Experience

Home Instead UK

• United Kingdom
• Hospitals and Health Care
• 200 - 300 Employee

• Group Operations Manager

  • May 2022 - Present



Premier Care Service Limited

• United Kingdom
• Consumer Services

• Care Services Area Manager

  • Mar 2020 - May 2022

  Responsible for all business operations in Scotland as part of the Senior Management Team in the rapidly changing and extremely challenging social care sector. Ensuring safe, effective and timely delivery of compassionate care services to customers within 6 different Health & Social Care Partnerships across Scotland by working collaboratively with all stakeholders.Increased annual turnover by 30% to over £6 million per annum by acquiring new customers and expanding into new territories.Significantly improved compliance performance of failing branches, increasing it from 5% to 95% and regularly achieved 97% quality KPI’s using SMART objectives.Increased profitability by over 5% through better staff and resource allocation and effective team management, taking disciplinary action where necessary.Accomplished great staff and customer satisfaction by producing and implementing new communication and quality assurance systems to improve performance across all branches. Improved overall business performance by more than 15% through implementation of customer compliance matrix and development of staff performance and training matrix.Consistently achieved over 90% customer satisfaction across Scotland through customer feedback surveys by resolving all customer concerns within agreed timeframes and implementing outcome focused and person-centred care plans.Successfully completed two business accusations and achieved smooth customers and staff transition through effective planning and efficient communication with all stakeholder.Achieved excellent staff retention by continuously listening, leading and consulting at all levels to understand and mitigate problems to improve staff morale and embed continuous professional development.

• Branch Operations Manager

  • Sep 2019 - Mar 2020

  Accountable for all home care operations at the Manchester branch in this trouble-shooting role. Delivered over 4000 weekly care hours and identified areas of improvement through internal audits.Significantly improved quality compliance and achieved business stability through implementation of new policies and producers with a particular focus on Medication Support in-line with National regulation. Accomplished regulatory compliance and better service delivery by developing and implementing new Medication policy and protocols, risk assessments and person-centred care plans. Improved staff performance through comprehensive training and auditing and taking disciplinary actions where necessary. Established strong customer and stakeholder relationships through collaborative working by resolving complaints and implementing learnings.



Meridian Health & Social Care

• Registered Branch Manager

  • Apr 2012 - Sep 2019

  Responsible for all daily business operations as the CQC Registered Manager for Manchester Branch and as ad-hoc Regional Support Manager for other locations. Increased annual turnover of Manchester Branch from £1.2 million to £3.2 million by more than doubling the weekly care hours from 1800 hours to 3800 hours. Significantly improved staffing levels by recruiting and developing staff, increased care workers from 70 to 160, regularly trained and promoted staff to achieve excellent staff retention levels.Increased branch profitability by 5% by proactively managing costs and reducing expenditure in-line with business strategy.Accomplished high levels of customer satisfaction through implementation of person-centred and outcome focused care plans to meet customer needs, regularly achieved Good Inspection Results.Formed strong working partnerships with Local Authority Commissioners and other stakeholder to continuously increase the number of customers, grow care hours and provider better delivery of care services.



Ayah Cars

• Operations Manager

  • Oct 2010 - Mar 2012

  Achieved great business profitability by buying used cars from auctions and selling them directly to consumers.Attained revenue growth by aggressive on-line advertising and quick stock turnover.Developed and nurtured key relationships to maintain business development and customer continuity.Further enhanced profit margins by minimising any expenses accrued on the cars. Achieved great business profitability by buying used cars from auctions and selling them directly to consumers.Attained revenue growth by aggressive on-line advertising and quick stock turnover.Developed and nurtured key relationships to maintain business development and customer continuity.Further enhanced profit margins by minimising any expenses accrued on the cars.



Local Solutions

• United Kingdom
• Non-profit Organizations
• 100 - 200 Employee

• Care Coordinator

  • Oct 2009 - Oct 2010

  Achieved continuous business growth and attained annual target by regularly accepting new care packages.Accomplished excellent customer satisfaction by taking all agreed action following reviews and risk assessments.Achieved great staff morale by providing regular support through training and supervisions. Achieved continuous business growth and attained annual target by regularly accepting new care packages.Accomplished excellent customer satisfaction by taking all agreed action following reviews and risk assessments.Achieved great staff morale by providing regular support through training and supervisions.