Head of Operations (Community & Care Home). Home based in the North West of England.

As a senior operational leader in the organisation the purpose of this role is to lead and secure 'operational grip', operationalising the organisation's strategy, operating model and the budget and business plans of the board. Being accountable for the operations and financial performance of the business; proactively managing budgets, commissioners, and other local stakeholder relationships; defining and delivering operational excellence in AFG services, upholding the brand and values of AFG with customers, commissioners and the local community; growing the business according to defined and agreed contribution targets and responding to local marketing conditions.

Dimensions

• This post reports directly to the Director of Operations. The post holder is expected to fulfil the role within agreed organisational frameworks policies and procedures and within the parameters of established strategic and local priorities.


• Accountability for the operational performance sits fully with the Head of Operations.


• Review of performance in the post is undertaken through the agreement of budget, performance objectives and individual performance appraisal by the Director of Operations.


• The postholder will be responsible (on average) for up to 1,500 people within the local workforce.


• The size of the operating budgetary responsibility is based on income levels. This is approximately £50 Million., 1. Professional leadership and delivery of AFG business requirements, charitable aims and purpose.

2. Professional leadership of the Operations Teams and overseeing all operational matters affecting frontline care services. Acting as key liaison and escalation point for any complaints or disputes involving service users, families, carers, commissioners, regulators, or partners.
3. Acting as a Senior Leader and Ambassador for the organisation, it's purpose and its people at all times. Being a positive and active part of the Senior Leadership Team and supporting the Executive Team on key organisational initiatives and assignments.
4. Leading the development and production of the Operations business plan; ensuring alignment with and delivery against the strategic objectives of the organisation and agreed performance standards. Acting as the key point of contact for the organisation for Commissioners and other local stakeholders (e.g. Councillors, MPs, other key stakeholders).
5. Demonstrating a high level of expertise and understanding of operational services and effectively contributing to the overall strategic development of the organisation as a member of the Senior Leadership Team.
6. Project Leadership of any assigned area or organisational projects. Ensuring that all multi-disciplinary projects are delivered in an appropriate time, cost and quality targets.

Financial Management & Performance
7. Work within the defined process and limits of AFGs Scheme of Reservation and Delegation (SORD).
8. Budget planning with Director of Operations and associated finance colleagues.
9. Managing and delivering within agreed targets the operational budget/P&L and annual business plan.
10. Cost-effective deployment, management and utilization of resources and non-pay spending to agreed cost models, budgets, commissioner contract terms and conditions.
11. Ensuring workforce requirements are aligned, deployed effectively and efficiently in line with commissioner contract requirements.
12. Implementing and management of the operating model and service models
13. Managing and reporting on financial and operating performance to budget and performance KPIs.
14. Establishing performance management arrangements to ensure delivery of performance in accordance with organisational performance framework.
15. Collaborating with appropriate colleagues to identify targets and objectives that are realistic and underpin the management of performance as outlined in accordance with the organisational performance framework; delivering these targets and measuring progress against these at regular intervals ensuring effective monitoring and corrective action is taken when necessary to achieve acceptable outcomes.

People Management
16. Provide operational and professional leadership, direction and management which results in the delivery of effective, efficient, quality assured and person centred care.
17. Setting objectives for team members that align to strategic plan, annual plan, budget, and performance framework including any personal development objectives as part of individual or organisational development, talent management etc…
18. Leading initiatives to drive improved performance, teamwork, and operational excellence within the organisation.
19. Be active as a member of the Senior Management Team contributing to organisational and corporate initiatives and providing organisational leadership to the wider business.
20. Implementing performance management and my performance processes in conjunction with People & OD colleagues. Ensuring quality conversations are taking place to engage, develop and promote high performing teams that achieve excellent standards of care.
21. Implement the People and OD strategy to support our aim to become an employer of choice to ensure we attract, retain, and develop our people.
22. Ensure all operational people practices are in line with the organisation governance requirements and best practice.
23. Developing team capacity and capability through mentoring and coaching. Supporting their ongoing development to maintain competence in practice and support. Assessing their skills gaps and working closely with the training team to overcome any potential concerns and minimise any risk to the people we support and the business.
24. Leading and inspiring all staff to deliver the highest standards of care.
25. Recognising indicators of poor performance/quality and acting quickly to remedy to minimise any potential risk.
26. Effective management of an electronic staffing roster system, ensuring processes to support operational delivery are in place with regard to safe, efficient and effective staffing deployment. The system is used effectively by teams and the information is utilised to improve performance. Working with Workforce Planning team to guide effective deployment of staff.

Service Development & Growth
27. Delivering in-year and long-term growth through delivery of both AFGs strategic and annual business plan.
28. Delivering annual growth targets through the identification of new commissions and contracts and the development of new services aligned to the strategic direction of the organisation.
29. Working closely with the Business Development Team to identify and deliver winning bids for new contracts and individual commissions.
30. Developing and nurturing significant relationships with stakeholders that secure contracts and open-up opportunities for growth and innovation; selling the value of the products and services provided by AFG.
31. Working collaboratively with Executive Team, Senior Leadership Team and Operational Teams to build intelligence and understand the service requirements and opportunities of commissioners and plan accordingly.
32. Working with the Director of Operations to lead and implement operational development of services in line with Commissioner needs, the Organisations' vision, mission, and values and promoting Alternative Futures Group (AFG) as a truly person-centered Organisation - a world where people have choice and control in their lives.
33. Ensuring quality and value for money are reflected in service delivery and encouraging creativity, innovation and new ways of working.
34. Promoting, implementing and developing the delivery of integrated models of care with commissioners, partners and suppliers.
35. Setting growth targets and implementing growth strategies and ensuring team members are involved and aligned to targets through appropriate objective setting to identify and deliver growth opportunities.
36. Promoting Operational team behaviours and opportunities to develop and grow services through appropriate organisational initiatives, projects, and collaborations.
37. Creating and implementing growth programs which maximise revenues and opportunities for innovation and development of new services and support the strategic direction of the organisation.
38. Connecting with communities and stakeholders to promote the services on offer within AFG; responding to changing demands, needs and aspirations of the people who use and those who commission services through planning and commercial development.
39. Liaising Engagement, Marketing and Communications teams regarding marketing and media.

