Operations Manager - Relate



Operations ManagerDirectorate/DepartmentServices/Area TeamLocationFlexible; Local travel will be required on a regular basis; Nationwide travel will be required on an intermittent basisReporting toArea ManagerStaff reportingAdministrative team staff, including appointments team, and finance administrator (if applicable)Clinical StaffShop Managers and staff (if applicable)Health & Safety co-ordinator (if applicable)VolunteersAny specific service delivery roles (as appropriate)Overall purposeProvide operational management which ensures the effective delivery and quality of Services within an Allocated Area.Support Area Managers, Regional Directors and Associate Director in developing quality driven and cost effective Relate services.Key activitiesMonitor and report on all aspects of activity and performance within a given set of services or geographical area.Ensure adherence to agreed policies and procedures within assigned services.Ensure client services meet quality standards for Relate and any agreed external quality marks.Monitor and respond to client feedback and complaints and ensure adherence to the Compliments, Concerns and Complaints policy.Make recommendations to the Area Manager to pilot new initiatives that provide service diversification aligned to charitable objects. Seek advice on service and practice issues from Supervisors, Relate (National) and Relate’s Senior Practice Consultants.Work with Supervisors to ensure that systems and processes are introduced and maintained to ensure the joined up management and development of clinical staff.Responsible for the implementation of Area Development Plans as agreed with Area Managers and other members of the Services team.Contribute to the development and delivery of business development activity within a given area, for example via sharing opportunities for grants and tender with the Area Manager and Business Development Managers.Attend and feed into local and national meetings both internally and externally as agreed.Support the effective management of financial performance with given services.Work with the Area Manager to provide operational input to risk management plans.Responsible for collation and submission of monthly Payroll data to Payroll Department.Responsible for all aspects of line management for a group of staff, from on-boarding to performance management, and CPD.Support the Area Manager in staff recruitment.Ensure the implementation and effective use of marketing and media tools received from communications team.Responsible for all aspects of facilities management within a given area, including acting as a key holder where applicable.Any other duties which may be regarded as reasonable within the nature of the duties and responsibilities of the post as defined, subject to the proviso that any change of a permanent nature shall be incorporated into the job description in specific terms with the Managers agreement.Key relationships and contactsArea ManagersLocal commissioners and contract managersCounsellors/supervisorsClientsSuppliersAdministrative Staff and ResponseCorporate Resources team managersDimensions/scopeResponsible for team’s overall target.Be prepared to provide flexibility around working hours to provide cover for absence and to provide management to staff who work evening hours.General duties(Common to all Relate roles)Health and safetyEquality and diversityActing as a Relate ambassadorVersion controlCreated by: Ben Collins, Director of ServicesDate created: 14.6.2018This version: Version 5Key skills and competenciesOperational line and performance management within a dispersed group of services.Understanding of the counselling arena.A strong track record in delivering excellent customer, stakeholder and relationship management.Demonstrable track record of service innovation and creative approaches to problem solving.Demonstrable and significant experience of operational management. A proven creative approach to developing, implementing and evaluation of operations, ideally in a similar context to Relate.Significant strategic customer/client service experience including putting the client experience first.Ability to visualise, propose and implement changes to promote efficiencies.Ability to develop and improve systems and procedures.Previous experience of quality assurance systems.Excellent levels of skill in report production, financial management, tender and proposal development, and a good range of IT skills, including Microsoft OfficeSelf-motivator, able to work on own initiative, and be proactive in problem solving.ManagerialExperience of managing staff and volunteers: demonstrable experience of dealing with HR issues including the implementation of policies, recruitment and performance management. Experience of motivating and developing teams and individuals.Ability to delegate, manage and drive strong service delivery teams.Ability to operate at all levels in an organisation including close working with senior management.Experience of overseeing projects / activities and ensuring they deliver on time and budget. Aware of, and sensitive to, diversity and equal opportunities issues.Ability to delegate, prioritise and use own initiative. Desirable skills and competenciesEducation to degree or post-graduate level. Membership of a relevant professional body.Knowledge and / or experience of Relate’s work and practice.Knowledge and / or experience of the voluntary sector. ................
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