Operations Manager – Complex Care
Location: Derbyshire
About the Role
OneCall24 Healthcare is seeking an experienced and driven Operations Manager within a Complex Care environment to lead the delivery of safe, high quality, person centred care across designated territories. This role is pivotal in driving operational excellence, regulatory compliance standards, and financial performance, while leading and developing a team of Community Care Leads. You will play a key role in ensuring service quality, client satisfaction, and sustainable business growth. The successful candidate will need to be able and willing to travel extensively across England, holds a valid driving licence and has access to a car, and be comfortable staying away from home for extended periods.
Key Responsibilities
Lead and oversee the day-to-day operations of complex care services.
Deliver against key operational KPIs including:
Time to Mobilise.
Gross Profit.
Staff and client retention.
Quality Assurance and CQC ratings.
Provide strong leadership, coaching, and performance management to Community Care Leads.
Drive financial performance, cost control, and budget management.
Ensure compliance with CQC regulations and internal quality standards.
Lead risk management, maintaining risk registers and implementing mitigation plans.
Oversee efficient mobilisation and on-boarding of new care packages.
Build and maintain strong relationships with clients, funders, and stakeholders.
Collaborate with clinical, HR, finance, and operational teams to ensure aligned delivery.
Implement continuous improvement initiatives to enhance service quality and operational efficiency.
Produce and analyse performance reports to support strategic decision-making.
About You
We are looking for a commercially aware, people-focused leader with:
Proven experience in a complex care or home-care management role.
Strong operational leadership and team development experience.
A track record of delivering against KPIs, financial targets, and service performance metrics.
Solid understanding of CQC regulations and compliance frameworks.
Experience in mobilisation of new packages and service growth.
Strong stakeholder engagement and relationship-building skills.
Ability to identify, manage, and mitigate operational risks.
Excellent communication, analytical, and problem-solving skills.
A proactive, resilient, and results-driven leadership style.
Willingness to travel across regions as required.
Why Join OneCall24 Healthcare?
Be part of a growing, forward-thinking organisation.
Opportunity to lead, influence, and shape service delivery.
Work within a collaborative, values-driven environment focused on clinical excellence and continuous improvement.
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