Head of Operations

Job Introduction

e're currently recruiting for a dynamic and independent professional with solid operational experience for the role of Head of Operations

The role requires the ability to design and implement strategic plans and a flexible, enthusiastic, and can-do attitude to join our team.

This is a fantastic opportunity with plenty of scope to contribute to the success of the business and lead in operational excellence.

We offer a supportive working environment with lots of potential for learning and development and a friendly, agile, and flexible working culture.

ROLE PURPOSE

The role of Head of Operations is to ensure the business has an efficient, commercial, and quality focused operating platform. The platform must be optimized to ensure the business consistently grows. The role is a significant leadership role within the business and the development of the line managed roles is a crucial aspect of the job. The Head of Operations will work to deliver the business’s long term growth strategy by ensuring the right people are in the right place at the right time.

The success of this role will be measured by:

• Sustainable revenue growth in line with budget and target service mix
• Positive workforce reviews of how they feel working for Prestige
• The consistency of operations across all branches which effectively and robustly underpins the service offer, mix and corporate objectives
• The implementation of processes and systems which underpin the branch operating model therefore ensuring the business is safe and suitable for growth
• UOP achievement at a branch and company level through controlled costs
• Ensuring that all staff can meet current safety, quality, legislative and regulatory requirements through policy, procedure, and training
• Achieving CQC/Regulatory ratings
• Achievement of day-to-day delivery of training that meets the needs of the business and branch growth targets
• Ensuring that the care services meet regulatory requirements
• Ensuring that the day-to-day operations of the company are managed in line with company policy and external regulation and legislation

The role is home based with travelling nationwide and to Head Office

Role Responsibility

MAIN RESPONSIBILITIES

• Achievement of revenue targets
• Circa 180 operational employees
• Achievement of Operational department budget

• Work closely with the Managing Director in capacity and succession planning in line with the Operating Model and Budget
• Constantly reviewing the branch operating model to ensure it is fit for purpose and able to effectively support business growth with all roles working to clear objectives and KPI’s
• Supporting Regional Managers to ensure new starters join well and have positive first experiences of working at Prestige.
• Working with the Learning & Development team to develop a programme of learning to support a Professional Development framework across branch roles at all levels

• Ensuring the Clinical team are well inducted, supported with their CPD and have the appropriate support to work safely.
• Ensuring the branches are resourced appropriately to achieve sales and revenue targets
• To work with key stakeholders including the Head of Contracts & Partnerships to innovative pathway design and service development contributing to long term revenue growth Deputising for the Managing Director as and when required

• Ensuring that any changes to the regulatory requirements of CQC, SSSC and Care Inspectorate are quickly and accurately implemented in the branch network
• Providing recommendations and implementing change or improvements to consistently deliver a high quality of service across the business
• Ensure rapid and effective complaint resolution and analysis, where appropriate ensuring that changes in process are made to prevent future re-occurrence
• To work collaboratively and flexibly with Operations Teams across the business and region in developing and sharing of best practice
• Member of the Senior Leadership Team contributing to the wider strategic and operational plans of the business
• Ensuring the quality framework is delivered consistently in all locations and ensuring the branch audits are completed on time and people are held accountable for the actions

• Please note that this list is not exhaustive and you will be responsible for undertaking other reasonable duties as requested

General responsibilities:

• Provide full operational support and advice to your business area
• To lead by example and demonstrate high standards at all times
• Occasionally support with the day-to-day responsibilities of the team when required
• Be a champion for internal customer service
• Do any other reasonable things your manager needs you to do

Measures:

• Achievement of revenue and gross margin as well as UOP
• Client satisfaction and churn
• Carer satisfaction and churn
• Absence
• Compliance/ regulatory ratings
• Carer and client satisfaction
• Cost control- Expenses, Care Team travel, salary, Debtor’s and credits
• Capacity planning

The Ideal Candidate

KEY ATTRIBUTES/KNOWLEDGE/SKILLS/EXPERIENCE

• Leadership and People Management – Demonstrates a leadership style that is inclusive and supports others in achieving their goals and career aspirations and working collaboratively
• Growth, client and customer satisfaction, quality of services provided - Strives to deliver quality services, anticipates, and recognises the needs of client/customer and responds in a timely manner
• Innovation and change – Build effective relationships and creates an environment that supports change and dares to think innovatively
• Rigorous management of results – Finds ways to improve profitability and reduce costs and exploits every opportunity to improve performance
• Commit to Improve- continually improving both the performance of the business as well as Individual performance

Essential

• Educated to degree level or qualified by experience
• Operational experience and good understanding of all aspects of Care including governance, reporting, safeguarding, policy, CQC, incident management
• Strong analytical and data interpretation skills
• Strong stakeholder management skills
• Good interpersonal, communications and presentation skills
• Strong coaching skills
• Well organised, responsive, and able to work under pressure
• 5 years care experience at a senior level

Desirable

• Experience of organisation development and design, and facilitation of change including consultation and engagement
• Proficient user of Microsoft Office programmes
• A commitment to equal opportunities and diversity
• Symmetry between personal and organisational values
• Demonstrates the behaviours associated with Prestige Nursing & Care’s values

Package Description

What we offer in return:

• A competitive salary

• 28 days annual leave (includes Bank Holidays) increasing every year by 1 to the maximum of 33 days over 5 years' service

• An additional day off for your Birthday

• Cycle to Work scheme for our Head Office, Regional and Branch staff

• Long Service Awards

• Work Place Pension

• Employee assistance programme (EAP) - confidential phone line and online support and resources available to you and your loved ones 24/7

• Supportive working environment with ongoing learning and development opportunities.

• A friendly, agile and flexible working culture.

About the Company

In the UK and Ireland, Sodexo employs around 30,000 people, and partners with clients in many sectors across business and industry; schools and universities; sports and leisure; energy and resources; government and agencies; healthcare; justice and defence.

Sodexo’s connected; people-centric approach brings together a diverse range of expertise. The breadth of services it offers ranges from food and hospitality; cleaning; reception; concierge (Circles); security; property management and technical services through to data driven workplace strategy and design (Wx); employee engagement and recognition services (Sodexo Engage) and personal home services through Prestige Nursing & Care and the Good Care Group.

Vital Spaces is Sodexo’s value proposition that puts people at the heart of everything we do, bringing together services and solutions and focusing on the productivity and wellbeing of people wherever they are.

Sodexo is committed to being an inclusive employer; we welcome and encourage applications from people with a diverse variety of experiences, backgrounds and identities.

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to  support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process