Job Description

An exciting new role has been created at EHCL, the Enfield GP Federation that will support the implementation of the North Central London Integrated Care Board Change Management Programme for general practice and provide operational leadership for the Enfield GP Federation. In addition to working with General Practice on the Long-term conditions programme and implementing Modern Day General Practice, the post holder will support Enfield Federation with day to day operational functions, staff management and business development. This is an exciting time to be in primary care as we begin the implementation of the NSH Ten Year Plan. For an informal discussion about the role please contact Renata Chavda Director of Operations renata.chavda@nhs.net or Kerree Ahern Programme Manager Training Hub Kerree.ahern@nhs.net Please upload your CV with a covering letter outlining how your knowledge skills and experience meet the requirement of the role.

Applications will close 19th December 2025. Interviews will be held the week of 13th January 2026 If you have not heard from us by 6th January 2026, you have not been selected for interview.

Job Title:

Business Change Facilitator and Operations Manager - NCL Change Management Enfield

Contract Length:

Full time fixed term - 1 year (January 2026 -December 2026)

Hours:

37.5 hours per week

Reports to:

Enfield GP Federation Director of Operations

Accountable to:

Executive Director and Enfield Federation Board of Directors

Location:

Evergreen Primary Care Centre Enfield, or other locations across North Central London on occasions

Job Purpose and Summary

This exciting role blends the implementation of the NCL General Practice Change Management Support Programme with the provision of support to the outcome, delivery and sustainability of the business processes for EHCL at both borough and practice level.

The post holder will work directly with GP Practices and Primary Care Networks (PCNs) to help teams design, implement, and sustain improvements in access, long-term condition management, and digital transformation.

The role combines hands-on facilitation, data-led improvement, and change management processes to help practices embed the Modern General Practice Model and deliver measurable improvements in care and efficiency. The post holder will define current processes, facilitate discussions and advise colleagues as to how best practice might be adopted in the definition of future processes, document those processes as they are agreed and oversee their delivery.

The postholder will be part of a team of Business Change Facilitators and work closely with Borough Clinical Leads, Change Theme Leads, and the central PMO to ensure alignment, consistency, and quality across all five boroughs.

The post holder will define current processes, facilitate discussions and advise colleagues as to how best practice might be adopted in the definition of future processes, document those processes as they are agreed and oversee their delivery.

This job description and person specification are only an outline of the tasks, responsibilities and outcomes required of the role, in the context of a growing and evolving organisation and commission environment in flux. The job holder will be required to carry out any other duties as may reasonably be required by the EHCL director group, for the benefit for the organisation.

The job description and person specification may be reviewed on an ongoing basis in accordance with the changing needs of EHCL.

Key Responsibilities

Change facilitation and support for improvement

Support practices and PCNs to assess readiness for change, identify priorities, and co-design improvement plans. Facilitate adoption of new models of care and operational processes (Access, LTC, and Digital First). Use structured methodologies such as Plan-Do-Study-Act (PDSA), Kotter's 8 Steps, and the Theory of Change to guide implementation. Deliver one-to-one and group-based improvement sessions, including workflow reviews and team coaching. Capture learning and case studies to inform borough and NCL-wide playbooks. Support practices to use data (e.g., access, LTC dashboards, patient feedback) to identify improvement opportunities and monitor outcomes. Apply the Empathic Transition Framework to build trust, psychological safety, and engagement with change. Conduct EMIS searches using the GP Clinical system, as required

Staff Management

Manage EHCL project support staff on a day-to-day basis and support the Director of Operations with appraisals, staff development, recruitment and where possible necessary processes such as grievances and disciplinary matters

Support individual's development on the job and performance management

Work with the Director of Operations to assess and manage confidential information on staff performance and capability development

Stakeholder Engagement and Collaboration

Build strong working relationships with GPs, Practice Managers, and Administrative Teams and other practitioners, to drive and support improvements to business processes for practices within North Central London Liaise with Borough Change Teams, Subject Matter Experts (SMEs), and the PMO to ensure consistency of delivery. Coordinate with local and system partners, including the NCL ICB, Training Hub, and GP Provider Alliance. Promote shared learning across boroughs by contributing to communities of practice and cross-theme workshops.

Programme Delivery and Reporting

Ensure projects and initiatives are delivered on time, to quality standards and in a cost-effective manner, adjusting plans as required.

Determine interdependencies across projects/functions, potential impacts on wider organisation, resource requirements and building in contingency and adjustments as necessary.

Maintain accurate records of practice engagement, interventions, and progress against agreed milestones.

Contribute to borough-level delivery reports, dashboards, and RAID logs for EHCL and the ICB

Analyse and interpret data to highlight issues, risks and support decision making and produce financial, data and strategic reports to present for the EHCL Board of Directors, and other boards summarising status on issues, appraising outcomes and providing progress summaries as required

Escalate issues and risks to the Director of Operations EHCL with mitigating actions

Collect qualitative and quantitative feedback from practices to inform evaluation and improvement of the NCL Change Management programme

Support the collation of evidence for reporting to the EHCL Board of Directors, NCL TH Joint Operational Group (JOG), and ICB.

Analyse, interpret and present data to highlight issues, risks and support decision- making.

Training and Capability Building

Support training and development sessions for practice teams on QI tools, change management techniques, and digital adoption. Promote the use of improvement frameworks and encourage self-sustaining improvement culture within practices. Mentor staff in using practical QI tools such as process mapping, root cause analysis, and driver diagrams.

Knowledge Skills and Experience

Essential

Educated to Masters level or equivalent experience supporting change or improvement within NHS primary care or a comparable healthcare setting. Experience of managing staff Experience of stakeholder management and development Strong understanding of general practice operations, workflows, and challenges including a knowledge of EMIS Knowledge of change management and QI methodologies (e.g. PDSA, Lean, Kotter). Excellent facilitation, communication, and interpersonal skills. Ability to analyse data and translate findings into actionable improvement plans. Ability to identify risks, anticipate issues and create solutions to resolve problems in relation to project or service delivery Ability to understand a broad range of complex information quickly and make decisions where opinions differ and there is no obvious solution Ability to work independently and as part of a team to plan and deliver projects on time An understanding of Equality Diversity and inclusion principles and the ability to implement these principles in activity Experience in delivering improvement coaching, workshops, or practice support. Competent with Microsoft 365 and data tools (Excel, Power BI, etc.).

Desirable

Experience working within a GP Federation, Primary Care Networks (PCN), or ICB environment. Knowledge of the Modern General Practice Model or LTC Locally Commissioned Services. Understanding of digital tools in general practice (eConsult, NHS App, Cloud Telephony). Formal qualification or training in project, programme, or change management (e.g. PRINCE2, ILM, Lean). Working knowledge of financial processes and budget setting and management

Personal Attributes

Empathetic and credible when engaging with frontline staff. Emotionally intelligent, patient, and adaptable to varied contexts. Collaborative and confident in facilitating group discussions and problem-solving. Committed to continuous improvement and learning. Organised and methodical, with a focus on outcomes and impact. Self-motivated and a supportive team member
Passionate about improving patient experience and supporting sustainable change

Job Types: Full-time, Fixed term contract, Graduate
Contract length: 12 months

Pay: 50,000.00 per year

Benefits:

Company pension Free parking On-site parking
Ability to commute/relocate:

London N9 0TW: reliably commute or plan to relocate before starting work (required)
Education:

Master's (required)
Experience:

Primary care: 2 years (required) Emis Clinical System: 2 years (required)
Work Location: In person

Application deadline: 19/12/2025
Expected start date: 02/02/2026