Head of Operations

We are seeking an experienced and dynamic Headof Operations to provide senior leadership across all operational,strategic, and performance functions of STHC.The postholder will lead service delivery, governance, quality, member andstakeholder relationships, business development, and organisationaltransformation.

This role is critical in ensuring safe,compliant, and effective delivery of all programmes and services, supportingorganisational sustainability and driving innovation across primary care.

You will also deputise for the CEO and act asa key strategic leader within the organisation.

Strategic& Organisational Leadership

Support organisational strategy, business planning, and longtermsustainability.

Provide overall strategic oversight of General Practice delivery

Lead innovation, transformation, research, and service development.

Develop business cases and lead tendering/contractingopportunities.

Deputise for the CEO where required.

Programme& Operational Delivery

Lead contract management and ensure delivery against KPIs.

Oversee operational budgets, service costing, and resourceplanning.

Lead mobilisation, ongoing improvement, and performance of allservices.

Support operational managers and clinicians with leadership anddecisionmaking.

Manage subcontracted and outsourced services to deliver highqualityoutcomes.

Quality,Governance & Assurance

Lead organisational quality frameworks, continuous improvement, andassurance processes.

Oversee audits, dashboards, KPIs, and performance monitoring.

Ensure compliance with regulatory standards, including CQC.

Lead risk management, incident processes, and quality impactassessments.

Produce highlevel assurance and performance reports for the Boardand commissioners.

Build effective relationships with practices, PCNs, commissioners,and partners.

Lead membership engagement and enhance member experience and value.

Represent STHC in strategic forums and partnership meetings.

South Tyneside Health Collaboration (STHC) isthe GP Federation for South Tyneside, bringing together practices across theborough to develop highquality, innovative services at scale. We workcollaboratively with practices, Primary Care Networks, and system partners tostrengthen general practice and improve outcomes for our population.

The Head ofOperations (HOO) is a senior leader responsible for the operational, strategic,and performance management of the organisation.

The postholderensures high-quality, safe, compliant, and efficient delivery of all programmesand services while driving business sustainability, innovation, andorganisational growth.

The HOO oversees service design,mobilisation, governance, quality, member relations, stakeholder management,and general leadership and is accountable for strategic oversight of STHCPractices subcontracted services, and organisational transformation.

• Degree-level education or min 3 years leadership experience
• Evidence of ongoing professional development in leadership/management
• Postgraduate qualification in leadership, management, health, or business
• Quality Improvement training

• 2 years Senior management experience in a complex organisation
• Operational leadership and programme/service delivery experience
• Experience developing business strategies and service models
• Budget management and service costing skills
• Experience in quality, audit, compliance, governance, and risk
• Experience working with commissioners, partners, and multidisciplinary teams
• Experience managing staff, coaching/mentoring, and driving change
• Experience producing performance reports, dashboards, and assurance papers
• NHS, Primary Care, PCN, General Practice, Federation, or healthcare provider experience
• Working knowledge of managing CQC, SIRMS, QIAs, clinical governance frameworks
• Outsourced/subcontracted service management
• Experience in tendering, contracting, and business growth

• Highly developed and proactive programme management, and service improvement skills
• Working knowledge of governance, regulatory frameworks, and risk management
• Well developed understanding of general practice needs and ability to apply to daily practice
• High level of political awareness with a well developed ability to navigate
• Analytical skills with the ability to interpret complex data and KPIs
• Exceptional written and verbal communication
• Strong negotiation, relationship-building, and stakeholder management
• Highly organised with strong prioritisation skills
• High digital literacy including Excel/data analysis
• Knowledge of NHS contracting and funding models
• Understanding of PCN DES, ARRS
• Workforce models, and primary care operations
• Ability to develop dashboards

• Strategic thinker with strong operational credibility
• Proactive, highly responsive, resilient, adaptable, and motivated
• Collaborative leadership style
• High emotional intelligence
• Commitment to excellence, innovation, and continuous improvement
• High integrity and professionalism
• Ability to work independently and autonomously
• Confident in decision making and able to self manage
• Resilient with healthy approach to work life balance
• Ability to manage own priorities appropriately