[Hiring] Director of Operations @Caremark

Role Description

Caremark are looking for an experienced and people-focused Director of Operations to lead, inspire and develop our field-based Operations team. Leading a team of six colleagues, you will ensure our franchise owners receive proactive, commercially focused support that helps them grow stronger, more successful and sustainable businesses.

This is a highly visible, field-based leadership role. You will spend time across our UK network, developing strong relationships with franchise owners and ensuring the Operations team is recognised as a valuable and trusted partner to their businesses.

Reporting to the CEO, you will provide leadership and direction to our field-based regional support team, equipping them with the tools, insight and support they need to make a measurable difference to franchise owners.

Your focus will be on creating a high-performing and consistent Operations function that understands the needs of individual franchise businesses, constructively challenges where appropriate, identifies opportunities for growth and improvement, and connects franchise owners with the right expertise and support from across Caremark.

Working particularly closely with our Quality team, you will ensure that commercial growth and operational performance go hand-in-hand with the high standards of care and compliance expected across the Caremark network.

As a member of the Senior Management Team, you will also bring the voice of the network into the wider business, using insight from franchise owners and your team to influence priorities, budgets and opportunities for greater operational efficiency.

Responsibilities

• Lead, inspire and develop the Operations team:
  • Lead, coach and develop a team of six field-based colleagues, creating clarity of purpose, accountability and consistently high standards.
  • Build the capability and confidence of the team so they can provide credible, commercially focused support and challenge to franchise owners.
  • Set clear objectives and measures of success, using performance information and regular coaching to maximise individual and team effectiveness.
  • Ensure the team has the tools, resources, data and frameworks it needs to add tangible value to franchise businesses.
• Enable franchise owners to grow:
  • Ensure franchise owners receive proactive, relevant and high-quality operational support to help them grow and develop their businesses.
  • Equip the Operations team to understand performance, identify opportunities and create meaningful action plans for growth and improvement.
  • Encourage the sharing of successful ideas and best practice across the network.
• Build strong relationships across the network:
  • Be a visible and credible senior leader across the Caremark network, building trusted relationships with franchise owners.
  • Ensure Operations is recognised as a value-adding partner.
  • Act as a senior point of escalation where required, helping to resolve complex operational issues constructively and commercially.
• Partner with Quality:
  • Work closely with the Quality team to ensure operational growth is sustainable and underpinned by strong quality and compliance.
  • Ensure Operations and Quality work together to provide clear, aligned support and combine insights to improve franchise performance.
• Improve how we operate:
  • Use insight from the field team and franchise network to identify trends, barriers to growth and opportunities for improvement.
  • Identify and deliver operational efficiencies, simplify processes, coordinate support across the Franchise Support Centre.
  • Help develop appropriate KPIs and reporting.
• Influence planning and budget:
  • Provide meaningful operational insight to inform business planning, priorities and investment decisions.
  • Inform the Operations budget, monitor operational expenditure and ensure resources are focused on areas that deliver the greatest value to the franchise network and Caremark.

Qualifications

• People Leadership: A strong track record of leading, coaching and developing high-performing teams and achieving results through others.
• Field-Based Leadership: Experience leading geographically dispersed or field-based teams, creating consistency, accountability and a strong team culture.
• Commercial Acumen: A strong commercial mindset and understanding of the drivers that enable individual businesses to grow successfully.
• Franchise or Multi-Site Environments: Experience working within a franchise, multi-site or similarly decentralised business model, with the ability to influence business owners rather than simply direct them.
• Relationship Management: The credibility and interpersonal skills to build trusted relationships while also being prepared to constructively challenge and manage complex escalations.
• Performance Insight: Experience using performance information, KPIs and business insight to identify opportunities and drive action.
• Financial Management: Good financial acumen, including experience contributing to budgets, prioritising investment and identifying efficiencies.
• Collaborative Leadership: A collaborative style and experience of working successfully across functions, particularly where operational performance and quality need to work hand-in-hand.
• Communication and Influence: Excellent communication and influencing skills, with the confidence to represent Operations at senior leadership and network level.
• Regulated Environments: Experience within social care or another regulated environment would be beneficial.

Benefits

• 33 days holiday (including bank holidays)
• 5 paid volunteering days per year
• Personal development budget and ongoing training
• Private medical and life insurance cover
• Company pension scheme
• Free wellbeing counselling programme & support
• Business travel expenses
• Flexi-time (start 08:00–10:00, finish 16:00–18:00)