We work with clients to ensure that they don't just survive, but thrive living their lives to the fullest whatever that means to them pursuing hobbies, interests, personal ambitions, education, career goals and whatever else inspires and engages them!
The Operations Manager is responsible for overseeing and optimising the day-to-day operational delivery of the case management brand, ensuring services are delivered effectively, compliantly and consistently to a high standard. The role provides operational leadership across, people, processes and systems to support effective case outcomes, regulatory compliance, financial performance and excellent client outcomes. Working closely with Clinical Leads and Senior Management the Operations Manager translates strategic objectives into operational plans, driving continuous improvement for the brand.
What you'll be working:
* 35 hours a week
* Monday to Friday
* 9am to 5pm
What you'll be doing:
Office & Operational Management
* Manage the day-to-day running of the office.
* Oversee Management of all operational teams within the Case Management Brand. Responsible for ensuring consistent operational standards and practices across all teams. Coordinates leads to maintain alignment with company policies, procedures, and strategic goals. Identifies and addresses operational challenges, ensuring timely resolution and escalation where necessary.
* Day to day management of annual leave and sick leave ensuring business continuity.
* Foster a productive work environment and manage team performance. Ensuring all absence is adequately recorded on ITrent and any concerns raised.
* Develop and maintain systems for collating data / audits to support the business.
* In collaboration with the Business Director be responsible for the maintenance of I-insight.
* Reporting on operational and office related matters at SLT and Case Management SIP/RR meetings.
* Undertake unbillable activities, including but not limited to, property maintenance, on site, Health and Safety, order/manage stocks of stationery, shredding, cleaning, PPE and kitchen supplies.
* Oversee for the purchase and necessary maintenance of office equipment. Report to Business Director on any need for significant new expenditure.
Team Leadership & Staff Management
* Supervises Members of the Operations Team (under instruction from the BD). Provides leadership, guidance, and support to operational staff. Conducts regular supervision and performance reviews to ensure accountability and professional development. Acts as a mentor and escalation point for complex operational issues handled by senior team members.
* Work with BD and Clinical Lead regarding utilisation of Case Managers and Business Administrators billable time.
* Undertake and support Business Administrators in the billing of appropriate clinical administrative activities, inc. support worker payroll and support worker recruitment.
* Monitor all staff and support worker compliance using the LMS and report at SLT meetings.
Stakeholder Engagement & Liaison
* Be the key point of contact and conduit for staff accessing ACG support services e.g. estates, marketing, HR/recruitment/on boarding / fleet management / IT / telecommunications and vice versa.
* Primary Contact for ACG Central Services. Acts as the main liaison between the operations team and ACG central services (e.g., HR, IT, Estates, Marketing). Ensures smooth communication and coordination of support services across the business. Escalates and resolves service-related issues in collaboration with central teams.
* Deal with non-clinical / business enquiries supporting all stakeholders.
* Support SLT with marketing and business development opportunities.
* Support to Business Director and Clinical Director as required. Financial Oversight & Administration
* To support with credit control, payroll and expenses as required by the Business Director.
* Management of Soldo/petty cash. Working with SLT to ensure the brand remains within budget and supports growth in line with budget forecast.
Full job description available upon request
What you'll have:
* Ability to work independently and encourage team cohesiveness.
* Proven operational leadership skills, with the ability to influence and advise at all levels both internally and externally.
* Self-motivated with a strong customer focused attitude.
* Excellent planning and organisational skills with the ability to prioritise as appropriate.
* Financial and commercial awareness, including budget management, resource planning and performance reporting.
* Skilled in process improvement and service optimisation.
* Sound decision making and problem-solving skills particularly in high risk or time critical situations.
* Experience in operational management role withing a health and social care setting, ideally within case management.
* Experience of operating within regulated serviced with direct involvement in meeting regulatory standards, audits and quality assurances.
* Extensive office-based experience, including responsibility for financial processes and management.
* Experience of leading service change, transformation and growth desirable.
We also want to ensure that individuals with disabilities are provided reasonable facilities to participate in job applications or interviews to perform essential job functions. To support this, we are a Disability Confident employer.
What to look forward to:
* 25 days plus bank holidays
* Birthday off
* Join the Benefits Hub and benefit from a wide range of e learning and face to face training and development opportunities
* Reward App giving discounts and savings on your weekly shop
* Free 24 hour confidential Employee Assistance Programme Helpline & App to support with legal, health, wellbeing, relationship and consumer advice
* A Nest Personal Pension account
* Access to join a Medicash Health Plan for you and your family to save money on everyday health essentials like going to the dentist or opticians