Senior Operations Manager - Complex Care

Senior Operations Manager

Location: North
Job Type: Full time, Permanent
Reports To: Director of Clinical Skills
Responsible For: Operational Oversight
Salary: £40,000 per annum

Purpose of the Role

The Senior Operations Manager will provide strategic operational leadership across services supporting children and adults with lifelong medical conditions and complex care needs. You will be accountable for ensuring the safe, effective and high-quality delivery of bespoke care within individuals' own homes, while maintaining the highest standards of clinical governance, regulatory compliance and person-centred support.

This is a pivotal leadership role, ensuring our clinical model translates into effective operational practice. You will drive excellence in service delivery, oversee business performance, support commissioning requirements and ensure services are equipped to meet both current and future demand.

You will lead, support and develop a dedicated team of nurses and care professionals, providing operational oversight and guidance to Operations Managers. Working closely with the Director of Clinical Skills and the wider Senior Leadership Team, including Nurse Managers and Clinical Leads, you will play a key role in shaping service delivery, improving quality and achieving organisational objectives.

As a Senior Operations Manager at Komplex, you will live and breathe our 4 K’s values:

• Kindness – leading with compassion, empathy and respect.
• Kinetic – demonstrating initiative, energy and a commitment to continuous improvement.
• Key – unlocking the potential of our teams and ensuring individuals receive the highest standard of care.
• Kinship – building meaningful relationships, fostering collaboration and leading with integrity.

Key Responsibilities

• Provide clear, accountable leadership, ensuring all standards of care and support meet or exceed expectations and align with organisational goals.
• Work collaboratively with the Director of Clinical Skills to ensure operational practices are underpinned by clinical best practice.
• Oversee service safety, quality and compliance with Care Quality Commission (CQC) regulations, maintaining our existing 'Good' rating and striving for 'Outstanding'.
• Support the implementation of key operational objectives, promoting effective governance and continuous service improvement.
• Ensure services operate in accordance with relevant legislation, including the Mental Capacity Act 2005 and CQC Fundamental Standards.
• Implement robust preventative measures to minimise risks to service users, employees and the wider business.
• Oversee audits and quality assurance processes, ensuring documentation meets required standards and that any identified shortfalls are addressed promptly.
• Ensure service users receive their full commissioned hours of care, with effective contingency plans in place to manage staffing shortages and service delivery gaps.
• Promote cohesive, transparent leadership across nursing and care teams, encouraging collaboration and accountability.
• Provide oversight of the end-to-end client journey, from initial assessment and care planning through to service delivery and ongoing review.
• Build and maintain effective relationships with key stakeholders, including NHS healthcare teams, Integrated Care Boards (ICBs), Social Services, Case Managers and other healthcare professionals.
• Represent Komplex Care at professional meetings, including multidisciplinary team (MDT) meetings, case conferences and safeguarding discussions.
• Prepare and present KPI reports at board level, ensuring clear visibility of operational performance and progress against objectives.
• Uphold the highest standards of safeguarding, following organisational policies, procedures and reporting protocols.
• Maintain professional integrity, ensuring appropriate boundaries are observed at all times.

The above list is not exhaustive, and the post-holder may be required to undertake additional duties as reasonably determined by their line manager and in accordance with the scope of their role.

Essential Skills & Experience

You are an experienced and confident operational leader who thrives in a demanding healthcare environment. You bring:

• Proven senior management experience within health and social care, with direct healthcare experience advantageous.
• Strong leadership capabilities, with the ability to manage, motivate and develop teams effectively.
• Experience managing regulated services, including a sound understanding of CQC regulations and compliance frameworks.
• A strong understanding of clinical governance, safeguarding procedures and the Mental Capacity Act 2005.
• Experience in patient care and service delivery, including effective budget management and financial oversight.
• A good understanding of commissioned and privately funded care services.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with service users, families, colleagues and external healthcare professionals.
• The ability to work collaboratively within a multidisciplinary team while demonstrating initiative and sound independent judgement.
• Strong organisational and problem-solving skills, with the ability to prioritise competing demands and remain calm under pressure.
• A commitment to delivering safe, person-centred care and driving continuous improvement across services.

Desirable Qualifications & Experience

• A relevant management qualification in health and social care, such as ILM or QCF/NVQ Level 5.
• Experience using care management systems.
• Experience in developing and expanding services, including involvement in tender submissions and bidding processes.
• A full UK driving licence and access to a vehicle.

Values & Culture Fit

At Komplex, we don't just deliver care; we transform lives. As a member of our wider leadership team, you will be expected to actively demonstrate our Four K’s values, which underpin everything we do.

You will lead with Kindness, showing empathy and respect in every interaction. You will remain Kinetic, taking initiative, embracing innovation and continually seeking ways to improve care quality and service delivery. You will act as a Key to unlocking the potential of our teams and the individuals we support, promoting person-centred approaches that empower others. Above all, you will demonstrate Kinship, building genuine connections through authenticity, courage and integrity.

As a senior leader, you will act as an ambassador for these values and our behaviour framework. Through your leadership, mentorship and commitment to staff development, you will inspire colleagues to deliver meaningful outcomes and help shape a culture where kindness, accountability and excellence are embedded in everyday practice.

What We Offer

• The opportunity to make a meaningful difference to services supporting individuals with complex medical needs.
• A senior leadership position with the opportunity to influence operational strategy and service development.
• Ongoing professional development and opportunities to enhance your leadership capabilities.
• A supportive, values-led culture that encourages collaboration, innovation and best practice.
• Benefits include:
  • 24/7 access to a doctor (for you, your partner and children under 18).
  • A day off for your birthday.
  • YouLife – exclusive employee discounts on retail, travel and dining.
  • 24/7 mental health support (for you, your partner and children).
  • Home-life advice and life insurance.
  • Salary sacrifice on cars (post-probation).

Additional Information

Legal Right to Work

Employees must have a legal right to work in the UK.

Disclosure and Barring Service (DBS)

This post is subject to a basic Disclosure and Barring Service (DBS) check and satisfactory vetting in line with the company's Recruitment and Vetting Checks Policy.

Confidentiality & Data Protection

The post-holder must maintain the confidentiality of information relating to service users, employees and other healthcare organisations, complying with the Data Protection Act 2018, the General Data Protection Regulation (GDPR) and all relevant company Information and Data Protection policies at all times.