Operations Manager

MAIN DUTIES AND TASKS

Key Responsibilities and Accountabilities

Management of Staff

Support and develop the team managers in the management of their allocated areas through the completion of:

• Individual weekly meetings on current issues together with forward planning for each area.
• 1:1: monthly meetings with team managers regarding achievement of individual and team KPI’S.
• Prepare and agree Personal Development plans (PDP) for those under the operations managers’ direction.
• Completion of staff appraisals for staff directly responsible to the Operations Manager.
• Ensure compliance of all staff and management of both regulatory standards and Homecare Policies and Procedures.
• Monitor and pro-actively manage the sickness and annual leave of all staff members under the direction of the Operations Manager and complete return to work interviews.

Management of Processes

• Oversee the resourcing of the operational departments in meeting the operational needs of the business.
•  Oversee the recruitment needs of the operations department and community (care assistants) in conjunction with the team managers.
• Oversee that the working time directive is upheld by monitoring the application of same.
• Oversee effective telecommunication performance of the operations department
• Oversee the standard of customer care within the operational departments.
• Monitor standard of reports and records produced by each team.
• Oversee verification of care staff wages and verification of service user hours for each period, establishing variances and establishing a process for prevention if required.
• Obtain weekly reports on referrals and develop an action plan with individual team managers on a reduction of refused referrals through the identification of new areas of growth.
• Oversee the management of the quality improvement process within the operational office teams ensuring strict regulatory timeframes are met.
• Resolve formal complaints in conjunction with the relevant Regional Manager.
• Follow-up and ensure correct processes are completed in relation to complaints; accidents and adverse events.

General Responsibilities

• Assist Regional Managers with Contractual arrangements.
• Assist Regional Managers in the management of budgets within each region.
• Prepare reports on each region for fortnightly managers meetings.
• Prepare management reports for Executive Board meeting, held monthly reporting on variances; actual against target/budgeted costs.
• Promote effective communication
• Ensure protection of Vulnerable Adults & Children policy and procedures are being adhered to

Personal Development

• Maintain professional knowledge and competence on both company policies and regulatory standards.
• Attend training courses and updates as deemed necessary.

You should note that under the Health and Safety at Work legislation you are required to take all reasonable steps while at your work to ensure your own health and safety and of those who may be affected by your acts and omissions at work. You are also required to co-operate fully with regard to the implementation of health and safety arrangements and you should not interfere with or misuse anything provided in the interests of Health and safety at work.

This job description indicates only the main duties and responsibilities of the post.  It is not intended as an exhaustive list.  Homecare reserves the right to amend this job description from time to time, according to business needs.  Any changes will be confirmed in writing. 

KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

 Essential

• Proven operational management experience is essential (minimum 5 years), with knowledge of the domiciliary care market a distinct advantage
• Demonstrated ability in leading a customer focused team.
• Strong leadership and communication skills.
• Experience in MS Office packages.
• Provides clear vision and adds value where involved.
• Analytical, capable of dealing with complexity and handling multiple tasks.
• Fitness to do the job
• Satisfactory police clearance
• 2 work related references
• Right to work in UK
• Fluent in English
• Full EU Driving Licence

Desirable

Experience in Project Management and/or good planning skills will be advantageous