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Operations Support Manager

Salutem Shared Services
Closing date
28 Jun 2022

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Contract Type
Full Time
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This role is a pivotal role in the leadership team of the group. This role will involve the strong leadership of allocated homes, often managing short term assignments which may include Quality Improvement, New service commissioning, closure or specific KPI improvements as deemed appropriate by the Managing Director. The role will often involve crisis management.

The role will include National Travel, overnight stays and time away from home. This is a high profile role within the organisation, and will involve multi stakeholder engagement

At all times operating and adhering to our values and behaviours.

Duties and Responsibilities

Key Tasks

* Take accountability for short term projects within the business, which will vary in nature. They may include service improvement, commissioning new services, interim home management or specific projects around KPI improvement

* Ensure that where possible, projects are managed in line with budget expectations, or where not- that there is a robust understanding and approval from the Managing Director for the reasons why not

* In exceptional circumstances, become the Registered Person for that location to prevent regulatory action or to offer assurances around service improvement to funders or commissioners.

Care/Quality and Service Improvement

* Ensure the project you are working on or in is managed in line with the expectations of the regulatory function that regulates it, for example in line with the Health and Social Care Act. This will be done with the support of the Regional Director and divisional support teams

* Ensure that any documentation held for the people we support is person centred, updated and reflects needs. It must also be stored safely

* Provide ongoing support to mentoring to peers and junior staff as required and as part of key projects

* Ensure that there is a robust plan in place for support for any service that you are managing, utilising existing teams and divisional support teams as required

* To complete service quality visits as directed by the Regional Director and Managing Director utilising C360 as required

* To ensure that any project/service has a robust action plan in place, which will be owned by the Regional Director, but delivered

* Ensure compliance with internal compliance reporting, including upwards and downs reporting if improvements made etc.

* To operate in an open honest and transparent nature, with a can do approach and striving for best quality

* Identify, action and impairment control measures for risk, ensuing that any serious risks are escalated to the senior leadership team

* Ensure that company initiatives are implemented as required.

* Effectively manage stakeholder relationships and family relationships as required

* Investigate any complaints, conduct issues in partnership with the HR function and provide robust feedback/actions as required

* Ensure that Medication is managed in line with National Guidance and in line with Salutem Policy and Procedure

Finance/Occupancy/New Business

* Lead on referral activity for the service, ensuing robust assessments take place, utilising Salesforce as a platform to inform the wider group. This may also include leading on new services or repurpose of existing service.

* Support and enable the team to manage meet and exceed budget, thought robust management of costs Direct, Non Direct and Labour costs- utilising the support of the Finance Manager

* Identify opportunities for business development and link with Business Development colleagues, ensuring new service provisions and also a referral pipeline


* Ensure that staff are supported, recruited and managed in line with Salutem Policy and Procedure, and are managed in line with budget expectations. This will include ensuring sufficient staffing is made available, and Rotas planned 4 weeks in advance.

* Consideration to be given to multi-site management, and managing different managers as directed by the Regional Director/Managing Director

* Manage staff performance in line with expectations, linking with divisional HR support functions as required, and that staff have required training and have the skills to meet the expectation of the role through linking with Learning and Development

This is an outline of the post holder's key duties and responsibilities. It is not intended as an exhaustive list and may change according to service needs, following discussion with the post holder and Managing Director
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