Operations Manager (Part-time)

Operations Manager Location: Gateshead & Sunderland Contract: Permanent Hours: 21 hours per week (Monday to Friday) Salary: £45,000 per annum (pro rata) (Full UK driving licence and willingness to travel across the region as required) Role Overview: We are seeking an experienced and inspirational Operations Manager to lead and oversee a high-performing team delivering Individual Placement and Support (IPS) services across Gateshead and Sunderland. You will manage a multidisciplinary team including Employment Specialists, Partnership Engagement staff, Frontline Managers, and Administrators — driving performance, ensuring quality, and promoting person-centred, recovery-focused support. The Operations Manager will be responsible for ensuring adherence to the IPS model while achieving financial, performance, and quality targets set by the commissioner. You will play a key leadership role in embedding best practice, supporting professional development, and ensuring consistent delivery standards across multiple sites. This position involves regular travel across the region and requires a hands-on, resilient leader with strong interpersonal and organisational skills. Key Responsibilities: Service Delivery & Model Fidelity · Ensure all IPS services are delivered in line with the evidence-based IPS model and meet fidelity standards. · Monitor and evaluate service outcomes including job placements, retention, and participant satisfaction. · Lead quality assurance processes and prepare for external fidelity reviews and audits. · Promote a culture of excellence, accuracy, and continuous improvement. · Manage escalated complaints and maintain high standards of customer service. Leadership & Development · Provide effective leadership, supervision, and coaching to staff, promoting continuous learning and high performance. · Support staff wellbeing and resilience in a fast-paced, frontline environment. · Foster a positive, collaborative, and inclusive team culture focused on recovery and empowerment. · Cascade information effectively, ensuring staff engagement through regular team meetings and briefings. · Identify and address development needs to enhance team capability and performance. Stakeholder Engagement · Build and maintain strong relationships with clinical teams, commissioners, employers, and community partners. · Represent the service at strategic meetings, forums, and external events. · Promote the IPS model and contribute to service innovation and development. · Collaborate with internal and external stakeholders to share best practice and drive improvement. Operational Oversight & Performance Management · Oversee service coverage, caseload distribution, and resource allocation across multiple locations. · Lead on performance reporting, ensuring data accuracy and timely submission of management information. · Support recruitment, onboarding, and training of IPS staff in partnership with the Learning & Development team. · Ensure delivery of all key performance indicators (KPIs), service level agreements, and quality standards. · Produce regular reports and presentations for senior management and commissioners. · Conduct performance reviews, professional development meetings, and ensure appropriate action planning. · Collaborate with senior management on HR-related matters and subcontractor management. Essential Criteria: · Extensive leadership and operational management experience within health, social care, or employment services. · Proven ability to build and maintain relationships with internal and external stakeholders at senior levels. · Strong understanding of the IPS model and its practical application within supported employment. · Proven track record of managing multi-site teams and driving performance through effective data analysis. · Excellent communication and interpersonal skills, with the ability to inspire, influence, and motivate others. · Strong analytical and problem-solving skills with the ability to interpret and act on management information. · Experience managing HR-related processes (formal and informal). · Understanding of safeguarding in relation to vulnerable adults. · Strategic thinker with a proactive, hands-on approach and the ability to manage multiple priorities. · Full UK driving licence and willingness to travel across the region as required. Desirable Criteria: · Experience supporting IPS fidelity reviews and performance frameworks. · Previous experience leading programmes that support individuals facing complex barriers to employment. · Experience within the Employability and/or Adult Skills sector. · Previous experience of mentoring or leading managers. · Knowledge of employment law, welfare benefits, and vocational rehabilitation. · Experience supporting the implementation of new programmes or services. · Understanding of financial oversight and P&L reporting