Description:
Operational Management:
- Analyze operational performance, identify gaps, and implement improvements.
- Allocate resources to ensure customer satisfaction and achievement of client outcomes.
- Provide monthly reports on the Respite business to identify and mitigate risks.
- Collaborate with internal stakeholders to enhance operational viability and service delivery.
Service Delivery:
- Evaluate existing service delivery practices, identify gaps and opportunities for improvement.
- Provide leadership and guidance to the Accommodation and Respite (A&R) leadership team.
- Provide input to the service design process to develop sustainable solutions.
- Manage complex escalated client complaints and retain clients.
Stakeholder Engagement:
- Develop and maintain relationships with internal stakeholders.
- Participate in organizational projects and provide input to align with operational priorities.
- Build relationships with external regulatory bodies and networks.
- Manage relationships with third-party suppliers.
People Management:
- Lead the attraction, recruitment, development, and retention of a high-performing workforce.
- Implement initiatives to support effective engagement and change management.
- Provide supervision, mentoring, and support to managers.
- Collaborate with Training Alliance to identify learning and development gaps.
Quality and Risk:
- Maintain knowledge of best practices and regulatory requirements.
- Manage client well-being, conduct audits, and identify areas for improvement.
- Implement risk mitigation and safety solutions.
- Analyze incidents, identify patterns, and develop preventive changes to policies and procedures.
Financial Management and Business Development:
- Manage income and expenditure for the Respite business.
- Analyze business metrics and financial performance, identify improvement opportunities.
- Provide guidance to support financial viability and sustainability.
- Drive Respite utilization, develop referral pathways, and collaborate on marketing strategies.