contracts and buying-group arrangements within your remit
• overseeing day-to-day IT coordination and relationships with our external IT providers
• overseeing our external cleaning contract and other operational service providers
• line-managing our Clinical Operations Assistants, currently a team of around five people
• line-managing the Pharmacy and Inventory Team Leader and overseeing the operational aspects of stock and inventory management
• coordinating preparation for our annual stocktake
• supporting day-to-day Health and Safety activity, including risk assessments, incident follow-up and agreed actions
• coordinating pregnancy risk assessments and related workplace adjustments
• supporting the practical elements of regulatory inspections, audits and compliance activity
• maintaining operational SOPs, guidance and processes within your remit
• monitoring relevant operational information and keeping the Operations Director informed of significant issues and outstanding actions

Some responsibilities sit across the boundary between operations and clinical care.

For example, the Clinical Operations Assistants support complaint handling, patient pricing and electronic controlled-drug monitoring. You will line-manage and support the team, while clinical leadership retains responsibility for clinical decisions and governance.

You will also work closely with our Head of Maintenance and Facilities, who leads on the hospital premises and infrastructure. Good communication and collaboration across the hospital will be central to this role.

Significant experience working within the veterinary sector is essential.

We are particularly interested in people who have worked in a large veterinary hospital or referral environment.

RVN status is preferred but not essential. Previous clinical experience as an RVN followed by a move into management would be particularly relevant, but we are equally interested in experienced veterinary operational managers with a different professional background.

You may already be working as an Operations Manager, Hospital Manager, Practice Manager or in another substantial veterinary management role. We are also open to someone ready to take the next step if they have the experience and judgement to do so.

Formal management or business qualifications are welcome, but relevant experience matters much more to us.

We are looking for someone who is calm and dependable. Someone organised without becoming bureaucratic. Someone who listens before changing things, communicates well and follows things through.

You will need to be comfortable working across clinical and non-clinical teams. You should understand when to make a decision yourself and when…