Regional Operations Manager

Part of the Trafficking and Exploitation Survivors' Service in Scotland, the Regional Manager is a dynamic and supportive role at Migrant Help. You will ensure that quality standards are met and, where possible, exceeded. You will be expected to maintain and develop excellent working relationships with and between external stakeholders in order to improve the access to and quality of mainstream and specialist services for TESS clients. The post holder will assist in the development of services and projects to meet the requirements of the contract and to meet the strategic and charitable objectives of the organisation.,

• Responsible for day-to-day operational management of the TESS service in line with business requirements as well as ensuring contractual compliance with the terms and conditions of Migrant Help's contract with Scottish Government under the Victim Centred Approach Fund (VCAF);
• Line management, supervision and appraisal of direct reports and leading on team meetings and staff engagement activities.
• Responsible for the recruitment, management, and development of the TESS operational team, ensuring a high performing, highly motivated and engaged team who will contribute to organisational success.
• Managing workload allocation and delegating work appropriately ensuring effective delivery of service across the region and in line with contractual, legal, and organisational requirements.
• Primary contact and operational lead for stakeholder engagement in the region; engaging with key stakeholders including but not limited to, Scottish Government, Police Scotland, Statutory Services, Local Authorities, NGOs etc.
• Building and maintaining excellent working relations with key partners throughout Scotland, ensuring that support for clients is qualitative and joined up.
• Incident and critical incident management responding to escalations and leading on safeguarding within the regional service.
• Ensuring that organisational Health and Safely processes and procedures are followed.
• Working closely with Migrant Help Facilities team to jointly manage regional facilities including offices and client accommodation.
• Responsible for data and management information and to ensure effective collation, completion and submission of contractual and organisational reporting requirements, including but not limited to; operational service updates, financial reporting, invoicing, audit/inspections, etc. ensuring these are completed accurately and within timescales.
• Responsible for the adherence to and delivery of the service Quality Management Framework, working with Migrant Help's Quality Team on audits and inspections, and leading on implementing necessary actions, mitigations, recommendations and opportunities for improvement across the service within the agreed timescales.
• Implementation of service KPIs, ensuring these are consistently met and, where possible, exceeded.
• Management of client feedback processes, ensuring feedback is obtained regularly and used to drive service improvements.
• Responding to complaints in a professional and sensitive manner in line with contractual and organisational requirements. Responding to Subject Access Requests., Migrant Help is committed to safeguarding those we provide a service to, applicants will have to undergo strict vetting procedures throughout different stages of the recruitment process therefore:
• This post is subject to a Protecting Vulnerable Groups (PVG) check therefore applicants must:
• Be able to provide documents to show their right to work in the UK (such as Passport, work visa, settled status document, certificate of registration, naturalisation as a British citizen, Biometric Residence Permit etc.)
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  These are some of the benefits we offer
• Our working week is 35 hours per week offering flexibility and work life balance
• Enhanced family friendly provisions
• Employees will gain an extra day annual leave per year to a maximum of 39 days, including bank holidays (pro-rata).
• Option to buy or sell up to 5 days of annual leave
• Access to Perkbox, an employee rewards and benefits platform with over 9,000 deals and discounts, a range of free perks, employee wellbeing support and other additional employee benefits and recognitions.
• Wellbeing support.
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