An exciting opportunity has arisen within the Regional Renal Service for an enthusiastic and highly motivated individual to join our management team as an Assistant Operational Support Manager (Performance & Information Lead).
This varied role combines administrative leadership with a strong focus on performance management, data analysis and information reporting. Working closely with clinical, operational and corporate colleagues, you will turn complex information into clear, meaningful intelligence that supports decision-making, improves service delivery and helps the specialty achieve its local, regional and national objectives.
Alongside line management responsibility for administrative staff, you will lead the coordination and development of specialty reporting, performance dashboards, data-quality processes and required submissions. You will monitor trends, identify areas requiring action and work with teams to develop practical improvements. Established buddy and cross-cover arrangements will support day-to-day resilience and enable you to maintain a strong focus on performance, information and service improvement.
We are looking for someone who enjoys working with data, can communicate findings clearly and is confident in supporting teams to deliver change. If you are organised, improvement-focused and committed to developing staff and delivering high-quality patient services, we would welcome your application .
Main Responsibilities
The successful candidate will:
- Provide effective line management, support and development for designated administrative staff.
- Coordinate performance reporting and provide timely, accurate information to operational and clinical teams.
- Develop and maintain reports, dashboards and monitoring tools that clearly highlight trends, risks and opportunities.
- Support data-quality improvement and ensure required internal and external submissions are completed accurately and on time.
- Interpret complex datasets and present findings in a clear, accessible format for a range of audiences.
- Work collaboratively with colleagues to identify performance issues, agree actions and monitor improvement.
NHS University Hospitals of Liverpool Group (UHL Group) was formed on 1 November 2024, born from a shared aim to improve the care we provide our communities.
We are one of the largest employers in region, with over 18,900 colleagues who are dedicated to caring for our communities - from birth and beyond.
For the 630,000 people across Merseyside, we are their local NHS. We provide general and emergency hospital care, alongside highly specialised regional services that extend to more than two million people in the North West.
We operate from five hospital sites: Aintree University Hospital is the single receiving site for adult major trauma patients in Cheshire and Merseyside, and hosts a number of regional services including an award-winning stroke facility. Broadgreen Hospital is home to several elective surgical, diagnostic and treatment services, together with specialist patient rehabilitation. Liverpool Heart and Chest Hospital provide specialist services in cardiothoracic surgery, cardiology and respiratory medicine, both in the hospital and out in the community. Liverpool Women’s Hospital specialises in the health of women and babies, delivering over 7,200 babies in the UK’s largest single site maternity hospital each year. The Royal Liverpool University Hospital is the largest hospital in the country to provide inpatients with 100% single en-suite bedrooms and mainly focuses on complex planned care and specialist services.
Job Summary
- The Assistant Operational Support Manager provides effective operational and administrative support to
the operational management team, contributing to the safe, efficient, and consistent day‑to‑day delivery
of services.
- The postholder will work with a high degree of autonomy within clearly defined parameters, exercising
delegated authority in line with established standard operating procedures (SOPs), and with the support
and oversight of the Assistant Operational Service Manager or General Service Manager for the Care
Group.
- The postholder will work closely with operational teams, medical teams, nursing teams, and corporate
services to support effective service delivery. The role requires regular liaison across the Care Group to
coordinate activity, share information, and escalate issues appropriately.
- The role includes day‑to‑day line management of a small operational or administrative team and
responsibility for coordinating operational processes, maintaining oversight of performance information,
and supporting workforce, financial, and governance activity.
- The role is requires strong organisational skills, attention to detail, and the ability to prioritise workload in
a fast‑paced operational environment.
Key Responsibilities
- Provide day‑to‑day operational support to the Care Group under the direction of the ASM/GSM.
- Undertake defined operational tasks under delegated authority, in accordance with SOPs and agreed
processes.
- Act as a central point of coordination for operational activity, ensuring information is accurate, timely, and
appropriately escalated.
- Act as the first point of escalation for routine operational issues, incidents, and service pressures, taking
action within scope and escalating to the ASM/GSM as required.
- Coordinate and progress actions arising from operational meetings, escalation calls, and performance
reviews, maintaining action logs and trackers.
- Maintain accurate operational records, documentation, and oversight tools in line with Trust
requirements.
- The role involves prolonged use of display screen equipment (DSE) and requires the ability to work at a
computer for extended periods.
