Senior Operations Manager - Complex Care

Komplex Group

6d•Onsite

About The Position

The Senior Operations Manager will provide strategic operational leadership across services supporting children and adults with lifelong medical conditions and complex care needs. You will be accountable for ensuring the safe, effective and high-quality delivery of bespoke care within individuals' own homes, while maintaining the highest standards of clinical governance, regulatory compliance and person-centred support. This is a pivotal leadership role, ensuring our clinical model translates into effective operational practice. You will drive excellence in service delivery, oversee business performance, support commissioning requirements and ensure services are equipped to meet both current and future demand. You will lead, support and develop a dedicated team of nurses and care professionals, providing operational oversight and guidance to Operations Managers. Working closely with the Director of Clinical Skills and the wider Senior Leadership Team, including Nurse Managers and Clinical Leads, you will play a key role in shaping service delivery, improving quality and achieving organisational objectives. As a Senior Operations Manager at Komplex, you will live and breathe our 4 K’s values: Kindness – leading with compassion, empathy and respect. Kinetic – demonstrating initiative, energy and a commitment to continuous improvement. Key – unlocking the potential of our teams and ensuring individuals receive the highest standard of care. Kinship – building meaningful relationships, fostering collaboration and leading with integrity.

Requirements

Proven senior management experience within health and social care, with direct healthcare experience advantageous.
Strong leadership capabilities, with the ability to manage, motivate and develop teams effectively.
Experience managing regulated services, including a sound understanding of CQC regulations and compliance frameworks.
A strong understanding of clinical governance, safeguarding procedures and the Mental Capacity Act 2005.
Experience in patient care and service delivery, including effective budget management and financial oversight.
A good understanding of commissioned and privately funded care services.
Excellent communication and interpersonal skills, with the ability to build strong relationships with service users, families, colleagues and external healthcare professionals.
The ability to work collaboratively within a multidisciplinary team while demonstrating initiative and sound independent judgement.
Strong organisational and problem-solving skills, with the ability to prioritise competing demands and remain calm under pressure.
A commitment to delivering safe, person-centred care and driving continuous improvement across services.
Legal Right to Work Employees must have a legal right to work in the UK.
Disclosure and Barring Service (DBS) This post is subject to a basic Disclosure and Barring Service (DBS) check and satisfactory vetting in line with the company's Recruitment and Vetting Checks Policy.
Confidentiality & Data Protection The post-holder must maintain the confidentiality of information relating to service users, employees and other healthcare organisations, complying with the Data Protection Act 2018, the General Data Protection Regulation (GDPR) and all relevant company Information and Data Protection policies at all times.

Nice To Haves

A relevant management qualification in health and social care, such as ILM or QCF/NVQ Level 5.
Experience using care management systems.
Experience in developing and expanding services, including involvement in tender submissions and bidding processes.
A full UK driving licence and access to a vehicle.

Responsibilities

Provide clear, accountable leadership, ensuring all standards of care and support meet or exceed expectations and align with organisational goals.
Work collaboratively with the Director of Clinical Skills to ensure operational practices are underpinned by clinical best practice.
Oversee service safety, quality and compliance with Care Quality Commission (CQC) regulations, maintaining our existing 'Good' rating and striving for 'Outstanding'.
Support the implementation of key operational objectives, promoting effective governance and continuous service improvement.
Ensure services operate in accordance with relevant legislation, including the Mental Capacity Act 2005 and CQC Fundamental Standards.
Implement robust preventative measures to minimise risks to service users, employees and the wider business.
Oversee audits and quality assurance processes, ensuring documentation meets required standards and that any identified shortfalls are addressed promptly.
Ensure service users receive their full commissioned hours of care, with effective contingency plans in place to manage staffing shortages and service delivery gaps.
Promote cohesive, transparent leadership across nursing and care teams, encouraging collaboration and accountability.
Provide oversight of the end-to-end client journey, from initial assessment and care planning through to service delivery and ongoing review.
Build and maintain effective relationships with key stakeholders, including NHS healthcare teams, Integrated Care Boards (ICBs), Social Services, Case Managers and other healthcare professionals.
Represent Komplex Care at professional meetings, including multidisciplinary team (MDT) meetings, case conferences and safeguarding discussions.
Prepare and present KPI reports at board level, ensuring clear visibility of operational performance and progress against objectives.
Uphold the highest standards of safeguarding, following organisational policies, procedures and reporting protocols.
Maintain professional integrity, ensuring appropriate boundaries are observed at all times.
The above list is not exhaustive, and the post-holder may be required to undertake additional duties as reasonably determined by their line manager and in accordance with the scope of their role.