Job Description
We are delighted to be recruiting for our client a homecare provider for a Head of Operations to join their management team based in the West of Ireland. Role: Head of Operations Reporting To: Director of Operations Overall Objective: Servicing a countrywide network of offices and reporting to the Operations Director, the successful applicant will have strong people, commercial, quality, and change management experience. They will take responsibility for managing all aspects of day to day operations. They will be responsible for ensuring the all projects to improve services are implemented and monitored to help and facilitate the growth of the business while maintaining a high level of customer service. 3rd Party Relationships: Key business Stakeholders, Customers, Senior Management and All Comfort Keepers Employees Reportees: Operational Area Managers Office Managers Client Services Managers Client Care Coordinators 1200+ Operational Care Staff Overall Responsibilities Core Areas of Responsibility: Recruitment, development and day to day management of operational staff Management of area managers on a daily basis, ensuring the highest level of care to customers and support to office teams and carers Resources Management and Logistics Mentoring and training area managers to achieve goals and outcomes HR planning for recruitment, training, development, staffing levels and staffing issues Management of the team Coaching the area managers to manage the performance of their teams Ensuring policies and procedures are adhered to and regular audits are conducted Responsibility of business / quality standards/ maintaining accreditations and awards Development and maintenance of key customer relationships Participate and or lead process improvement initiatives Effectively manage cost of operations, oversee customer invoicing Policy development, implementation and integration in the operations Accountability for customer service standards and customer service improvements Oversight of the full suite of customer service provision within the organisation and the improvement, efficiency and operation of full suite Identification of KPIs to support the delivery of services Budget management Identification of roles and responsibilities for team and setting targets for training Financial planning and control Member of Management Team and working closely with the Operations Director in the delivery of all services and implementation of strategic vision Utilising I.T. resources Identifying more efficient processes to manage time and lead to better outcomes Ensuring the Operations Director is kept informed of any issue or otherwise impacting on the quality of service delivery or contexts which may impact the business Key Result Areas High standards of service delivery in the business Attention to detail and accuracy Customer satisfaction Customer retention and growth Achieve targets for growth Successful implementation of project plans Development and implementation of policies in operations Effective management of area managers Recruitment / training and integration of required operational staff Achieve strategic objectives for increased target market Introduction of new value add services Oversee compliance in the area of training & HR, H&S and Quality Process improvement Developing a flexible and empowered team Change management Skills: Operations Healthcare Business Management