Senior Operations Manager Extra Care service, Tower Hamlets and Wandsworth

Do you have proven leadership skills, a strong work ethic and a passion for quality? We are seeking a Senior Operations Manager with the expertise, commitment and values to make a real difference to the lives of older people with care and support needs?

Summary of Role:

To be responsible for the overall leadership and operational management of 7 Extra Care Services in Wandsworth and Tower Hamlets for older people who have a range of needs, including physical disabilities and mental health needs, dementia and long term health conditions. You are expected to collaborate positively with the housing providers, Care Managers, health professionals and other stakeholders to deliver high quality services.

To lead, manage and supervise a team of 6 Registered Managers and other senior staff to provide the highest standard of care and support, ensuring that CQC care standards are met at all times and that service user outcomes are fully met.  To be responsible for the overall quality of service delivery and to ensure that the services are delivered in accordance with their respective contracts, the service specification, agreed quality standards and the expectations of Creative Support, the Council and stakeholders. You will put in place and oversee a QA system across your service portfolio to ensure that CQC care standards are met and that the highest level of customer service is provided. You will compile contract monitoring and quality assurance reports for our commissioners and attend contract monitoring meetings.

To work with partner housing providers to promote effective joint working, joined up approaches and a positive, inclusive atmosphere within the schemes. To ensure that there is a vibrant and varied programme of social activities on-site and that connections are built with the wider community. To ensure that the people we support receive individualised, person-centred care and support which enables them to enjoy a good quality of life. To ensure that staff are deployed efficiently and effectively and that all service users receive planned care in accordance with their assessed needs and preferences and their care and support plans. To ensure the safety and wellbeing of the people we support at all times, ensuring that policies and procedures are followed, that medication is administered as prescribed and that all care provided is properly documented and regularly checked and reviewed.

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Experience Required:

• At least 4 years management experience, skills and knowledge gained in one of the following areas:
• Services for older people/people with dementia/memory loss/mental health needs/physical or learning disabilities
• Residential day or community services for older people
• Extra care or home care services for older people
• Prevention and re-enablement services for older people
• Experience of carrying out the role of Registered Manager
• Experience of leading, managing and supervising staff and the delivery of care and support
• Experience of managing contracts and budgets
• Knowledge of CQC standards and requirements
• Experience of carrying out quality audits and managing a QA system
•  A relevant professional qualification (e.g. Diploma in Social Work, RMN/RGN, NVQ 4/5, RMA)
• Degree level or equivalent academic qualification
• Excellent written and verbal communication skills

Extensive Management Experience: Candidates must have significant experience in managerial roles within the healthcare and care services sector, ranging from regional management to operational oversight of multiple branches or facilities.

Regulatory Compliance: Candidates must be able to emphasizes their commitment to compliance with industry regulations and standards, such as CQC ratings, health and safety guidelines, and legislative requirements.

Leadership and Team Development: All candidates must be able to demonstrate experience in leading and developing teams, implementing training programs, and fostering a culture of continuous improvement.

Operational Oversight: The candidates must have experience in overseeing day-to-day operations, managing staff, budgets, and ensuring service delivery standards.

Achievement Orientation: Each candidate needs to be able to be specific with their achievements in their roles, such as successful restructuring, growth initiatives, and implementation of quality improvement measures.

Stakeholder Engagement: The candidates must have experience in developing and maintaining relationships with various stakeholders, including clients, local authorities, commissioners, and third-party providers.

Strengths:

Strategic Planning: All candidates need to be able to exhibit strong strategic planning skills, as evidenced by their roles in setting up new services, implementing growth plans, and executing acquisitions.

Operational Efficiency: The candidates must be able to demonstrate a focus on operational efficiency and optimization, including restructuring services, reducing overhead costs, and implementing efficient processes.

Financial Management: Each candidate need to have experience in managing budgets, PandL, financial audits, and resource allocation, highlighting proficiency in financial management.

Quality Improvement: The candidates need to show a commitment to quality improvement and service excellence, achieving good or outstanding ratings, implementing quality monitoring systems, and ensuring compliance.

Customer/Client Relationship Management: All candidates must be able to emphasize the importance of maintaining positive relationships with clients, tenants, and stakeholders, indicating a strong focus on customer/client satisfaction and retention.