Job description and person specification

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1 Job description and person specification Senior Operations Manager Salary band MSP Job reference number SOML Area / department London area Region / division South region Work location London Area office, Wimbledon Reports to Operations Director, London Contract Fixed term 12 months Last updated September 2015 Scale and scope of role Direct reports 2 Indirect reports 1 Budgetary responsibility / accountability tbc Accountability for other resources tbc Reach and impact The London Area of the British Red Cross currently has c.100 FTE staff and 650 volunteers. We have a large property portfolio and vehicle pool, with dispersed teams working across the capital. In 2015 the London Area team will reach over 60,000 individuals with a range of services and information. Context The British Red Cross helps people in crisis, whoever and wherever they are. We are part of a global voluntary network, responding to conflicts, natural disasters and individual emergencies. We enable vulnerable people in the UK and abroad to prepare for and withstand emergencies in their own communities. And when the crisis is over, we help them to recover and move on with their lives. Within the UK, the British Red Cross operates through about 3,500 staff and over 30,000 volunteers. Geographically, the UK is organised into 20 operational Areas, each led by an Operations Director, within 3 regions, each led by a UK Director. We have an ambitious corporate strategy Refusing to ignore people in crisis which sets out our aspiration to be a major player in the delivery and development of an integrated short term crisis response capability across the UK. This role is pivotal to realising that ambition in London. The Senior Operations Manager has a key strategic role in improving the overall performance of all aspects of BRC s London Area operations. As a member of the Area Management Team, the post holder will have a cross cutting Area wide remit, working collaboratively with all Senior Service Managers (SSMs). The role is pivotal in ensuring that London Area performs to the highest level to achieve its ambitious targets for quality, impact and reach, with a particular focus on efficiency and effectiveness, and has capacity to explore and develop new opportunities. Job description and person specification 1

2 The post holder will be directly responsible to London s Operations Director (OD) for leading the internal planning and reporting processes, providing management information and budget analysis, advice and comparison. The post holder will also be directly responsible to the OD for ensuring that the wide range of national initiatives, policies, procedures and standards relating to service delivery are implemented consistently and effectively in London, with the aim of ensuring we are providing the best possible service to our beneficiaries across the capital. The post holder will have line management responsibility for 2 posts: Operations Project Coordinator, and UKPN Project Coordinator. There will be occasional responsibility for volunteers including interns. The post holder has delegated authority on behalf of the OD to mobilise area resources as required, and to matrix manage projects with SSMs. There is also a dotted line to the Business Development Manager within the Independent Living team, to maximise development opportunities in London. The post holder will lead the development of integrated service offers for funders and commissioners. The post holder will on occasion be required to deputise for the Operations Director. Overall purpose of the role The post holder will be responsible for supporting the Operations Director in ensuring the effective delivery of all aspects of BRC s national strategy in London including the analysis, monitoring and reporting on London s key performance indicators and the outcomes and impact of our services within London. S/he will work collaboratively with colleagues within the area and at national level to ensure services are effectively resourced and are at optimum capacity levels, and to maximise opportunities for business and service development. Main responsibilities and duties 1. Coordinate and deliver performance management within the London Area, with particular responsibility for seeking continual improvement across the Area: > Coordination of quarterly and monthly reports for approval by the OD > Analysis of returns and working with AMT on identifying and developing improvement > Maintain overview of service delivery in London, using management tools to keep the OD appropriately informed. 2. Ensure services and functions are appropriately and effectively resourced: > Maintain an overview of Area resourcing needs and support the Senior Service Managers in resource planning; > Work closely with the Senior People & Learning Manager to understand the key factors affecting the recruitment, motivation and retention of staff and volunteers, and ensure appropriate actions are implemented across all services; > Work closely with the Area Admin Support Manager to ensure suitable resources are available to support operations, including property, vehicles and procurement structures. Job description and person specification 2

