Director of Operations Job Description
Cornwall Care Services Limited is a vibrant and forward looking organisation, with a clear vision for the future, which is informed by its core values and the care needs of older people across the county of Cornwall. The company currently employs approximately 1400 staff and anticipates increasing the workforce by a further 200 staff in order to support the following planned developments:-
Creation of care communities
Five new Cornwall based 72 bed nursing homes, with extra care housing ‘wrapped round’ them, where less dependent people can live in their own accommodation with the peace of mind provided by the availability of additional support when required. The company is shortly to submit its planning application for the first care community at Wadebridge, with 72 beds and 60 care units.
Expansion of domiciliary services
These services, which provide professional support to older people in their own homes, are to be expanded by almost 50%.
MAIN PURPOSE OF THE ROLE
The Director of Operations is responsible for the management of all services and delivery of the annual business plan and the five-year operating plan.
Recruitment, retention, occupancy, price point and compliance are the key foci for the Director of Operations and therefore the effective management and development of the operational services staff, of which form the majority of the company’s workforce, is essential.
The Director of Operations will manage a wide-ranging portfolio, informed by a sound knowledge of the social care sector and the regulatory framework within which the sector is required to work.
Organisational performance management is a key component of this role, including responsibility for Profit and Loss, as are leadership across the organisation and management of volume and financial targets for operational services.
The post holder will be a full Executive Director of the Board, actively demonstrating adherence to the Nolan Principles and making an effective Executive contribution to Board processes in accordance with direction from the Chief Executive.
The post holder will manage the Head Office based Central Operations Management Team to ensure that company priorities and requirements are delivered to reflect – both within and outside the organisation – professional and exemplar services in support of the company’s status as the largest social care provider in Cornwall.
The Director of Operations will be responsible for the management and positive development of a range of strategic and operational relationships external to the company, working with other agencies at strategic level, in support of mutually beneficial approaches to care.
In addition, the post holder will ensure that the delivery and development of high quality services are achieved through the involvement of customers, carers and other stakeholders.
The Director of Operations is the Registered Responsible Person for the Care Quality Commission in respect of all services provided by the company.
ACCOUNTABILITIES
1.Accountable to Chief Executive.
2.Line manages (structure chart to be attached but direct reports around 10)
3.Works closely and collaboratively with the centralised functions of Finance, Estates, Governance and Human Resources, seeking professional advice and support to ensure conformity to regulatory and legal requirements, including Health and Safety.
SPECIFIC DUTIES AND RESPONSIBILITES OF THE POST
In close co-operation with the Chief Executive:-
Direction and Delivery
To deliver the service elements within the five year operating plan, demonstrating commercial focus, a structured approach, intelligence and enthusiasm.
To establish, in conjunction with other Directors, and then to monitor, clear performance targets, both quantitative and qualitative, for the Central Operational Management Team, informed by those activities, which will significantly improve operational performance.
To ensure that the performance of the Central Operational Management Team is efficient, effective and delivered within budget.
To establish, in conjunction with other Directors, clear performance targets, both quantitative and qualitative, for the Central Operational Management Team, informed by targets, which will significantly improve operational performance. To monitor delivery of these targets and to take steps to address any inadequacy.
To target growth through extending current markets and developing new services and new markets.
To contribute to the development of company strategy through a thorough, current understanding of the local and national policy context, local competitive forces and local business opportunities, including new sources of sustainable funding.
To explore tele-health and assistive technology to identify new products development opportunities, to enhance service provision and increase the company’s market share opportunities.
Leadership
To provide professional leadership to all operational staff at all levels throughout the company.
To ensure in conjunction with the Head of HR, that all members of the Central Operations Management Team have credible and challenging Personal Development Plans and to oversee their delivery.
To raise the profile and reputation of the organisation by working closely with partners in the local health and social care economy.
To maintain an evidence based culture, which is person centred, commands the confidence of commissioners and customers, and promotes multi-disciplinary and cross organisational working.
To contribute to the company’s Talent Management processes, supporting staff with identified potential to realise and archive their full potential within the company.
Board level responsibilities and accountabilities
To develop KPIs for Operational Services and to provide comprehensive monthly reports to the Chief Executive and Board.
Shared responsibility with other Executive Directors for overseeing systems used throughout the organisation to ensure customer and staff safety is compliant with governance requirements and health and safety legislation in partnership with the Governance lead and team.
Additionally as set out in the ‘Main purpose of the role’ section above.
Personal responsibilities
The post holder must assume responsibility for his/her own professional and personal development (supported by the company where appropriate) to ensure that (s)he develops and maintains continuing competence to deliver to the organisation’s requirements, including the fair and supportive management of all staff in operational services.
A key component of development is being fully au fait with the regulatory and legal requirements impacting on operational services and ensuring that all staff within those services, including the Central Operations Management Team, are aware of and deliver their individual responsibilities.
Core behaviours –
All staff will commit to:
- Act with honesty and integrity at all times
- Demonstrate respect for others and value diversity
- Focus on the customer and internal and external customers at all times
- Make an active contribution to developing the service
- Learn from and share experience and knowledge
- Keep others informed of issues of importance and relevance
- Consciously review mistakes and successes to improve performance
- Act as ambassadors for their service and Cornwall Care
- Be aware of the impact of their own behaviour on others.
- Use discretion and be aware of issues requiring total customer confidentiality
In addition all managers and supervisors will:
- Value and recognise ideas and contribution of all team members
- Coach individuals and teams to perform to the best of their ability
- Delegate work to develop individuals in their roles and realise their potential
- Give ongoing feedback on performance and effectively manage poor performance
- Provide support and guidance to all team members
- Encourage their team to achieve work/personal life balance