Director of Operations & Social Enterprise – Chime

Balmer Executive Search has been retained by Chime, the National Charity for Deafness & Hearing Loss to recruit a suitably qualified Director of Operations & Social Enterprise. This is a brand new role within the organisation.

Reporting to the Chief Executive Officer, the Director of Operations & Social Enterprise will be a member of the Senior Management Team and will contribute both strategically and operationally to the overall success of the organisation by leading effectively the organisation’s Social Enterprise and all Service Operations to include tasks resulting in the provision of quality services and high levels of client satisfaction. 

The Director of Operations & Social Enterprise will be required to establish organisational priorities at a strategic level and provide a results-focused input into the organisation. The aim of Chime is to provide services in a holistic-focused and client-centred approach.

Primary Duties and Responsibilities

This role is the primary leadership position for the delivery of Advice & Information and Assistive Technology Services in addition to other Funding Streams and Social Inclusion Support Services through Chime's 11 Resource Centres. This role involves a wide range of duties including the following:

Effective Planning, Development and Delivery of Services & Operations

  • Plan, develop and direct the organisation’s services delivered through their network of Resource Centres around the country to include Advice & Information services, Assistive Technology services and Social Inclusion Support services.

  • Evaluate to ensure that the services provided meet the needs of Chime Clients.

  • Develop strategies to ensure a client’s pathway is effective and as seamless as possible. This must include:

    • Robust first point of contact strategies for drop in, email, web and phone.

    • Referral pathways both to and from other Chime services and external organisations.

    • Deliver services that ensure improved quality of life outcomes for our clients.

    • Engage with clients and stakeholders to ensure services provided are relevant and effective.

    • Ensure Chime operates in a collaborative and effective partnership approach with external organisations.

    • Proactively develop new services in line with strategic objectives as required.

    • Work closely with the Chief Executive and Finance Director in developing budgets, business cases and financial plans to achieve the desired results.

    • Prepare funding applications where required to Statutory and Non-Statutory bodies.

    • Identify and analyse any unmet demand and prepare responses to meet that need.

 Business Development / Social Enterprise Development

  • Grow and develop the Social Enterprises of the organisation in a manner consistent with the charitable values of the organisation

    • Increase market share in relation to Hearing Aid service

    • Modernisation of Deaf Technology service

    • Identify innovative value add products and services and promote same

    • Encourage and motivate key staff to work collaboratively to maximise Social Enterprise growth potential, introducing KPI’s and targets to meet performance objectives

    • Responsible for the procurement, stock control of all products sold through the Social Enterprises.

    • Responsible for all cash and credit card transactions that occur in the resource centres.

 Staff Management 

  • Management of 3 direct reports to include an Assistive Technology Manager and 2 Area Managers, each of whom manage their own dedicated team of staff.

  • Ensure excellence in recruitment, training, professional development and performance management and development for the staff in all the Service Operations Teams.

  • Ensure compliance with and implement HR policies and procedures.

 Systems of Reporting & Operational Control

  • To ensure that the organisation operates with robust internal systems and procedures, including business continuity planning.

  • To ensure the organisation implements a recognised quality accredited programme such as Q Mark.

  • Ensuring the organisation seeks to provide a value for money and effective service offering to stakeholders. 

  • To be accountable for the financial performance of Service Operations.

  • Ensure case records are properly and accurately maintain and that appropriate statistical information is available.

  • Ensure proper case referral procedures are in place at all times.

  • Ensure full implementation and use of organisation’s Client database.

  • Provide accurate and timely reports and as required by the CEO on all aspects of Service Operations. 

  • To report to the Board of Chime as required.

  • Develop and manage an independent mechanism for reporting on client satisfaction levels e.g. mystery shopper.

 Location & Property Management

  • Ensure the organisation has systems to maintain its properties in good working order, including managing all repairs and maintenance.

  • Ensure the organisation has systems to ensure all locations are presented in great condition to achieve client satisfaction.

  • Be the lead person in relation to any property acquisitions or disposals.

 Statutory and Regulatory Compliance

  • Ensure that all statutory requirements of the organization are met including HSE Returns and SLAs, all HSE operational reporting requirements.

  • Work with the Finance Director to ensure compliance with all date protection requirements including the new GDPR requirements.

 Key Relationship Management

  • Ensure Chime maintains excellent working relationships with each local HSE office and other funders.

  • Ensure Chime maintains excellent working relationships with all of the key hearing aid and product suppliers.

Personal Characteristics

  • Proven ability to effectively manage similar services (advice & information/technology services etc.) across multiple locations.

  • Previous experience in business development/commercial management/retail management desirable.

  • People management experience essential.

  • Social Enterprise Development experience desirable but not essential.

  • Comfortable with technology and an ability to learn new technology at a fast pace.

  • Specialist knowledge of Assistive Technology desirable but not essential.

  • Ability to work as part of a team.

  • Strong leadership and team management qualities.

  • Excellent client focus.

  • Strong commercial acumen.

  • Understanding of social care.

  • Demonstrate the ability to evaluate information and make effective decisions
    especially with regard to service user care.

  • Display effective interpersonal and communication (verbal and written) skills.

  • Maintain sufficient IT skills relevant to the role.

  • Strong initiative and self-starting capability.

  • Demonstrate commitment to continuing professional development.

Education, Qualifications & Experience

  • Relevant University degree or college diploma.

  • 3 to 5 years’ experience in a similar role. 

Location

This role is primarily based in the Organisation’s head office in Dublin, although the role will require some travel.

  • Closing Date for Applications
    Friday 10th May at 5pm