Operations Manager

Job Description

Job Description

Overview

This is an on-site position in Raleigh, NC.

The Branch Manager is accountable for the overall operation of the ResCare HomeCare or All Ways Caring Branch. The Branch Manager must manage all aspects of branch sales and service delivery to meet and exceed financial targets (sales, fees, gross profit, and contribution). Responsible for building and maintaining relationships with key clients and business leaders in the community as well as local, regional and Corporate management while maintaining a strong focus on continuous improvement and customer satisfaction.

As business conditions change, the Branch Manager assesses the impact and responds accordingly to ensure maximum profitability and expense management. The Branch Manager is also responsible for selecting, training and developing the branch staff and for monitoring performance to achieve business results by leading the branch staff in business development, service delivery, client satisfaction and retention. Responsible for management of all aspects of recruitment and selection processes. Responsible for overseeing Human Resources including : interviewing, hiring, employee orientation, performance evaluation, payroll processing, and employee relations.

Responsibilities

Administration / Finance - Managing Quality Management System initiatives; proactively identifying and assessing potential risks and costs associated with workers' compensation, unemployment compensation, extended payment terms and bad debt. Analyzing monthly financial statements for branch and implementing strategies to increase profitability; managing operating expenses (profit and loss (P&L) responsibility) to maximize contribution; developing and executing branch's annual business plan.

Service Management – Monitoring to ensure that every client is served Monitoring to provide exemplary service to every client to optimize utilization. Maintaining strong and positive relationships with referral partners, payor sources, and clients. Manages on-call as needed.

Sales and Marketing –

• Manage / Analyze sales and service processes to include managing assigned territory, conducting recruiting / sourcing sales, campaign / blitzes, identifying leads, conducting cold and canvass calls, setting appointments, creating and developing proposals and pricing models consistent with established guidelines, creating presentations, documenting customer agreements, closing sales, documenting sales activities in client management software system and completing other required reports; networking via participation in community organizations, involving service team in sales activities and ensuring awareness of prospect / customer service requirements, engaging subject matter experts as appropriate.
• Participating in personal care sales programs / contest / meetings, utilizing personal care sales tools that support our Sales Philosophy & Roadmap, maintaining a thorough understanding of personal care service and product offerings, capitalizing on labor / business / community issues to grow market share.
• Ensuring sales targets are met including appropriate mix of industries and service lines; leading branch participation in HomeCare sales programs / contests / meetings, maintaining awareness of competitors strengths and weaknesses and HomeCare resulting strategic position, managing territory to ensure efficient sales strategy for the branch.
• Executing Branch’s annual business plan.

Talent Management - Selecting, training and developing staff; monitoring and supervising staff performance including setting expectations, coaching and recognizing achievements, demonstrating positive leadership and cultivating Stars and Legacy initiatives. Monitoring and coaching the service team to ensure effective unemployment and workers' compensation claim management.

Qualifications