Business Support ManagerRemote £45,000 - £55,000 plus £3,000 car allowance Permanent At Acuity Care Group we are proud to provide homecare services for people with significant Complex Care needs. The people we support can have needs across a wide range of conditions whether Physical, Neurological, Brain or Spinal Injury or Learning Disabilities and Autism, and we seek to enable every single individual to live their most fulfilling lives by providing excellent care every day.The primary purpose of the Business Support Manager is to provide essential support to the Operations team and to manage and lead a defined programme of change designed to have a transformational impact on our operating model. Working across all business units and brands in a national capacity this role has a direct impact on operational success by providing the right support at the right time to ensure improved retention of clients, effective mobilisation of new packages of care and ensuring that person-centred care is never compromised by ensuring all regulatory compliance standards are adhered to. This can be achieved through close collaboration with operations to understand key issues and developing action plans and resources to meet those challenges. It will also require an excellent ability to provide effective Management Information and reporting to drive improved decision making and control.For the Change Programme, critical to develop and transform the organisation, this role will provide programme leadership. By putting in place the right governance, aligning resources and priorities and creating a cadence for successful change delivery, this role plays a pivotal role in ensuring the organisation has the right capacity and capability to deliver on it projects in time and on budget.This function requires a proactive, process and system driven individual who is comfortable in a fast-paced environment. It requires effective working across all functions of the organisation and so communication and collaboration skills are paramount for success. Excellent organisation skills will be critical to ensuring milestones and deadlines are achieved, and as a team-player your skill in capturing hearts and minds will ensure key stakeholders are consistently aligned and motivated.This role will likely take on management responsibility over time, in line with the transformation of the organisation. Primary responsibilities: Ensuring enabling functions within the business are optimally aligned to provide the best possible support to the heart of our operations. This requires working across a matrix organisation to ensure that Finance, HR, IT, Training, Service Development and Recruitment are all supplying their service as part of a consistent and efficient Operating Model. Whilst it does not mean direct Operational control of each of these functions, it will require clear activity to align Support offerings to Operational Need.Where quality improvement is required or service enhancement opportunities exist, this role will help in creating the appropriate project governance to ensure timely, safe and accurate delivery of these improvements.Any Cross-functional processes will be supported by this role which helps to bring together activities and service delivery in a structured and coordinated way. This role leads on change management and communications of any changes.Providing consistent and meaningful Management Information to Operations to allow for effective and efficient decision making as well as identifying issues and challenges requiring attention. Work alongside other teams to assist in data, trend analysis and bespoke requirements.Understand and be involved in the development and management of processes and corresponding documentationDefine and streamline the Mobilisation processes to ensure that Business Development and Operations work in tandem with other supporting functions for successful and timely delivery of new care packages.This role is about establishing the effective systems and frameworks needed to deliver a smooth process. It is about coordinating and generating the right cadence and governance. The actual delivery continues to be through the activities performed by the various functions in BD, Recruitment, Finance, Clinical, Training and Operations.Be the face of Change Management and Transformation across the business as key point of contact.Create a robust and deliverable Change Programme with the necessary governance and delivery structures.Review Project Plans to ensure deliverability and resourcing requirements are fully met, achievable and achieved.Manage core project management lifecycle throughout implementation – including (Milestone Management, Highlight report, RAID, and Change Requests). Ensure resourcing and ownership or projects is clearly understood and assigned.Effective prioritisation of change projects to ensure timely delivery against deadlines and budgets.Robust Risk management to ensure that the desired benefits are achieved.Regular reporting on key Programme outcomes.Lead on Change Management and Communications as part of strategic transformation of the organisation.Effective handing over of delivered projects into BAU (Business as Usual) Operations.Attend internal meetings/calls as required, either on a regular basis or on an ad hoc basis to provide programme and business support updates.Conduct investigations, disciplinaries and grievance meetings, as required from time to time.Contributing ideas and suggestions to drive improvements across the business.Participate in or lead on allocated internal projects.Be involved in training and coaching of new and existing system users and team members, where appropriate.Build and maintain effective working relationships with all members of the management team across Operations and Support services alike.Build long-lasting relationships with local and regional stakeholders at all levels. Work with internal departments and functions to establish their requirementsPerson specification: Confident and natural communicator with an inspiring quality.Ability to positively influence stakeholders to ensure successful delivery of a project outcomes. Excellent listening and interpersonal skills.Ability to effectively prioritise and execute tasks in a high-pressure environment.Logical and efficient with a keen eye for detail.An excellent understanding of customer service principles and practice.Proven track record of coaching and supporting a diverse team across a wide geography.Experience working in a team-oriented, collaborative environment.Excellent IT skills, particularly in Excel and other Microsoft Office applications as well as experience with data analytics and creating MI.Ability to produce high quality process/training documentation.Very strong organisational and time management skills, able to demonstrate the ability to work to deadlines while working in a high-pressure environment.Be able to work on your own without the need for constant supervision. As such you will have full accountability for the success of your own work and need to be self-motivated and driven to succeed while working geographically disparate team. Job CharacteristicsExperience of working in the Homecare or Social Care sector.Experience of managing people and projects.Good project and programme management skills and/or substantial exposure to project-based work structures.Able to influence across the organisation, effectively leading change, initiating ideas and championing and gaining commitment.Ability to understand the culture, business processes, technology requirements and challenges.Ability to grasp complex issues and look beyond the obvious and plan accordingly.Excellent communication skills, both written and oral.Strong personal and professional drive.Strong planning and organising skills, including the ability to manage several work streams simultaneously.Experience of producing operational user guides, business processes and/ or SOPs. Qualifications and AccreditationsDegree or A-Levels in related subject6 GCSEs (or equivalent) Grade A-CPRINCE2 or other Project Management qualificationFull UK Driving LicenseBusiness Support Manager - Job description June 2024 v.1.docx