Quality and Compliance
40. Delivery to all requirements of the Care Act and/or Mental Health Act and all areas of CQC regulated and non-regulated activity.
41. Working in partnership with the Head of Quality and Compliance to ensure compliance with legislation governing professional regulation, human rights, safe care and treatment and associated standards.
42. Working closely with the Quality Team and to prioritise and deliver a program of quality audits and quality improvement work across area.
43. Delivery of all Quality and Compliance KPIs and requirements of AFGs Quality Management System. Ensuring areas of low quality and compliance are reported and immediately addressed and plans are in place and delivered to recover or mitigate any issues.
44. Ensuring performance drives continuous improvement and development in quality; being accountable for the performance of services - tested and supported through the accountability review process as conducted by the performance senate.
45. Leading on the resolution of complaints handling and incident management in line with the organisational frameworks set for these areas of work; using the learning and evidence gained from incidents, complaints handling and compliments to inform quality initiatives in the organisation.
46. Working collaboratively with the Head of Quality and Director of Corporate Affairs to ensure local governance systems, processes and practice are operating within agreed organisational frameworks.
47. Developing connections that actively encourage and increase the voices of staff, service users, carers and families in the running of AFG and upholding the reputation of the organisation locally as a 'person-centered' organisation.
48. Working with Quality Team ensuring local systems and processes are in place to meet regulatory requirements and the monitoring and performance of regulatory standards.
49. Ensuring systems and processes for managing risk are in place including the provision of relevant training aligned to the organisational Risk Management Framework.


• Operational experience in a care environment with at least 3 years' experience in a senior operations/professional leadership role.


• Quality and change management work in a range of environments.


• Experience of quality improvement frameworks, ensuring consistent application and monitoring.


• Experience of working autonomously with a high workload.


• Leading successful teams i,e, practice based/operational.


• Holding others to account/line management of first line managers or equivalent.


• Handling complex and competing priorities.


• Deputising in a senior leadership role


• Contract management and Conflict resolution


• Managing operating activities and staff across multiple locations


• Managing multiple and complex projects with differing deadlines and reporting requirements


• Successful track record of managing best practice delivery of services and of setting, reviewing and delivering operational quality standards


• Proven track record of business planning, budget holding and cost management, with a commitment to deliver a balanced budget


• Setting, working to, measuring and evaluating key operational and strategic objectives and associated KPIs


• Evidence of developing existing and new services, working collaboratively with key stakeholders and commissioners


• Managing a large multi-disciplinary, complex team- encouraging, developing and inspiring


• Providing professional leadership


• Ability to working flexibly, under pressure and to meet demanding and often competing deadlines


• Strategic thinker with the ability to cascade strategic vision through to operational plans and delivery schedules


• Excellent stakeholder engagement and relationship management skills


• Understanding of regulatory frameworks


• Able to identify and explore new and innovative ways of working which improve performance and operational effectiveness whilst furthering our business aims.


• Excellent analytical and reporting skills.


• Strong interpersonal and communication skills and the ability to deal with a diverse range of people often in a pressurised environment


• Solves problems by self and through others.


• Business and operational planning.


• Quality improvement techniques.


• Effective communication and organisation.


• Managing effective change.


• Excellent verbal and non verbal communications skills i.e. report writing.


• Presentations and basic media handling skills.


• Ability to network at all levels.


• Ability to use digital systems and related computer based packages.


• Ability to prioritising work appropriately and delegate accordingly.


• Can demonstrate highly effective interpersonal communication.


• Possession of a leadership/management or related qualification at Level 5 or above.


• Full driving license with access to a vehicle and willing to travel across the north west.


• This role is Band IV as per our structure
  
  Alternative Futures Group is the North West's largest Mental Health and Learning Disability charity.


With a strong track record over 30 years, we work locally in the community and through our Treatment and Recovery Centres to provide a wide range of innovative and bespoke care services.

We have a vision to create a world where people control their lives. Here at AFG, we pride ourselves on helping the people we support to design, develop and 'own' the support they receive by planning this with them; we support people to make informed choices and increase their own independence; and we support people to maintain their own health, wellbeing and living environment. These principles are really important to us.

As a 'values based' employer, the people that work for us genuinely care about the people they support, and we are seeking likeminded people to join our AFG family. If you are passionate about working in Health and Social Care and have a real desire to make a positive difference to the lives of the people we support then we would love to hear from you.

At AFG we also recognise the contribution and value that our staff make. We would not be able to provide the life changing support that we do without people like you!

In return for your contribution we will support you throughout your career and we provide a wide range of employee benefits, career development and lifestyle support services to ensure that you too feel supported, fulfilled and valued from day one of your employment with us.