- The postholder will work with autonomy within clearly defined parameters, exercising delegated
authority in line with established SOPs and under the oversight of the ASM/GSM.
- The postholder may be required to provide operational support across different areas of the Care Group
in line with service needs, with appropriate support and guidance.
May 2026
- The postholder will demonstrate Trust values in all aspects of their work and support a culture of
respect, inclusion, and continuous improvement within the operational support team.
Service Delivery and Performance Management
- Support service delivery and performance improvement activity with the support of the ASM/GSM.
- Monitor service performance against agreed standards, targets, and trajectories, identifying variances
and risks.
- Collate, validate, and analyse operational performance data to support performance review discussions.
- Support the implementation of agreed performance improvement actions, tracking progress and
escalating barriers or delays.
- Work closely with Care Group BI and performance teams to support the production of routine and
ad‑hoc performance reports.
- Support improvements in data quality by identifying issues and working with relevant teams to resolve
them.
Management and Human Resources
- Provide day‑to‑day line management for a small number of administrative or operational support staff
under the oversight of the ASM/GSM.
- Allocate and coordinate work to ensure operational priorities are delivered effectively and to required
standards.
- Undertake routine line management responsibilities including:
o Induction and onboarding
o Absence monitoring and return‑to‑work discussions
o Appraisal and objective setting in line with Trust frameworks
o Identification of training and development needs
- Provide guidance and support to staff on operational processes, systems, and SOPs.
- Escalate performance, conduct, or capability concerns to the ASM/GSM in line with Trust policy.
- The postholder will not have responsibility for formal disciplinary decision‑making.
Service and Business Planning
- Support service and business planning activity under the direction of the ASM/GSM by collating data,
information, and evidence.
- Assist with the preparation of reports, briefings, and documentation to support planning processes.
- Provide operational insight to highlight risks, pressures, and dependencies for consideration by the
ASM/GSM.
- Support the coordination and implementation of agreed service developments and changes, tracking
actions and progress.
- Monitor the operational impact of service changes and escalate issues or unintended consequences.
Financial Management
- Support budgetary processes by monitoring expenditure and maintaining financial trackers.
- Assist with forecasting and variance analysis through collation of operational and financial information.
- Maintain accurate records relating to pay and non‑pay expenditure in line with Trust processes.
- Identify and escalate financial risks or variances to the ASM/GSM as appropriate.
- The postholder will not hold budget approval or financial authorisation responsibility.
Governance / Quality
May 2026
- Work in accordance with established SOPs, policies, and procedures at all times.
- Maintain governance, risk, and assurance documentation, including escalation logs and action trackers.
- Support responses to audits, reviews, incidents, and information requests.
- Escalate risks or issues that may impact service quality, safety, or performance in line with agreed
processes.
- Contribute to the review and development of SOPs by providing operational feedback and evidence for
consideration by the ASM/GSM.
Education and training development
- Take responsibility for identifying own learning and development needs in discussion with the Assistant
Service Manager or General Service Manager through the appraisal and any local personal
development review (PDR) process.
- Participate in mandatory, statutory, and role‑specific training in line with Trust requirements.
- Maintain up‑to‑date knowledge and skills relevant to the role, including operational systems, policies,
and procedures.
- Actively seek opportunities to develop skills and experience to support effective performance in post.
- Apply learning from training and development activities to improve personal effectiveness and
contribution to the service.
- Maintain accurate records of training and development activity in accordance with Trust processes.
Equality and Diversity
It is the responsibility of every member of staff to understand our equality and diversity commitments and
statutory obligations under current equality legislation (the Equality Act 2010) and to:
Act in ways that support equality and diversity and recognises the importance of people’s rights in accordance
with legislation, policies, procedures and good practice.
Valuing people as individuals and treating everyone with dignity and respect, consideration and without
prejudice, respecting diversity and recognising peoples expressed beliefs, preferences and choices in working
with others and delivering appropriate services.
- Recognise and report behaviour that undermines equality under Trust policy.
- Be consciously aware of own behaviour and encourage the same levels of behaviour in colleagues.
- Acknowledge others’ different perspectives and recognise the diverse needs and experiences of
everyone they encounter.
With the support of managers, develop an equality and diversity objective through the personal development
review process.
