Job Title: Head of Service OperationsReporting to: Chief Operating OfficerContract Type: PermanentHours of work: Full Time (35 Hours/week) – 9am to 5pm Mon - FriLocation: The Society operates a hybrid working model with a combination of remote and in-person (Dublin 4 office) working. Office attendance days are Wednesday & Thursday weekly.Who We AreThe Irish Cancer Society is a community of patients, survivors, volunteers, supporters, health and social care professionals, and researchers. Together we are transforming the experiences and outcomes of people affected by cancer through our advocacy, support services, and research.At the Irish Cancer Society, we have a vision that by 2025, 3 out of 4 Irish cancer patients will survive their diagnosis and everyone affected by the disease will have access to world-class treatment, care, and support.The RoleThe Head of Service Operations will be a key operational leader in the Society, reporting to the COO. The overall goals of this post are to lead, inspire, and empower the Society’s Services Team to deliver excellence in services and to achieve an exciting programme of service growth and innovation for people affected by cancer.The Head of Service Operations will lead the delivery of high-quality, patient-centric services and ensure an integrated, personalised, and meaningful experience for everyone who uses the Society’s services and supports.RESPONSIBILITIESOperational excellenceProvide leadership and operational direction for the Society’s supports and services for people affected by cancer.Develop an annual Services operational plan, in collaboration with the COO, to ensure delivery of the Services aspects of the Society’s overall strategic plan, including budgets and strict timescales.Scrutinise our operational processes and enable operational excellence and optimisation across all our delivery.Instil a culture of collaboration and continual improvement across our services and support delivery.Make effective use of operational data and measures to derive insight and improve our service delivery.Ensure the Society’s services are informed by a deeper understanding of our service users and non-users, regular evaluation, and benchmarking against best practices and key performance indicators.Provide support and input to the technology enablement of our services, supports, and experience, and lead digital transformation of our services.Ensure excellence in governance, financial management, and compliance across all existing and new services and partnerships, including compliance with internal and external policies and protocols.Develop and improve on current policies and procedures in collaboration with cross-functional teams.Deliver regular impact reporting to illustrate the impact of our supports and services on people affected by cancer.Sustainable Growth and ReachOptimise existing services and supports to enable growth.Enable and instil innovation across the Department and ensure our services and supports are responsive to the changing needs of people affected by cancer.Lead and inform the development and transformation of our ways of working in line with technology development.Continually collect and analyse data and feedback to identify opportunities for improvement and ensure high-quality service delivery.Ongoing management of key partnerships and the identification of opportunities to grow our reach and impact.Work effectively with the Engagement, Fundraising, and Advocacy teams to support the branding and public awareness of our work and increase our reach.Plan, drive, and deliver the development of new ways to reach patients and their families through new services and new channels to achieve expansion of our reach and impact.Patient and Family ExperienceEnsure a patient-centred culture across all our services and supports.Set goals and objectives to improve the experience of people who use our services and supports.Continually research and derive insights into behaviour and preferences, and use this to identify and deliver improvements.Design and lead the implementation of feedback mechanisms to understand the experience of people who engage with the Society and how we can improve our services based on this feedback.Leadership and people managementBuild, inspire, and lead a high-performing team to support the delivery of these goals.Motivate team members across the Department and organisation to meet the Society’s goals and objectives, improve, and succeed.Work effectively with the broader leadership teams to ensure service operational delivery in line with the Society’s overall strategy.Work collaboratively across the organisation to build a streamlined experience across all service offerings.Champion and enhance our patient-centred culture, making sure everyone working on our services and supports teams understands and feels the positive difference they make for people affected by cancer.The PersonThe successful candidate will:Be a goal-oriented and target-driven operational leader with strong commercial acumen.Have proven capability in operational excellence and growing service capacities and capabilities.Be an excellent communicator, able to distil information and present clearly and with impact, in written and verbal form.Be an excellent people leader and motivator, with a high degree of emotional intelligence, possessing the ability to lead and motivate diverse people.Have excellent relationship-building skills.Be a highly effective problem solver, deriving insight from data to make evidence-based decisions and solutions.Above all, be purpose-driven, with a strong commitment to the Society’s mission and a desire to improve the lives of people affected by cancer.QUALIFICATIONS AND EXPERIENCESignificant management experience, culminating in recent comparable leadership experience serving in operations, business development, transformation, customer experience, or similar roles.Degree-level qualification in a relevant field, with demonstrated commitment to ongoing learning in areas such as operational excellence, customer experience, transformation, change management, leadership, or other relevant areas.Demonstrated capability in developing and rapidly scaling new services and channels to meet needs.Experience in leading a complex organisational function through a programme of major transformation and cultural development.Demonstrated ability to review and improve current services in line with service needs.Proven ability to rapidly create substantial growth in reach and take-up of services.Knowledge of the Irish healthcare environment an advantage, or a demonstrated ability to quickly develop this.Experience is measured by quality rather than time.General:The Irish Cancer Society operates a no smoking policy, and the post holder must not smoke in the office or when on Society business outside the office. All employees are required to be aware of their responsibilities towards health and safety and to adhere to fire regulations. This job description is not exhaustive; it merely acts as a guide and may be amended to meet the changing requirements of the Society at any time after discussion with the post holder. Maintain confidentiality at all times, and compliance with the Data Protection Act is an essential requirement.The closing date for applications is Monday 10th March 2025
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