HOME GROUP JOB DESCRIPTION. 1 JOB DETAILS Job Title: Operations Manager Date: February Reports to: Head of Service Delivery

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1 HOME GROUP JOB DESCRIPTION 1 JOB DETAILS Job Title: Operations Manager Date: February 2017 Reports to: Head of Service Delivery Ref: HOMEJD489 2 JOB PURPOSE As a Manager within Home Group you are responsible for process, people and culture. You will play a key role in creating and sustaining a positive culture by personally role modelling the Home Group values and creating ways of working that enables others to do the same. You will specifically: Manage performance within your area across supported, rented & leasehold, aligning resources to workflow to achieve targets, contractual compliance and deliver excellent customer service in line with Home Group s values Lead operational efficiency and continuous improvement across the three strands of service delivery within your area, including account management of relevant external third party stakeholders to contribute to the core objectives of our strategy and business plan 3 DIMENSIONS Manage a team of colleagues across supported, rented & leasehold with direct line management of Housing Managers and Supported Managers Effectively plan, manage and monitor budgets of up to 5m Plan and deploy area resources, (utilising workforce scheduling tools when available), to ensure high quality, timely delivery of support and services, maximum efficiency and achieve financial targets through budgeting and monitoring of Profit & Loss data Accountable for identification and resolution of complex Profit & Loss related issues within your area Management of colleagues, services and property within your portfolio and region 1

2 4 ORGANISATION CHART 5 KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED Can demonstrate significant and relevant experience in managing service delivery in the customer service, supported, housing, health, maintenance or related sectors Knowledge of statutory and regulatory requirements within your specialist area (supported, rented and leasehold) Demonstrable experience of setting and achieving challenging KPI s and managing resources effectively to deliver value for money, high quality outcomes and continuous improvement Team player, intuitively collaborative and with track record of developing brilliant people and teams and demonstrable modelling of Leadership Valued Behaviours Working knowledge (and some experience where possible) of emerging challenges and opportunities within the market and new commissioning agendas Extensive management experience, including the motivation, coaching and development of individuals and teams in a relevant related field. Recognised coaching qualification (ILM) or equivalent, or ability to work towards Maintain up to date knowledge of relevant legislative, regulatory and compliance requirements across the three strands of service delivery (supported, rented and leasehold) Proven management experience with a track record of building effective and valued relationships across a range of demanding internal and external stakeholders Ability to integrate and improve on the delivery of services to customers by working collaboratively and authentically across Home Group s three strands of service delivery

3 A thorough understanding of performance management and pragmatic approach to the management of individual and team performance to achieve excellence in service delivery Ability to interpret, analyse and manipulate large amounts of complex data Excellent verbal and written communication, negotiation, influencing and conflict management skills A driving licence and access to a vehicle is preferable, as is the flexibility to attend meetings and incidents out of hours and undertake national and regional travel Participate in on-call system 6 KEY RESULT AREAS Deliver high quality, efficient and commercial services (driving our commitment to person centred support) in supported, rented and leasehold in accordance with agreed standards and policies. Achievement of key performance targets Operate as a Subject Matter Expert for colleagues within the region or nationally across all service delivery strands. To robustly manage team performance, setting effective objectives, assessing competency areas and supporting individual and team development through the Performance Management process Work collaboratively with maintenance colleagues to ensure efficient delivery of works including compliance and access within your property portfolio Align resources to customer needs and workflows, monitoring and managing team outcomes to ensure effective performance and meeting of regulatory and compliance requirements Effectively build, develop and manage a strong and committed team that consistently meets targets in a way that is aligned to Home Group s values Effectively build and account manage strong relationships with existing external facing stakeholders including but not exclusively MPs, Councillors, Local Authorities and Commissioners Support Development colleagues in relation to asset management, sustainability, regeneration and investment in new schemes Identify opportunities for and risks to business growth across the three strands of service delivery within your area, working collaboratively with New Models of Care Manage and monitor budgets to effect service improvement through efficiency gains Robustly assess and manage key risks, Proactively manage health and safety risks across all areas to ensure compliance with statutory and regulatory requirements In collaboration with Learning & Development colleagues, plan and implement training and development programmes in line with the Group s policy and procedures to meet identified needs and satisfy the organisation s requirements for effective colleagues promoting and using apprentices where possible and appropriate

4 Lead coordination of incident management and resolution 7 COMMUNICATIONS & WORKING RELATIONSHIPS Internal: Director of Service Delivery Heads of Service Delivery Business Development Team Customer Service Centre Heads of Maintenance and other maintenance colleagues Heads of Development Head of Resource Planning and Management New Models of Care; Business Development Partners and Partnership Managers Support Functions External: Customers Commissioners and Regulatory Bodies Agencies and other providers (housing, health and social care professionals, benefits, welfare and advocacy agencies and landlords Central & Local Government Other Housing Associations and RSLs Contractors and consultants 8 SCOPE FOR IMPACT Provides leadership and direction to Housing Managers and Supported Managers to work collaboratively and deliver the day to day business across supported, rented and leasehold Manages effective and productive relationships across existing internal and external stakeholders, identifying risks and opportunities to Home Group s business strategy and growth agenda Delivers broad portfolios of work for the Group spanning supported, rented and leasehold required, ensuring value for money and high quality outcomes and innovation is achieved Develop and maintain a high performance, positive and motivated colleague culture across integrated service delivery through embracing new ways of working, team and individual coaching and collaborative working, to deliver consistently high quality, customer centred services across the three strands of service delivery Responsible to the Head of Service Delivery for the management and direction of a portfolio of high quality services across supported, rented and leasehold, ensuring the delivery of these meet agreed objectives and targets and achieve compliance to relevant legislative and regulatory frameworks

5 9 CORPORATE RESPONSIBILITIES To take full responsibility for the health, safety and welfare of yourself and ensure that through your acts and/or omissions you do not affect your colleagues Actively follow the Group s Health and Safety Policy, Procedures and Safe Systems of Work. This includes following instructions and actively participating in training or development to ensure compliance and best practice in this area To understand and follow all relevant policies and procedures that impact on learning activities To participate in all reasonable training, learning and development activity designed to support you in performing your role and supporting the development of your team To promote equality, diversity and inclusion as an integral aspect of working at Home Group and lead by example in both actions and behaviours To contribute to project groups or in other ways collaborate across the organisation to achieve our core objectives To undertake any further duties as requested by your Line Manager commensurate with the level of your post 10 JOB DESCRIPTION AGREEMENT Job Holders Signature: Date: Managers Signature: Date: