JOB DESCRIPTION. Senior Manager - Centre Operations. Date effective: February 2016

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1 JOB DESCRIPTION Position title: Senior Manager - Centre Operations Approved by: Michael Muldoon Date effective: February 2016 PURPOSE The purpose of this position is to ensure provides: Effective, efficient and coordinated operational management of all RAV service delivery sites in delivering high quality services and programs, and Achievement of, and compliance with, all operational KPIs, contractual obligations and reporting. OUR ORGANISATION RAV s objective is to relieve the suffering, distress and helplessness of vulnerable and disadvantaged people so as to enhance their physical, social and emotional wellbeing. A community-based not-for-profit organisation, we have no religious affiliations, and aim to help all members of the community, regardless of their religion, age, gender, sexual orientation, lifestyle choice, cultural background or economic circumstances. RAV has a number of centres located throughout Melbourne and regional Victoria to best offer a wide range of quality professional services within the community. POSITION SUMMARY The Senior Manager Operations (SMO) is responsible for the coordinated management of all RAV service centres. This position has responsibility for coaching, developing and supervising Centre Managers and providing an organisational response to centre operational issues and program areas. The position operates under the direction of, and supports, the General Manager Operations who has overall responsibility for RAV operations. The SMO will play a key role in ensuring RAV meets both its centre-based compliance obligations and key performance indicators required by funding bodies and the organisational quality management accreditation. The position provides guidance and oversight of the operational management capability of all Centres providing DSS, DHHS and other funded programs, to ensure the provision of high quality clinical services in line with RAV s strategic direction. Responsibilities include supporting Centre Managers to provide Family and Relationship Services and Family Law Services, ensuring compliance with contractual obligations, providing exemplary client service and continually developing their managerial skills. The role ensures the smooth running of a practice which meets the needs of a range of clients with diverse or complex needs. The role contributes to organisational planning, business growth, development of initiatives, projects and reporting and requires working collaboratively with other managers across the organisation. Page 1 of 5

2 KEY RESULT AREAS Area Leadership and team management Client and service delivery management Communication, collaboration and representation Tasks Develop a positive operational management culture, leading Centre Managers who proactively look for ways to incorporate:- o new business, o new income streams, o new programs and services, and, o RAV driven evidence based, methods of service delivery. Understand and contribute to the development, implementation and communication of RAV s strategic, business and operational objectives and plans for Centre Managers and staff at all centres. Develop, implement and communicate operational plans, policies, procedures and systems to ensure high quality, evaluated service outcomes for clients. Provide ongoing feedback, mentoring, advice and coaching to Centre Managers supporting skill development, continuous improvement and increase competencies through an effective performance management framework. Demonstrate well developed interpersonal, emotional intelligence skills with the ability to self-manage and engage all stakeholders in productive and constructive professional relationships. Ensure Centre Managers effectively undertake their people management and HR responsibilities in consultation with the Senior Manager HR including:- o o Adherence to the SEA/MEA for all employee provisions, Effective people and HR management including recruitment, induction, performance management, professional development, staff engagement and culture, o Compliance with employee/industrial relations legislation (Fair Work, SCHADS award, OHS, Workcover etc.) requirements. Ensure Centre Managers achieve budgeted financial targets and staff productivity targets. Provide leadership and support for the effective operation of client service programs, supporting Centre Managers to build the external profile of the organisation. Approve and support the implementation of new practice initiatives in line with current and future initiatives relating to ATSI, CALD and disadvantaged clients and communities. Ensure all RAV contractual obligations are met, issues or risks reviewed, assessed and reported including decisions to mitigate potential exposure to the General Manager Operations. In collaboration with the RAV Complaints Officer and in consultation with managers, oversee the management, monitoring, reporting and effective response and resolution of client complaints. Provide appropriate reports on complaint trends and effective resolutions to the General Manager Operations. Engage in constant dialogue regarding all elements of RAV back of house functions, such as HR, Finance, Audit and Compliance, and ICT with appropriate key stakeholders. Contribute to, and participate in, relevant RAV management meetings, forums, and subcommittees. Represent RAV on agreed Committees, Boards, networking, governance and working groups to engage proactive partnerships and ensure a positive awareness of RAV in the sector. Page 2 of 5

