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JOB TITLE: Central Operations Lead (1 x Acorn; 1 x Options)
LOCATION: Bolton (Hybrid)
RESPONSIBLE TO: Head of Central Operations
SALARY: up to £29,000
CONTRACT: Fixed Term Contract (12 months)
HOURS: 9:00am to 5:00pm, Monday - Friday
JOB PURPOSE:
The role of the Central Operations Team is to act as the funnel between central services and operational sites across the Acorn and Options divisions. Working with your allocated division you will have four main areas of focus:
Business Support
Managing the flow of information and requests between central services and operations sites, through management of:
- School/site liaison: Attend Teams meeting with all site leaders on a quarterly basis to discuss ongoing development plan and understand barriers to growth/development. Working with Head of Central Operations to identify trends and central depts. to resolve.
- Visiting sites monthly (as agreed with the Head of Central Operations) to develop relationships and widen understanding of site/issues/barriers.
- Operational Planner: ensuring central services information/data requests are channelled through the planner in a coordinated and well managed way to ensure efficiency and timeliness of requests.
- Weekly Bulletin: ensuring central service ops actions/data requests and information sharing is channelled through the weekly ops bulletin, copy editing as required and publishing the bulletin each week (Monday). Managing bulletin deadlines and pushing back where required.
- Central Directory: working with the other Central Operations Lead, ensure the central directory is kept up to date, updating and publishing monthly.
Operational Compliance
Managing the distribution and/or return of operational compliance information to ensure sites are compliant with key areas of day-to-day activity, and performance reporting, including:
- Agency Tracker: ensuring that ops sites receive reminders to submit their monthly tracker return and chasing-up submissions when required, and identifying sites that may need further support/training on the process.
- Reporting performance on the above to the Head of Central Operations through monthly compliance dashboards, including assisting in the scope and design of the dashboards.
Operational Support Projects
Assisting operational sites with specific support projects, including systems and processes, as directed by the Head of Central Operations. Coordinating with the central services/systems owners to ensure operational sites receive assistance and support to improve performance. This may involve site visits. Reporting progress/outcomes to the Head of Central Operations.
Central Operations Team Support
Assisting the wider central operations team with support, and other ad-hoc/specific tasks, as directed by the Head of Central Operations.
Key Accountabilities
- To achieve the above, you will be required to develop and manage relationships with key site and central service leaders and managers to ensure timely receipt, understanding, and update of information/requests.
- Ensure that you work proactively with central service leaders/managers and ops sites leaders/managers.
- Required to develop relationships with key operational site leaders to ensure receipt of inbound information/data as required and respond to queries or issues in a timely manner.
- Ensure clear communication around expectations and deliverables is delivered to both central functions and operational site leaders/managers and staff.
- Identify and report back trends, issues, and potential areas of improvement across all areas of responsibility to the Head of Central Operations.
- Contribute to the team strategy and ongoing performance by attending regular team meetings, and 1-1 development meetings.
- The role includes flexible working across the week – specified as two days in the office; maximum two days working from home (WFH); and one 4 Day Working Week (4DWW) wellbeing day. (NB: 4DWW day subject to eligibility and WFH days subject change by Head of Central Operations where required i.e. to meet individual/team workload objectives and KPIs).
Requirements
- Deliver excellent customer service –ensure all tasks are dealt with in line with agreed central service/operational/team KPIs/SLAs.
- Strong written communication skills – excellent attention to detail.
- Ownership and initiative –take full ownership of your allocated division and use initiative to find effective solutions where required.
- Performance reporting – ensure all reporting on performance is delivered to your line manager per deadlines/KPIs.
- Continuous improvement – feedback regularly (team meetings/1-1s) on the effectiveness / issues of service delivery and potential areas of improvement.
- Strong time management / organisational skills – have ability to be flexible and prioritise tasks to meet deadlines.
- Knowledge of key systems: Microsoft Office, Reach, Cascade, Focal Point etc
Standard responsibilities
There are several standard duties and responsibilities that all employees, irrespective of their role and level of seniority within OFG, are expected to be familiar with and adhere to:
- Participate in our induction programme.Undertake regu