Operations Support Manager - Islington area

Ops Support Manager
Location: Field based (working from a clinic 5 days a week)
Function: Operations
Reports To: Network Partner
Level: Manager/ Experienced Professional

Role Summary:
The Ops Support Manager is the key liaison for day-to-day clinic operations, ensuring timely resolution of issues and proactive support for our Partners and Lead Vets.
This role has no direct line management responsibility, but supports the clinics by maintaining operational excellence, coordinating recruitment and onboarding, resource planning and rotas, management of maintenance issues and ensuring compliance across all assigned clinics.
Working closely with the Network Administrator and wider network team, the Ops Support Manager drives consistency, responsiveness, and high standards across the network. They support local Practice Managers with support from their assigned clinics as required for the 24hr clinics.
This role works on a rotation (including approximately 1 in 6 weekends), ensuring the network is always covered for any requests over the weekend by at least one Ops Support Manager.

Key Responsibilities

Operational Excellence
• Visit each clinic at least fortnightly, acting as the primary contact for clinics, supporting operational queries for Partners and Lead Vets, escalating to Network Partner and Network Director as required.
• Support cascade of actionable communications from the centre to the clinics.
• Ensure clinic teams are logging complaints and resolving them effectively within 15 days, liaising with Head of Ops Admin as required.
• Ensure clinics are holding meetings covering critical topics and effectively communicating as a team.
• Support clinics by ensuring transfers are managed effectively between hub & spokes and referral centres.
• Escalate risks and opportunities to Network Partner/ Network Director.

Recruitment & Onboarding
• Action recruitment requests and organise interviews under the direction of the Partner, Lead Vet, Network Partner and Network Director.
• Ensure clinic team are supported with setting up new starters on schedules and training is completed with an excellent onboarding experience.
• Coordinate BP launch days and support onboarding activities.

Resource Planning & Rotas
• Complete and maintain clinic rotas 6 months in advance, in collaboration with the Network Administrator.
• Create and manage ongoing changes to schedules, ensuring the clinics are fully covered, requesting locum cover as required from Network Administrator.
• Support Network Administrators in scheduling BH and weekend cover for hubs and runs across network.
• Track and process leave requests and absences on Workday, once approved by the Partner or Lead Vet, arranging cover and liaising with Network Administrator to support.
• Ensure accurate payroll submission, including outstanding timesheets, approval of locally agreed overtime rates, one-time payments and cross-branch working.
• Check Workday dashboard daily for notifications or tasks to be actioned.

Facilities & Maintenance
• Support with logging and managing maintenance jobs as required by the clinics.
• Support clinics in event of incidents and crisis management, escalating issues to Network Partner/ Director, as required.
• Oversee accommodation administration, ensuring smooth operations and issue resolution.

Compliance and Health & Safety
• Check H&S actions are completed in time across all assigned clinics, against Evotix records, including:
– Radiation and laser safety
– Risk assessments (RA)
– Visitor logs
– Fire safety
– Accident and incident reporting
– First aid provision
– H&S policies
– Water safety and audits

Inventory & Finance
• Approve invoices promptly, checking against purchase orders on D365.
• Review stock management processes, as per Medivet guidelines, escalating any issues to Network Director/ Network Partner.
• Support stock take approval processes as required.
• Approve aged IBDC requests, liaising with clinics on specific details.

Key Relationships
• Network Partner (Direct Report)
• Network Director (Dotted Line)
• Partners and Lead Vets
• Network Administrator

Skills, Knowledge & Experience

Technical / Non-Technical Skills
• Strong organisational and planning skills, with the ability to manage multiple clinics effectively.
• Excellent communication and relationship-building skills to engage with Partners, Lead Vets, and support teams.
• High attention to detail and accuracy in rotas, payroll, and compliance documentation.
• Confident using operational systems such as Workday, D365, and MS Excel and Outlook.
• Proactive problem-solving and decision-making abilities, with strong accountability and follow-through.
• Resilient and adaptable in a fast-paced, field-based environment.

Deep Functional / Industry Understanding
• Solid understanding of operational delivery within a veterinary, healthcare, or multi-site service environment.
• Knowledge of clinical operations including rota planning, resource allocation, recruitment coordination, and onboarding.
• Familiarity with Health & Safety and compliance processes.
• Awareness of financial and inventory control processes.
• Understanding of people processes.

Length of Experience / Specific Previous Examples
• Typically 3+ years’ experience in an operations, field management, or multi-site coordination role.
• Proven experience supporting service delivery teams across multiple locations.

Qualifications Required
• GCSEs (or equivalent) in English and Maths (essential).
• Full UK driving licence required for field-based travel.