The Quality Assurance Operational Senior Manager provides strategic and operational leadership for Quality Assurance, Governance, Training, Appeals, and Retrospective Administration within All Age Continuing Care (AACC). Working with the Head of Service and Associate Director, the role ensures services are safe, effective, person-centred, and compliant with legislation and national standards.
The postholder leads the Quality Assurance Framework, overseeing audits, governance, risk management, policy development, and assurance reporting to drive patient safety, service quality, and continuous improvement. Performance data, complaints, appeals, safeguarding activity, and stakeholder feedback are analysed to identify risks, embed learning, and improve outcomes.
The role provides leadership across AACC teams, including workforce planning, recruitment, performance management, staff wellbeing, and professional development. It also leads the education and training agenda, ensuring staff and partners have the skills and competencies to deliver high-quality services through effective training design, delivery, and evaluation.
Working collaboratively across the Integrated Care System, the postholder provides expert advice, supports service transformation, and contributes to resource management, financial sustainability, policy development, and service planning.
The Quality Assurance Operational Senior Manager provides strategic and operational leadership across Quality Assurance, Governance, Training, Appeals, and Retrospective Administration within All Age Continuing Care (AACC). Reporting to the Head of Service and Associate Director, the role ensures services are safe, effective, person-centred, and compliant with national standards, legislation, and local policy.
The postholder leads the Quality Assurance Framework, overseeing governance, audits, risk management, compliance, performance monitoring, and quality improvement. They ensure learning from complaints, appeals, incidents, safeguarding, and service reviews is embedded to improve patient safety and service quality.
The role leads multidisciplinary teams, with responsibility for workforce planning, recruitment, performance management, staff wellbeing, development, and succession planning. It also oversees the AACC training programme, ensuring staff and partners have the skills and competencies to deliver high-quality care through effective training and workforce development.
Working across the Integrated Care System, the postholder builds partnerships, provides expert advice on quality assurance, governance, training, and appeals, and supports service transformation. They also contribute to financial management, resource planning, and sustainable service delivery to improve outcomes for patients and communities.
We are committed to promoting equal opportunities to achieve equity of access, experience and outcomes and to recognising and valuing people’s differences. We are passionate about creating an inclusive workplace that promotes and values diversity; we see this as a strength and part of our founding mission, values and behaviours. We know through experience that different ideas, perspectives and backgrounds create a stronger and more creative work environment that delivers patient outcomes.
We are committed to creating the best place to work, where your contribution is valued, your wellbeing is supported and all our colleagues can reach their full potential. We welcome and encourage applications from all areas of the community, who meet the criteria for the role, regardless of their protected characteristic. We work to ensure that our recruitment processes are as inclusive as possible to everyone, including making adjustments for people who have a disability or long-term condition and support with the recruitment process for people with lived experience.
We are happy to discuss flexible working options for all roles.
We operate a Carer friendly working environment that is supportive and inclusive. We actively encourage Carers to self-identify themselves.
We are a Disability Confident Employer and commit to shortlisting suitable applicants who meet the essential criteria for an interview. Please inform us of any adjustments you may require.
The Quality Assurance Operational Senior Manager is a senior leadership role within the Integrated Care Board (ICB), responsible for supporting the Head of Service, Associate Director, and wider leadership team in delivering strategic and operational priorities across All Age Continuing Care (AACC). The postholder will provide leadership and management across Quality Assurance, Governance, Training, Appeals, and Retrospective Administration functions, ensuring services are safe, effective, person-centred, and compliant with national standards, statutory requirements, and local policies.
The role is responsible for leading the operational delivery of services, programmes, and projects within a defined portfolio, ensuring quality, performance, financial and governance objectives are achieved. The postholder will support the implementation of ICB and system-wide strategies, translating organisational priorities into effective delivery plans, measurable outcomes, and sustainable service improvements.
A key responsibility is the development and implementation of a comprehensive Quality Assurance Framework, ensuring robust governance arrangements, policy compliance, audit programmes, risk management processes, and continuous quality improvement activities are embedded across services. The postholder will lead quality reviews, analyse complex data and performance information, identify opportunities for improvement, and ensure learning from complaints, appeals, audits, incidents, safeguarding activity, and service evaluations is translated into improved practice and outcomes.
The Senior Manager will provide expert leadership in patient safety, governance, and continuous learning, promoting a culture of accountability, transparency, innovation, and excellence. They will be responsible for overseeing the development, review, and implementation of policies, procedures, protocols, and internal audit arrangements, ensuring services consistently meet regulatory, organisational, and professional standards.
The role includes responsibility for leading the training and development agenda across AACC services. The postholder will design, implement, and evaluate training programmes that enhance staff knowledge, skills, and competencies, ensuring a highly capable workforce able to deliver high-quality and consistent services. Working with internal teams and external partners, they will support workforce development, education, professional standards, and continuous improvement.
The postholder will provide direct management and leadership to Quality Assurance, Governance, Appeals, and Retrospective Administration teams, ensuring effective performance management, staff development, workforce planning, recruitment, appraisal, attendance management, and succession planning. They will foster a positive and inclusive working culture that empowers staff, promotes collaboration, and supports professional growth.
Working across organisational and professional boundaries, the Senior Manager will build and maintain effective relationships with NHS providers, local authorities, primary care, independent providers, voluntary sector organisations, and other Integrated Care System partners. They will provide specialist advice and guidance, support integrated working, and contribute to service transformation, reducing variation and improving outcomes for local populations.
The role also includes responsibility for resource management, financial governance, and service sustainability, ensuring the effective use of budgets, workforce, technology, and organisational resources. The postholder will ensure compliance with Standing Financial Instructions, governance frameworks, and delegated authority arrangements while contributing to financial planning and service improvement programmes.
Through strong leadership, partnership working, quality assurance, workforce development, innovation, and evidence-based decision-making, the Quality Assurance Operational Senior Manager will play a key role in delivering high-quality, safe, sustainable, and continuously improving All Age Continuing Care services that achieve positive outcomes for patients, families, carers, and partner organisations.