3 3. Identification of development opportunities across the Area, working closely with the Business Development Manager, Senior Service Managers and regional/national colleagues: > Keep abreast of potential funding opportunities and work with the Area Management Team, Fundraising and the Contracts team at UKO to develop appropriate projects; > Build on existing services to develop integrated offers for commissioners and funders. 4. Project manage Area initiatives which involve two or more London services working together, and lead on Area wide operational initiatives including (but not limited to): > Risk management, business continuity, safeguarding, on-call plans; > Coordination of requests made by of the Area by UKO staff and other colleagues, including co-ordinating requests to support national initiatives, visits and projects; > Ensuring complaints and incidents are effectively investigated. 5. Improve the effectiveness of Area internal and external engagement: > Develop external stakeholder monitoring and engagement plan; > Review internal mechanisms including overview of intranet content and area newsletters. 6. Ensure services meet expectations around quality and impact: > Work with SSMs to implement effective evaluations and quality measures to demonstrate the value of our services; > Monitoring and analysis of compliance with legal registration and the BRC quality standard framework across all services and other activities within the Area. 7. Establish effective knowledge transfer processes to ensure learning from services, other Areas and national teams, plus comments, complaints and incidents, is shared and utilised. 8. Deputise for the OD as required, including in her absence and also acting as BRC s Gold Commander in London when BRC is providing first aid at large and supersize public events and during major emergency incidents. You will be responsible for the duties detailed in your job description and may also carry out such other duties as are reasonably required of you. Job description and person specification 3

4 Person specification Skills Requirements > Exemplary organisational skills ** > Business resource management skills ** > Excellent IT skills including MS Office packages ** > Excellent interpersonal and exemplary communication skills ** > The ability to co-ordinate and amalgamate the development and achievement of operating plans - responding to and prioritising a range of competing demands ** > Excellent influencing and negotiating skills > Ability to foster and embed a culture of sharing learning and best practice ** > Analytical and problem solving skills, including the ability to think strategically and laterally ** Knowledge (including education and training) > Sound knowledge of risk management and business continuity planning ** > Understanding of how to monitor, evaluate and improve service quality for the benefit of users ** > Outcomes focused with a working knowledge of impact analysis > A detailed working knowledge of the roles, functions and purpose of statutory and nonstatutory agencies in the community and the ability to identify partnership opportunities ** > General knowledge of current legislation relevant to the delivery of community services, emergency planning and resilience > A high level of understanding of the BRC strategy** > Educated to degree level or equivalent by experience ** > Professional management qualification. Job description and person specification 4

5 Experience > Substantial senior management experience to include evaluating, improving and sustaining performance, planning, and implementing and managing change ** > Experienced in analysing, monitoring and reporting on complex operational and financial statistics ** > Experience of working within a matrix management structure in a large organisation and in a complex environment ** > Experienced in management of budgets and operating plans ** > Significant experience in project/programme management ** > Experienced in managing evaluations and applying learning for service development purposes > Experience of working with developing and applying volunteering strategies to support service delivery > Experienced in leading people through change ** > Experienced in building alliances and maintaining effective relationships both internal and external, and able to build credibility with staff at all levels.** Competencies > The ability to lead, motivate, direct and support others to achieve the Red Cross vision, mission and strategy ** > Actively demonstrates collaborative leadership qualities ** > The ability to be innovative and think creatively to resolve issues whilst analysing risks of different courses of action > Demonstrable tolerance and diplomacy in dealing with differing needs and viewpoints > Ability to reconcile differences and achieve cooperation ** > Dynamic and pro-active, passionate about making a difference > Demonstrate flexibility and open mindedness ** > The ability to provide constructive feedback and Job description and person specification 5

6 support to others including advice on management / development issues > The ability to maintain high professional standards and work accurately, particularly when under pressure. Additional requirements > Uphold the Fundamental Principles and act with integrity, in accordance with the Society s obligations and values (compassionate, courageous, inclusive and dynamic) > Ensure anti-discriminatory practice and promote diversity > Able to work unsociable hours on occasion including evening and weekends ** > Able to respond to emergency situations e.g. to mobilise staff and volunteers as required by the Operations Director (this requires 24-hour on call availability at times) ** > Attendance at appropriate courses, conferences and exhibitions as discussed with the Operations Director > Able to work and travel extensively throughout the Area on a regular basis as appropriate, and more widely in the Region/UK if required to represent the Operations Director. ** NB All disabled candidates who meet the minimum criteria, denoted by **, will be short-listed for interview in line with our commitment under the two-tick symbol scheme. Job description and person specification 6