General Manager

Position Title: General Manager

Sector: Home-Care Help

Reports To: Regional Manager

Direct Reports: Operations Manager, Care Manager Lead, Office Administrators - General / Quality Assurance

Location / Function: Operational Leadership

Job Purpose

• The General Manager is accountable for the overall leadership, operational performance, and sustainable growth of the office.

• Working in partnership with the Regional Manager, the General Manager directs all activities to drive revenue, profitability, and operational excellence.

• The role ensures the delivery of safe, quality-driven home care services that enable clients to live independently and with dignity in their own homes.

Responsibilities

• Strategic & Financial Management: Lead the annual operational plan and budget in partnership with the Regional Manager; oversee critical business KPIs, P&L, and monthly reporting to achieve revenue, gross profit, and service growth targets.

• Team Leadership & Development: Provide visible leadership across all office functions (Operations, HR, Recruitment, Care Management, QA); coach, mentor, and manage direct reports to foster a high-performance, accountable, and inclusive culture.

• Quality Assurance & Governance Oversight: Maintain overall accountability for regulatory compliance (regulatory bodies, ISO standards), risk management, and safeguarding; oversee incident reporting, audits, and quality management via internal systems (e.g., ViClarity).

• Workforce & Recruitment Strategy: Oversee local recruitment initiatives and workforce planning in partnership with shared recruitment services to attract, train, and retain high-quality care staff and key operational leaders.

• Stakeholder & Business Development: Act as the primary ambassador for the organisation, building strong professional relationships with healthcare stakeholders, medical professionals, community organisations, and referral sources to expand market presence.

• Continuous Improvement & Change Leadership: Champion operational excellence and innovation, utilising audit findings, performance metrics, and feedback to streamline processes, improve client/caregiver outcomes, and implement new care models.

Requirements

• Education & Credentials: Third-level (Level 8) qualification in Business, Management, or Healthcare Management required; postgraduate management qualification or CIPD certification is highly desirable.

• Management Experience: Proven track record in a senior leadership role-ideally within home care, healthcare, or a regulated service sector-managing multi-disciplinary teams across operations, care management, and QA.

• Financial & Strategic Acumen: Demonstrated expertise in developing operational plans, managing P&L/budgets, analysing business scorecards, and driving commercially sound growth.

• Regulatory & Risk Knowledge: Strong working knowledge of healthcare governance, safeguarding procedures, quality standards (ISO/regulatory frameworks), and compliance management frameworks.

• Leadership & Communication Skills: Exceptional strategic thinking, interpersonal, and stakeholder-management skills, with the ability to lead change, build capability, and foster cross-functional collaboration.

• Technical & Logistics Requirements: Proficient in Microsoft Office (Word, Excel, PowerPoint); holds a valid full driver's licence with access to a personal vehicle for business travel.