Director of Care / Service Delivery Manager

The ideal candidate must have a proven track record of operations management together with strong analytical and negotiation skills. You must also possess drive, energy and determination and be a highly motivated self-starter. Excellent people management experience with the ability to lead and motivate remote teams as well as the ability to handle multiple demands is a key requirement.   You must have the capability of establishing and managing departmental structures and procedures. Knowledge of the Healthcare industry would be advantage, but not a necessity. You must also have the ability to work independently under the general direction of the senior management team. 

Key Responsibilities and Accountabilities: 

Service Delivery:

• Delivering an exceptional client experience across all the activity that HCIL engages in to ensure the delivery of a high level of service to clients
• Providing leadership to the Client Service team, driving growth/sustainability and nurturing expertise
• Supporting community managers in the development of their areas
• Ensure all employees work to a high standard of excellence and quality at all times. 
• To be responsible for a complete set of accurate KPI’s to be produced and presented weekly 

Quality & Standards:

• Maintain quality standards in relation to care delivery (in-house and regulatory)
• Implement and maintain the company’s culture and values into its policies, procedures and control systems for each department in conjunction with the already current policies and procedures
• Work closely with the HR/Training Manager to maintain and strengthen the company’s commitment to having a well-trained, efficient workforce
• Working with other senior leaders within HCIL to ensure a cohesive offering across the business
• Conducting ongoing risk assessment to ensure that risk exposure is minimised

 Business Sustainability:

• Contingency planning, to ensure ongoing service delivery as and when exceptional circumstances arise
• Implement the strategic direction, goals, objectives and key measurement systems to ensure that the company goals and objectives are met
• Building strong relationships, and influencing stakeholders at the highest level and providing an effective escalation point for all stakeholders
• Actively engaging with the business community to advance the company’s reputation and maintain strong relationships with partners
• Identifying and developing new opportunities across current client-base, to drive and meet sustainability targets

This job description indicates only the main duties and responsibilities of the post.  It is not intended as an exhaustive list.  Homecare reserves the right to amend this job description from time to time, according to business needs.  Any changes will be confirmed in writing.