Moorfields Eye Hospital, London, Fellowship
Operational Performance Manager - St George's Directorate
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YOU MAKE US MORE
Join Moorfields Eye Hospital NHS Foundation Trust
At Moorfields, people’s sight matters—and so do the people who make it possible.
For over 200 years, Moorfields has been at the forefront of ophthalmic care, research, and education. With more than 2,300 dedicated team members and over 700,000 patients seen annually across our City Road site and 22 networked sites, we are proud to be a global centre of excellence.
We're also a vibrant community where kindness, equity, and excellence shape every aspect of our work. Whether it’s pioneering research through our partnership with UCL Institute of Ophthalmology and Moorfields Biomedical Research Centre or training the next generation of global eye care leaders, we’re united by one mission—delivering world-class eye health, sustainably and at scale.
And we’re just getting started.
From 2027, we’ll move to our brand-new Oriel site in St Pancras, Camden—a state-of-the-art centre that will unite eye care, research, and education under one roof. This groundbreaking facility, developed in partnership with UCL Institute of Ophthalmology and Moorfields Eye Charity, will enable transformative innovation and collaboration like never before.
Could you be part of this future? Make us more.
Job Overview
The Operational Performance Manager will be responsible for the smooth running of the outpatient and health records services at St George’s Hospital and associated satellite sites.
The post holder will be responsible for the administrative staff delivering these services, ensuring that the services held at these sites are delivered to the highest possible standard. The post holder will directly manage a group of team leaders that are responsible for the sub-specialties within the administration team. The post holder will lead on ensuring performance targets are achieved and will take forward agreed projects to improve service delivery and patient experience.
They will be required to lead on key areas of performance and activity including data quality and monitoring of Key Performance Indicators (KPIs) across the division, including admissions, outpatients and health records, as well as supporting with the compiling of data reports for the senior divisional management team. Day to day local point of contact with the external provider of the outsourced health records service and monitor service performance at the St George’s site and its associated satellite sites.
Main duties of the job
- To deliver a consistently high quality and excellent patient experience within outpatients. This will involve supporting the clinical, administrative, and nursing teams to ensure consistency of service.
- To have overall management responsibility for any delegated members of the administrative staff, providing leadership and support. Ensuring that they are managed in line with trust policies. This includes managing all sickness, disciplinary and performance issues for direct reports.
Working for our organisation
What’s in it for You?
At Moorfields, we invest in you—your growth, your wellbeing, your future.
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- Competitive salary (including high-cost area supplement)
- Membership of the NHS Pension Scheme
- 24/7 independent counselling support
- Career-long learning and development opportunities
- Excellent transport connections
- Access to NHS and Blue Light discount schemes
- Free Pilates classes
- Full support and training to develop your skills
And so much more! To see the full range of benefits we offer please view our Moorfields benefits leaflet.
Detailed Job Description And Main Responsibilities
- To deliver a consistently high quality and excellent patient experience within outpatients and admissions. This will involve supporting the clinical, administrative, and nursing teams to ensure consistency of service.
- To support the implementation and continued monitoring of Key Performance Indicators within outpatients, admissions, and heath records, supporting the service team leaders to deliver these consistently.
- To work closely with the Booking Centre to ensure that new appointments are booked within the appropriate timescale, ensuring that appointment slots are made available to ensure RTT Waiting Time standards are achieved.
- To attend weekly outpatient meetings with the Booking Centre, ensuring that information on clinic profiles is made available for these meetings.
- To support the implementation, and continual monitoring, of Standard Operating Procedures (SOPs) for all departmental processes, ensuring that these are implemented and delivered consistently and updating these as required.
- To promote a positive image of the Trust’s outpatient services through the provision of excellent customer service to patients, relatives/carers and external stakeholders, demonstrating a commitment to putting patients first.
- To manage annual leave requests from clinicians, ensuring that this information is disseminated appropriately. Escalating where insufficient notice is received.
- To be responsible for monitoring and analysing relevant data e.g. KPIs, scorecards, RTT performance. Ensure data is validated and analysed fully, picking up on any trends, and appropriate action taken to resolve problems and highlight any performance issues to the relevant Assistant Divisional Manager.
See Full Job Description
Person specification
Education / Qualifications
Essential criteria
- Degree or equivalent experience
- Evidence of continuing education and professional development
- NVQ Level 4 in Administration / Customer service
Desirable criteria
- Higher National Diploma/ degree in business (or equivalent) or equivalent experience
Experience/Knowledge
Essential criteria
- Extensive demonstrable capacity and capability for operational/ clinical service management at middle level in hospital environment or similarly complex organisation, including extensive experience of effective staff management and the proven ability to influence change
- Recent experience of working in an outpatient environment in an acute setting
- Extensive knowledge of healthcare appointment functions
- Experience of managing a team and effective staff management, including HR processes
- Excellent computer literacy, as well as the ability to use MS Office IT software packages (e.g. MS Excel, Word) to a high standard including data analysis and report production
- Knowledge of NHS operational performance targets, locally and nationally
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Desirable criteria
- Experience of working in an ophthalmology service
- Experience of managing complex patient pathways (admissions)
- Knowledge and experience of using Trust IT systems e.g. PAS, OpenEyes
- Knowledge of the Trusts Galaxy Theatre System
Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory DBS disclosure and two references. We do not offer visa sponsorship for roles unless clearly stated in our adverts, so please consider this before applying.
Our commitment to equality, diversity and inclusion is at the heart of our organisational culture. As part of our pledge to take positive action in recruitment, we encourage applications from under-represented candidates including BAME (Black, Asian, and Minority Ethnic) and Disabled candidates as we work towards a representative workforce that is able to provide the quality, the dignity and respect and to deliver above and beyond.
Moorfields is a flexible working friendly organisation, and we are committed to helping our employees achieve a work-life balance that is beneficial for health and wellbeing, motivation levels and job satisfaction. Every employee of the Trust has the right to request to work flexibly. Please speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.
If we receive sufficient applications, we will close this ad prior to the closing date. You are advised not to delay submitting your completed application.
If you would like to discuss any reasonable adjustments before applying or would like an accessible version of any recruitment documents, please contact the recruitment team at moorfields.recruitment@nhs.net.
Moorfields Eye Hospital does not charge applicants any recruitment or sponsorship fees. Our website and published contact details are the only authorised channels for applications and verification of job offers.
https://www.moorfields.nhs.uk/work-for-us
Employer certification / accreditation badges
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Apply online now
Further details / informal visits contact
- Name: Daniel Saunders
- Job title: Assistant Divisional Manager
- Email address: daniel.saunders1@nhs.net
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