North West (Multi-site – Burnley, Tameside, Rochdale)Reporting to: Managing Director / Registered Nurse Director Role Purpose The Head of Operations is responsible for the strategic and operational leadership of all branches across the organisation. The post holder ensures consistent operational performance, workforce stability, regulatory compliance, and commercially sustainable service delivery across the group. This is a senior leadership position with direct line management responsibility for all Registered Managers. The role exists to standardise governance, strengthen accountability, improve performance, and enable sustainable growth while protecting the organisation’s nurse‑led care model. The Head of Operations works in structured partnership with the Nurse Director (clinical governance) and Head of Finance (financial governance), ensuring clear separation of operational, clinical, and financial accountability. Operational Leadership & Performance

Provide direct line management and leadership to all Registered Managers. Establish clear KPIs across branches, including staffing, compliance, retention, and financial performance. Standardise operational systems, policies, and reporting frameworks. Ensure consistent rota governance, capacity planning, and workforce utilisation. Act as senior escalation point for operational risk or instability. Drive continuous improvement across all services.

Governance, Quality & Compliance

Ensure all branches maintain compliance with CQC regulations and Fundamental Standards. Strengthen Regulation 17 (Good Governance) systems across the group. Lead inspection preparation, audit programmes, and quality assurance frameworks. Oversee safeguarding processes, incident management, and complaints handling. Ensure learning from incidents is embedded into operational practice. Support improvement plans where services are rated Requires Improvement.

Workforce Stability & Management

Drive staffing stability and reduce reliance on reactive rota management. Oversee supervision, appraisal, and performance management compliance. Address underperformance at Registered Manager level where required. Promote accountability, professionalism, and retention strategies across branches. Support recruitment strategy in collaboration with branch leadership.

Commercial & Financial Oversight

Own operational performance against budget, margin, and contract KPIs. Monitor staffing ratios, cost control, and package sustainability. Work alongside the Head of Finance to forecast demand and manage growth responsibly. Ensure operational decisions balance quality, compliance, and commercial sustainability.

Commissioner & External Relationships

Maintain senior‑level relationships with ICBs, commissioners, and case managers. Support contract performance management and service development. Contribute to tenders, mobilisation of new packages, and strategic growth planning. Protect and enhance the organisation’s reputation within the local health economy.

Leadership Expectations

Visible, decisive leadership across multiple sites. Ability to hold senior managers accountable. Strong operational grip and data‑led decision‑making. Calm and structured response to crisis or escalation. Values‑led but commercially pragmatic approach. Confidence to challenge poor performance and drive improvement.

This role requires both strategic oversight and hands‑on operational discipline. Person Specification – Essential

Significant senior operational leadership experience within domiciliary, complex care or regulated health/social care. Proven experience managing multiple services or senior managers. Strong working knowledge of CQC regulations and governance frameworks. Demonstrable experience improving service performance. Commercial awareness and financial literacy.

Person Specification – Desirable

Registered Nurse (RN) background. Experience within nurse‑led or complex care environments. Experience working with ICBs, CHC‑funded packages, or fast‑track services. Tendering or business development exposure.

Accountability Structure The Head of Operations:

Reports to the Managing Director / Nurse Director. Has direct line management responsibility for all Registered Managers. Works in partnership with:

Nurse Director (clinical governance) Head of Finance (financial governance)

Operational authority sits with the Head of Operations. Clinical authority remains within the nurse governance framework. Strategic authority remains with the Director. #J-18808-Ljbffr