Head of Operations

Job Description

JOB TITLE     Head of Operations

Reports To:                            Chief Executive Officer

Budget Responsibilities:        Grant funding and department budget

 

Purpose of the job

The Head of operations is a key member of the charity’s leadership team with responsibility for developing and implementing our member service strategy.

To develop, lead and manage all member services, which are customer focussed and meet all funding and contractual requirements.

Description of the job activities

Key responsibilities

1.    To lead and manage the operational team and carry out all supervisory activities.

2.    To be an active member of the senior management team and report on operational functions within the charity.

3.    To have responsibility for the oversight and management of operational key performance targets.

4.    To actively represent Berkshire Vision and manage stakeholder engagement.

5.    Planning, budgeting and developing the operational services.

6.    Promoting effective collaborative team working and a culture of professionalism, learning and development.

 

Activities / Tasks

·         To lead on the design and delivery of the member services, enabling Berkshire Vision to successfully engage staff and members in the delivery of its strategy.

·         To give leadership and strategic direction to the charities operational services, supporting the development and integration of a quality member engagement model.

·         To promote and enable a positive culture of engagement, that values the work of our employees.

·         To ensure that the operational workforce is properly structured to deliver continuous improvement and meet the needs of members, ensuring that an appropriate range of learning and development opportunities are available.

·         To promote diversity and inclusion through a range of operational services and experiences with and for people  who are visually impaired.

·         To be Berkshire Vision’s central reference point on member services, acting as spokesperson on member issues internally and representing the charity externally on sight loss matters.

·         To ensure that appropriate systems are in place for gathering management information on member engagement throughout the organisation.

·         To develop and manage the operations budgets ensuring that the budgets are used to maximum effect; ensuring any overspends are authorised and remedial action put in place.

·         To provide leadership for the operational team, providing leadership and development to deliver high quality and professional services and support across the charity.

·         To continue to develop and revise operational policies and procedures in line with legal compliance, sector best practise.

·         Ensure staff recruitment, checks, induction development and opportunities are effectively managed and implemented.

·         Other duties as commensurate with the post.

Senior Management Team

 

·         As a member of the Senior Management Team, the post-holder will contribute towards team working and take on leadership of a range of projects reporting to the Senior Management Team.  

·         Collectively be accountable for the leadership, risk and performance management of the charity.

·         Inspire, motivate and enthuse staff within the team and more widely across the charity, promoting a culture of learning, professionalism, collaboration and innovation, celebrating our successes and encouraging ambition and achievement.   

·         Implement the organisational strategy, play an active role in the organisational strategic planning process and be responsible for completion of operating plans and budgets in conjunction with the Senior Management Team.

·         Create, review and ensure accountability and the consistent implementation of agreed policies and procedures.  

·         Act as a professional role model for staff and other stakeholders.   

·         Attend and participate in Trustee meetings, providing updates and feedback on fundraising and marketing activity.

·         Represent the charity at external events, sharing inspirational and motivational stories from those who have used our services or been affected by sight loss to encourage support and donations. 

·         Be a brand ambassador for Berkshire Vision and be able to ‘sell’ and support our 5 year strategy “A journey for all generations” to external audiences.

 

Other

 

·         Be responsible for own continuing development, keeping up-to-date with best practice, policies and procedures.

·         Promote the implementation of policies, with special focus on equal opportunities, child protection and safeguarding adults at risk, health and safety and environment.

·         Deal with all issues in a professional manner keeping confidences where appropriate and always being mindful of data protection implications. 

·         Be an effective representative for the organisation and act at all times in a professional manner conducive to promoting a positive image of the charity.

·         Development, review and implementation of risk assessments.

·         Contribute to the review of the charities strategy and operational plans.

Job Characteristics

People

·         Provide strategic leadership and inspiring management to the operations team.

·         Create a developmental and learning environment whereby team members and volunteers are motivated and supported in their work.

·         Manage staff and volunteer performance against the delivery of these objectives on a regular basis, conduct regular one to one support meetings with direct line reports and provide regular feedback and support throughout the year and as part of the appraisal process. 

·         Ensure communications within and between the teams are effective and working relationships are supportive and productive.

 

Internal and external relationships

·         The results of external relationships have an impact on the reputation and performance of the organisation.

·         Regular liaison with governing and funding bodies, supporters and third parties. 

·         Failure to represent the organisation appropriately could lead to lack of funding and emotional disturbance for members and their families.

·         Collaborates with others in the department/organisation on a daily basis.

·         Lack of information-sharing would hinder the completion of tasks.

Working Environment

·         Work under office conditions with frequent and extensive use of a display screen. 

·         Regularly attend external events.

·         Occasionally work evenings and weekends.

·         Within the role there are factors such as working with members and the public

Autonomy

·         Plan and arrange a moderate amount of own work to meet set objectives.

 

Direction

·         Work is largely self-checking.

·         Work is largely proactive.