National SPCA – National Director of Operations   

Role Description:

The National Director of Operations will be responsible for leading and managing national multi-site Shelter Operations within the NSPCA, ensuring we are delivering optimal care to the animals at the shelter, while also being highly efficient and effective in all elements of our operations activity, from intake of animals, rehabilitation through to rehoming. This role will develop and lead the delivery of the NSPCA's Operations strategy and transformation roadmap incorporating day-to-day operations, projects, technology and facilities infrastructure across the national animal shelter network.

The role will establish and monitor best in class operating procedures, processes and policies which will drive efficiency and effectiveness while also ensuring external partners deliver maximum value and service to the NSPCA. The National Director of Operations will also lead the development and delivery of the strategic plan and transformation program for NSPCA Operations within the framework set by the CEO and the Board. They will manage external delivery partners, maximizing service quality and value for money for the Society. They will foster a high performing and engaged culture across the various operations teams and be an exemplary for the values of the organisation.

Duties:

Operations:

• Lead the management of Operations for the NSPCA across the network ensuring exemplary animal welfare is maintained, while driving consistent operating efficiency and effectiveness across all areas of Operations including:

o  Intake

o  Rehabilitation

o  Rehoming

o  Fostering

o  Animal Care

o  National Helpline & Customer Care

o  Facilities

o  Technology

o  Transformation

o  Associate organisation programme

• Working collaboratively with the Veterinary Director to develop and embed comprehensive operating procedures and protocols for each area of operations, ensuring exemplary animal welfare is central to our operations delivery.
• Co-ordinate and oversee operations across all shelters nationally and for each function of the Operations Management Team, ensuring consistency and best practice in terms of end-to-end operating processes and procedures.
• Partner with HR to develop appropriate training programmes for both staff and volunteers to ensure maximum compliance and effectiveness in animal welfare standards and associated operational activities.
• Develop and implement a comprehensive set of Operations KPI's/Scorecard that effectively and transparently tracks performance across key parameters including animal welfare, disease control, efficiency/throughput, staff costs, staff engagement, service quality and efficiency, key projects, vendor performance.
• Lead the development and implementation of the annual Operating Plan for National Operations and ensure the department adheres to the approved operational and capital project budgets.
• Ensure our Fostering programmes are structured to maximise animal welfare, deliver maximum impact and value for the NSPCA, and a consistently positive experience for Fosterers.
• Ensure our National Animal Welfare Helpline delivers an optimal experience to the public in terms of responsiveness, availability and quality of service, and high-quality support to the inspectorate.
• Feedback regularly and proactively to the CEO on operational performance.
• Oversight and management of Facilities and IT departments in Dublin office and nationally
• Development and implementation of the national shelter associate's programme

Leadership:

·       Provide positive, encouraging and purposeful leadership to the Operations teams.

·       Ensure clarity of goals & plans, supporting managers in planning, assigning and directing work.

·       Be an outstanding ambassador for The Society with both internal and external stakeholders.

·       Continuously review & evaluate the key elements of the Strategic Plan and Transformation Roadmap for Operations, feeding back to the CEO and the wider leadership team on a regular basis.

·       Assist the CEO to understand operational and transformation issues and opportunities as they arise, & actions to address same.

Strategic Planning:

·       Develop, implement and continuously evaluate and review the Strategic Plan & Transformation Roadmap for Operations, and provide ongoing progress feedback to the CEO and the Executive Leadership Team.

·       Proactively contribute to the development and execution of the broader strategy of the NSPCA.

·       Support the CEO in providing quality performance updates and insights to the NSPCA Board monthly.

Transformation:

·       Work with the colleagues to ensure our national infrastructure supports the delivery of our animal welfare, operational and financial objectives.

·       Develop our IT and software systems, working with internal teams and external partners, to increase the automation and efficiency of core processes, driving seamless interactions cross organisationally.

·       Ensure all infrastructure and technology projects are appropriately scoped, costed, approved and managed factoring in best-in-class project management, standards of animal welfare, process efficiency, and cost effectiveness.

