Operations Manager

Department/Division: Grant Management Group, Health Science & Innovation

Location: Twickenham

Reporting to: Head of Award Operations

Contract: Permanent

Vacancy Reference: 1898

Closing date: Friday 27 November 2018

Background:

The National Institute for Health Research (NIHR) is a large, multi-faceted and nationally distributed organisation funded through the Department of Health and Social Care. Together, NIHR people, facilities and systems represent the most integrated clinical research system in the world, driving research from bench to bedside for the benefit of patients and the economy. LGC’s Grant Management Group (GMG) are experts in managing research funding to maximise its impact.  On behalf of the UK Department of Health and Social Care, GMG manages two important components of the National Institute for Health Research (NIHR): Central Commissioning Facility (CCF) and NIHR Office for Clinical Research Infrastructure (NOCRI). 

Job purpose:

The post holder will have responsibility for the day-to-day management of Research Officers and Administrators who manage the commissioning processes and provide flexible, efficient and effective support to all competitions and GMG functions. 

The role will focus on resource management to ensure all activity is planned and the right people are assigned to the right project to deliver a gold standard of support. Performance of operations will be reviewed to ensure we’re accurately planning for programme activity peaks.

The post holder will take responsibility for ensuring delivery against agreed timetables and will evaluate risk to delivery and resolve/escalate as appropriate.

The post holder will also be responsible for driving continuous improvement through incremental improvements and standardised processes across GMG.

Key Accountabilities and Responsibilities:

Operations Management

• Take responsibility for the overall quality of output from the Operations team in delivery of commissioning and support activity. This includes having an in-depth understanding of the purpose of the work, what an excellent outcome looks like and then managing the team to deliver against expectation.
• Develop detailed work plans to ensure all identified funding streams within GMG are delivered to agreed standards and dates. Ensure the excellence of support by working with the Governance, Performance and Improvement (GPI) team to test fit for purpose support for all competitions and stakeholders
• Work with the Head of Operations to develop the Standard Service Descriptions (SSD) and ensure the Operations team works in a consistent way in support of all programmes. Ensure transparency of responsibility through the RACI matrix.
• In conjunction with the other Operations Managers, take responsibility for the day-to-day allocation of resources to the varied activities the Operations team lead, contribute to and support. Continually reassess need as pieces of work develop and communicate with the various project/programme leaders within GMG.
• Ensure data quality is understood and the Operations team take their responsibilities for high quality data seriously. Monitor data quality and resolve issues when necessary.
• Ensure CCF delivers its cross-NIHR ResearchFish role.

Team Management & Performance

• Manage and develop members of the Operations Team to progress them through their Career Development Pathway and ensure they have challenging business objectives.
• Contribute to the LGC business apprentice scheme, accepting and managing apprentices during their time with Operations team.
• Ensure the Operations team to take a leadership role in the delivery of commissioning and all operational aspects of GMG business.

Continuous Improvement

• Ensure the Operations team value continuous improvement and be an enthusiastic advocate personally.  
• Empower the Operations team to challenge process and suggest alternatives taking responsibility for the development of ideas.
• To work with GPI team on the implementation and change management of any Operational work.

Behaviours and Competencies Required:

• Ability to coach and develop people
• Curious mind with an appetite to constantly improve the service offered
• Demonstrate a customer focus but willing to constructively challenge when necessary
• Demonstrate accountability and ownership of work

Required Knowledge, Experience and Technical Skills:

• Excellent planning and organisational skills with experience of effective resource management
• Experience of managing robust and complex processes, ideally in a research funding environment
• Experience of managing and developing others
• Experience of working across teams and of developing and maintaining good working relationships
• Excellent attention to detail
• Well-developed written and presentation skills.
• Strong interpersonal skills