Operational Managers oversee the day-to-day operational and administrative activities of a GP practice, helping to ensure services run safely, effectively and efficiently.
Working closely with the Practice Manager, GP Partners and wider practice team, they may have responsibility for managing staff, coordinating services, improving systems and processes, and supporting the delivery of high-quality patient services.
The role often provides an important link between the practice’s strategic objectives and its day-to-day operations.
Scope of Practice
The responsibilities of an Operational Manager will vary depending on the size, structure and needs of the practice and may include:
Operational Management
- Overseeing the day-to-day operational running of the practice.
- Coordinating administrative systems and workflows to support effective service delivery.
- Monitoring operational processes and identifying opportunities for improvement.
- Supporting the effective use of appointment and practice systems.
- Managing operational issues and escalating significant concerns where appropriate.
- Supporting the implementation of new systems, processes and ways of working.
People and Team Management
- Providing day-to-day leadership and management to designated members of the practice team.
- Supporting recruitment, induction and development of staff.
- Coordinating staffing arrangements, rotas and leave to support service requirements.Undertaking or supporting one-to-one meetings, appraisals and performance management processes, where appropriate.Supporting staff wellbeing, engagement and development.
- Addressing routine staff issues and escalating complex HR matters appropriately.
Patient Services
- Supporting the delivery of effective, accessible and patient-focused services.
- Monitoring administrative processes that affect the patient experience and identifying opportunities for improvement.
- Supporting the management of patient feedback and complaints in accordance with practice procedures.
- Working with clinical and administrative colleagues to support effective patient pathways and service delivery.
Governance, Compliance and Risk
- Supporting the practice to maintain effective governance systems and processes.
- Supporting preparation for Care Quality Commission (CQC) requirements and inspections.
- Monitoring compliance with relevant practice policies and procedures.Supporting health and safety arrangements and risk management processes.Coordinating or supporting areas of governance such as information governance, safeguarding and infection prevention and control, where these responsibilities have been appropriately delegated.
- Maintaining appropriate records and evidence to support regulatory and contractual requirements.
- Operational Managers should recognise where responsibility sits with a designated clinical or professional lead and escalate matters requiring specialist or clinical expertise appropriately.
Finance and Resources
Depending on the structure of the practice, responsibilities may include:
- Supporting budget monitoring and financial processes.
- Monitoring expenditure and use of practice resources.
- Supporting invoice, payroll and financial administration processes.
- Working with the Practice Manager, Finance Manager, accountants or other colleagues as appropriate.
- Supporting effective procurement and management of practice resources.
IT and Digital Systems
- Supporting the effective use of practice IT and digital systems.
- Liaising with IT providers and other external organisations regarding operational IT issues.
- Coordinating the implementation of new systems or changes to existing systems.
- Supporting staff to use practice systems effectively and identifying training requirements.
Service Improvement and Development
- Identifying opportunities to improve efficiency, quality and patient experience.
- Supporting quality improvement and change initiatives.
- Supporting the development and implementation of practice policies, procedures and protocols.
- Contributing to operational planning and the development of practice services.
- Supporting the implementation of new services and ways of working.
Communication and External Relationships
- Maintaining effective communication across the practice team.
- Acting as a point of contact for relevant external organisations and service providers.
- Liaising with NHS organisations, Primary Care Networks (PCNs), suppliers and other stakeholders as appropriate.
- Representing the practice at relevant operational meetings, where required.
Operational Managers should work within their level of competence and delegated authority and in accordance with practice policies and procedures. Clear arrangements should be in place for escalating clinical, financial, HR, governance or other matters requiring specialist or senior management input.
Training
There is no single mandatory qualification route to becoming an Operational Manager in general practice. Individuals may progress into the role through experience within primary care, administration, team leadership or management, supported by relevant training and qualifications.
Leadership and Management
Relevant development may include:
- Leadership and people management
- Operational management
- Managing and developing teams
- Performance management
- Managing change
- Project management
- Quality and service improvement
- Managing resources and budgets
- Communication and stakeholder management
Management Qualifications
Formal management qualifications can support those developing into or already working in an Operational Manager role.
The Chartered Management Institute (CMI) offers Level 5 Management and Leadership qualifications designed for practising or aspiring middle managers and leaders.
The CMI Level 5 Higher Technical Qualification (HTQ) in Operational Management is another potential development route and is specifically designed to develop the skills required by operational and middle managers.
Other recognised leadership and management qualifications may also be available through training providers, colleges and universities.
Apprenticeships
The Level 5 Operations Manager apprenticeship remains an approved apprenticeship standard. However, government funding for new starters ceased at the beginning of 1 September 2026.
The apprenticeship may continue to be available for new starters on a privately funded basis after this date. Practices considering this route should check current arrangements with their chosen training provider.
Primary Care Knowledge
Operational Managers working in general practice will also benefit from developing their understanding of:
- Primary care and the wider NHS
- General practice contracts and service requirements
- Care Quality Commission (CQC) requirements
- Information governance and data protection
- Health and safety
- Safeguarding
- Workforce and HR processes
- Finance and practice income
- Quality improvement
- Patient experience and complaints
- Digital systems and transformation
Funding
From 1 September 2026, the Level 5 Operations Manager apprenticeship will no longer receive government apprenticeship funding for new starters.
Other development routes may have different funding arrangements. Depending on the programme and individual circumstances, these may include employer funding, Advanced Learner Loans or other national, regional or local funding opportunities.
As funding arrangements can change, individuals and practices should check the current eligibility and funding options with the relevant training provider before enrolling on a programme.
Devon Training Hub can provide information and signposting to help practices explore available training and development opportunities.
Supervision Requirements
Operational Managers generally work with a high degree of autonomy but should have clear lines of accountability and access to appropriate support.
Supervision and management may be provided by the Practice Manager, GP Partner or another senior member of the practice leadership team. The level of supervision required will depend on the individual’s experience, competence, responsibilities and delegated authority.
Clear arrangements should be in place for escalating matters requiring clinical, specialist or senior management input. Regular one-to-one meetings and appraisal can support ongoing development, review objectives and provide opportunities to discuss operational challenges and priorities.
Learning and Development
The Operational Manager role can provide a strong pathway into senior management and leadership within general practice and the wider primary care environment.
Leadership and Management Development
Operational Managers may continue to develop their skills in areas such as:
- Strategic leadership
- People management and HR
- Change management
- Quality improvement
- Project and programme management
- Finance and business management
- Workforce planning
- Service development
- CQC, governance and compliance
- Digital transformation
Career Progression
With experience and further development, Operational Managers may progress into roles such as:
- Practice Manager
- Business Manager
- Senior Operational Manager
- Primary Care Network (PCN) management roles
- Other management and leadership roles within primary care
Progression does not necessarily require completion of a specific apprenticeship. A combination of workplace experience, professional qualifications, continuing professional development and targeted training can support career development.
Devon Training Offers
There are currently no specific Devon Training Hub offers available for Operational Managers.
Future leadership and management training and development opportunities may become available.
Please keep an eye on the Devon Training Hub newsletter and website for details of future opportunities.