Senior Operations Manager - Complex Care

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

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.

• 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…