Competencies:

Communication:

1.     Communicates ideas and information in a form well matched to, and well received by, the audience.

2.     Makes wise decisions on the spot when answering questions in a variety of different circumstances.

3.     Makes articulate and effective oral presentations to a variety of audiences, large or small, internal or external, etc.

4.     Communicates effectively with the Organisation senior management, using their time to maximum advantage.

Action Orientated:

1.     Hands on approach to operations management, ensuring smooth running of processes and procedures and a calm approach to managing issues as they arise.

2.     Displays mastery of the detail in terms performance and standards.

3.     Proactively identifies opportunities and issues and takes decisive action.

4.     Implements strategic opportunities, with the urgency needed to create momentum.

5.     Encourages and reinforces action taking and decisiveness in others.

6.     Is willing to make mistakes or have others make mistakes where a bias for action played a role.

Results Driven:

1.     Guides others to define all assignments and work problems in terms of results to be achieved.

2.     Reinforces successful achievement of tangible, intended results.

3.     Sets high standards for results, and once achieved, raises the standards even higher.

4.     Focuses others to drive for results, influencing them to persevere when faced with difficulties or setbacks.

5.     Holds people accountable for meeting commitments and getting results.

Strategic Capability:

1.     Articulates a clear strategic vision, generates enthusiasm that impacts multiple groups, and creates symbols to rally the support of people in his/her group or organisation.

2.     Viewed by people inside and outside his/her group as a highly effective, motivating leader.

3.     Adjusts leadership style to meet the demands and requirements of different situations and groups successfully.

4.     Involves groups in strategy development in ways that generate enthusiasm, ownership, and commitment.

Relationship Building:

1.     Creates a feeling of belonging and spirit among teams in his/her group/organisation.

2.     Works collaboratively with others to deliver on the aims of the wider organisation.

3.     Involves teams in developing the team goals and priorities, and in making decisions when appropriate.

4.     Ensures the mission, goals, and priorities are understood by all teams.

5.     Helps every team understand the importance of its contribution; makes everyone feel valued and appreciated.

6.     Focuses on success, and shares credit for achievements with all teams.

Experience:

·       Minimum 10 years of experience of leading and managing diverse, multi-site, operational teams to deliver high quality operational performance.

·       Proven people management experience in a medium sized organisation.

·       Demonstrable commercial acumen with experience in setting and managing financial budgets and operating plans.

·       Management experience within an Animal Shelter background with sound understanding of the end-to-end processes within that environment and associated best practices highly advantageous.

Education:

·       Bachelor's Degree level education in management or related field.

Professional Training and Certificates

·       Evidence of continuous professional development relevant to the role.

Knowledge and Skills:

• Excellent communication and interpersonal skills.
• Proven operational management skills.
• Strong commercial acumen.
• Ability to think and act strategically.
• Well-developed understanding of operational processes and procedures.
• Highly organised with proven ability to multi-task and work under pressure.
• Excellent people management skills, with proven ability to get the best out of people.
• Collaborative team player, fosters constructive and positive relationships
• Highly efficient, self-starter, capable of working alone and as part of a team.
• Demonstrates a high level of accuracy with excellent attention to detail.

Working Hours:

·       Permanent, Full Time Role – 9am-5pm Monday to Friday

Location:

·       This role is located in our National Office in Rathfarnham, but travel will be required to our other sites in Wicklow, Longford and Mallow on a regular basis.

Application Process:

Please apply including a CV and cover letter to recruitment@dspca.ie

Ref: National SPCA – National Director of Operations

Application closing date:

This description has been designed to indicate the general nature of and the criteria required to perform this function. It will be subject to regular review with the post holder and the CEO.

The NSPCA is an equal opportunity employer and does not discriminate against individuals on the basis of gender, age, race, colour, nationality, ethnic or national origin, religion, marital status, family status, sexual orientation, disability or membership of the travelling community.