3 Business planning, budgeting and reporting Policies, procedures and systems Continuous improvement Other Develop relationships with key external stakeholders where required, to contribute to the strategic leadership of current and potential future RAV services and programs. Chair, facilitate or attend RAV management committees, networking and working groups as determined by the General Manager Operations. Prepare high level accurate and timely reports for the General Manager Operations and, when requested, the CEO and Board or its Committees. Under the direction of the General Manager Operations, in collaboration with the CFO, and in consultation with Centre Managers, support and contribute to the preparation of the operations budgets. Monitor and report on the performance of the operations budget on a monthly and quarterly basis, investigate discrepancies and report on proactive solutions to variances at each Centre. Adhere to, and comply with RAV organisational policies, processes and procedures, using appropriate systems where required. Model the organisation s values, play a role in raising the profile of these values and associated behaviours across the organisation including a positive contribution to workplace harmony and displaying cooperative team behaviour. Proactively communicate, identify, report, assess OHS related risks and hazards within the centre(s). Demonstrate commitment to the objectives of the team, centre and organisation and show considerable drive and effort in achieving work and organisational goals. Identify, develop and support and/or implement new initiatives, quality and continuous improvement activities as part of a continuous improvement process in own work, team, centre and organisational goals. Perform additional duties from time to time, as required by management. REPORTING Line manager: Manages: Key internal liaison: External liaison: Note: General Manager Operations Centre Managers All RAV Senior and Executive Managers Key stakeholders and networks Reporting arrangements may change from time to time depending on business requirements. OUR VISION Positive, safe and respectful relationships for couples, families, schools, workplaces and communities. OUR VALUES INCLUSIVITY RESPECT INTEGRITY TRANSPARENCY ACCOUNTABILITY EFFECTIVENESS Treating all people equally. Treating everyone with respect. Behaving with integrity in all our dealings. Being open and honest in our communications. Using our resources responsibly. Providing high quality, effective services and maintaining the highest professional standards. Page 3 of 5

4 ADAPTABILITY Proactively responding to change to meet the needs of the community. KEY PERFORMANCE INDICATORS (KPI S) Leadership and Management - All centres provide services within budget, on time, and professionally within a quality framework of measures including: o Policy and procedures o Occupational Health and Safety o Performance Management and Employee Development programs o Employee engagement and culturally aligned environment o Client and financial record keeping o Practice productivity o Quality frameworks o Supervision expectations and compliance requirements Ensure all staff and managers are compliant with the SEA/MEA provisions and that this is effectively implemented, communicated, met and measured on a consistent basis at all centres, Attendance, participation in, and as delegated, chairing RAV management meetings and working groups. Ensure that all financial and staff productivity targets are met across all service delivery sites and all RAV operations and where discrepancies in these targets, that these are managed proactively and communicated effectively with stakeholders to rectify this, Demonstrate effective and proactive upward communication(s), Creating a leadership culture whereby direct reports are willing to take on new programs, identify and implement new initiatives and seek opportunities proactively to continuously improve services, programs and performance. Operational Programs and Services Ensure that all RAV programs and services are offered are of high quality and client centred at all centres (where appropriate), Ensure all service delivery sites and their services align with RAV s strategic direction and meet contractual obligations. Ensure and coordinate an operations wide quality assurance process so that Centres offer, and manage responses to, a client satisfaction processes including timely and effective resolution of client complaints. Develop effective and consulted operational plans for all centres which are monitored and reviewed regularly. Ensure all programs and services meet audit and compliance contractual obligations. Ensure all significant compliance issues are identified and reported to senior management with recommendations for resolution. Successful operationalising and integration of new programs and services across RAV operations. Ensure all performance and productivity targets, designated by RAV are monitored and met. Effectively monitor, in consultation with Centre Managers, the work practices of employees, to ensure compliance with all financial and performance targets and related policies and procedures. Budget and Reporting - Ensure that the approved operational budget is adhered to and met. Provision of timely, appropriate and accurate reporting to senior management, Demonstrated leadership in the development of organisational strategy and the implementation of business plans. Page 4 of 5

5 KEY SELECTION CRITERIA (KSC) Mandatory KSC: Tertiary qualification in management or related field and several years recent experience in a senior or executive management role. Demonstrated business acumen and experience at a senior level in operational management with the ability to link Centre programs and activities with the sector, funding bodies and organisational strategic directions, achieving business outcomes consistent with contractual obligations. Ability to set, implement, manage and report on budgets successfully. Ability to contribute to business development initiatives, balancing organisational planning strategies with current operational requirements. Solid leadership skills and the demonstrated ability to engage others to understand and embrace organisational culture, directions, goals and client service ethos. Ability to encourage and support initiative and change that aligns with and achieves organisational goals including working collaboratively towards objectives. Ability to mentor and help others understand their role, conceptualise and embrace different approaches and enhance their managerial skills. Ability to identify opportunities for change and lead improvement initiatives. Literate, numerate, and with a high level of report writing and IT competency in a windows environment. Self-awareness and the ability to appreciate difference and to build sustainable and confident professional relationships with peers and others at all levels. Cultural awareness and having a considered appreciation of differences in culture, religion, and sexual orientation. A willingness to work respectfully and flexibly with such differences. Visibly ethical and able to engage and influence others as a credible leader, clearly sharing the RAV vision internally and externally, demonstrating collaborative working relationships with all RAV managers Satisfactory completion of a National Police Check, International Police Check (if applicable) and Working with Children check (if required). Highly Desirable KSC: Ability to work independently, within a team environment. A sound understanding of Family Law, counselling and mediation. A sound knowledge of the not for profit sector, DSS and DHHS government departments. Page 5 of 5