Job description

1. Job details
Job Title: Operations Manager
Accountable to: Director of Operations
Responsible to: Deputy Chief Executive
Responsible for: Operational staff, volunteers and project staff
Directorate: Operations

2. Job Purpose

To oversee and develop all Victim Support Scotland’s services within the designated area by managing and enhancing overall operational performance and ensuring that operational objectives are achieved through the provision of an integrated and effective service to people affected by crime.

3. Scope of the role

The Operations Manager is a key post with responsibility for implementing Victim Support Scotland’s strategic objectives covering all operational services within their geographical area, together with a championing role for one or more national projects.

The post-holder will be responsible for the effective management of all resources within the area and for the management and development of volunteers and staff. He/she will work closely with the Director of Operations, other Directorates, senior colleagues, senior volunteers, local Area Committees etc.The Operations Manager will also build and develop effective relationships with a range of key external agencies and organisations.

4. Departmental responsibilities

The Operations Manager is to oversee effective delivery of all services across the designated area that meets the expectations and needs of victims and witnesses of crime.

5. Job responsibilities and key results areas

  • National service standards are achieved and the key performance indicators for the area are met.
  • Prepare and analyse statistics, incorporating into the production of management reports as required.
  • Effective management of financial and other resources: maximising income generation; ensuring the effective deployment of volunteers / staff and other resources.
  • Manage and monitor budgets for the area, taking action as required to ensure expenditure is within agreed levels.
  • Recruit volunteers and staff, ensuring that coaching and support is provided to allow them to achieve their full potential and that they have a clear understanding of VSS`s strategic objectives and service standards.
  • Oversee performance management of all staff and volunteers, ensuring that appropriate training and support is provided in conjunction with the Learning and Development Manager.
  • Plan, organise and co-ordinate the delivery and development of services against agreed quality standards to meet the changing needs of victims and witnesses of crime and to ensure consistency across the area.
  • Ensure compliance with all VSS policies and procedures and appropriate legislation including Health and Safety.
  • Adopt a range of effective consultation and communication methods to ensure that VSS priorities and outcomes are understood by volunteers and staff.
  • Attend, chair or direct meetings that involve service users, Area Committees, staff, volunteers and partner agencies to ensure appropriate preparation to represent the views and needs of service users and VSS.
  • Build effective working relationships and networks internally and externally with key

stakeholders across the area and at national level, as required.

  • Drive and / or support ongoing change initiatives across the area and nationally.
  • Provide cover as required for other Operations Managers.
  • National champion role onspecified policy topic area and related workstream activities.

Typical key factors

  • Accountable for up to £250k budget
  • Management of up to 10 direct reports

This list is indicative of the key responsibilities. The post holder may reasonably be asked to undertake other responsibilities commensurate with the role.

Flexibility – Post holder may be required to travel across Scotland to meet needs of victims and witnesses, as requested by Director of Operations

6. This post is subject to a PVG check and is expected to promote equality, inclusion and fairness and manage diversity in all aspects of planning and service delivery. This post must be familiar with and comply with VSS Health and Safety/fire procedures and policy and take immediate action to minimise any risks. Cross functional working across other Directorates and geographical locations may be required to ensure VSSs strategic objectives are achieved.

7. Communications

Internal: Chief Executive, Deputy Chief Executive, Directors, Operational colleagues, Executive Board volunteers, local volunteers, local Area Committees etc

External: Victims and witnesses of crime, key local and national partners and organisations etc