Join a dynamic and integral team that plays a key role in the success and growth of The Pet Vet surgeries. As a key member of this team, the successful candidate will have the opportunity to make a lasting impact by fostering a culture of excellence, innovation, and compassionate care. This is your chance to be a part of something truly special, shaping the future of veterinary care and creating a positive, thriving environment for both colleagues and customers alike.
Job Title: Area Manager
Location: Doncaster, Lincoln, Rotherham and Nottingham
Reports to: CEO / Head of Operations
Overall Purpose
As a key member of the surgeries' Central Support Team, the Area Manager plays a pivotal role in shaping workflows, resources, and culture within the surgeries. The role is centred on embedding The Pet Vet values and standards while driving a culture of continuous improvement. By empowering surgery colleagues to deliver exceptional clinical care, patient services, and customer experience, the Area Manager is crucial to maintaining a reputation for excellence.
The primary objective is to increase surgery efficiency, productivity, and growth, supporting the organization in achieving its vision: creating a happy, healthy, and stimulating environment for all colleagues, which ultimately contributes to sustainable profitability and future growth.
Key Responsibilities
Strategic Activity:
* Act as an ambassador to ensure all surgery teams align with The Pet Vet's purpose, values, and vision.
* Promote the strategic plan and drive a culture of continuous improvement and change management.
* Collaborate with surgery Heads to consistently deliver excellent patient care and create a positive working environment.
* Work with management teams to define resource needs as part of annual budget planning.
* Serve as the commercial expert, analysing business performance data to prioritise key clinical and customer service areas for improvement.
* Lead special projects and new ventures, as directed by the CEO.
People Management
* Oversee the proactive recruitment and onboarding of surgery colleagues, ensuring a seamless and exceptional candidate experience.
* Engage with surgery management teams to support the adoption of The Pet Vet values and workflows.
* Facilitate professional development for direct reports and ensure they do the same for their teams.
* Conduct quarterly 1:1 review with surgery heads to foster collaboration and positive performance.
* Work with the HR Business Partner to resolve performance issues in a timely manner.
* Develop a professional development pipeline in partnership with the HR BP and Head of Operations.
* Oversee locum utilization to ensure cost-effectiveness and value.
* Ensure training on new clinical equipment and procedures is aligned with a return on investment.
Operational Excellence
* Approve vet rotas in advance (at least 3 months), ensuring adequate staffing coverage and preventing sole charge situations.
* Ensure high standards of housekeeping, hygiene, and maintenance are maintained.
* Conduct monthly audits on customer service standards and report findings in CST meetings.
* Manage and report on surgery KPIs, including customer, clinical, and financial metrics.
o Recognize best practices, implement corrective actions, and track improvement initiatives.
* Supervise monthly stock takes, investigate variances, and manage inventory effectively.
* Support surgery teams in creating business cases for new equipment, products, or services.
* Collaborate with Central Ops to ensure smooth implementation of new protocols, products, or services.
* Ensure new surgeries and refits are operationally effective ahead of opening.
* Schedule and oversee monthly surgery meetings, ensuring proper documentation and follow-ups.
* Manage payroll and expenditure, ensuring alignment with surgery performance and investigating variances.
Customer Focus
* Investigate and resolve customer complaints locally, escalating when necessary.
* Monitor and respond to customer feedback (Google reviews, surveys, complaints) within 24 hours.
* Leverage positive feedback for marketing purposes and work with the Customer Experience Managers on local marketing initiatives.
* Ensure timely collection of non-insured debts and work to minimize outstanding debt.
KPIs
* Surgery turnover and contribution versus budget.
* Total debt vs. turnover percentage.
* Cost of Sales.
* Colleague engagement score.
* Average Google review rating.
Key Behaviours
* A proactive, results-driven approach with a “can-do” attitude, fostering high standards.
* Strong ambassador for change in a fast-paced environment, leading by example.
* Commitment to continuous personal development and CPD in line with The Pet Vet and RCVS requirements.
* Adherence to health & safety guidelines and ensuring compliance within the team.
* Exceptional organizational skills, with excellent attention to detail.
* Strong communication, influencing, and coaching abilities.
* Compassionate, empathetic, and resilient under pressure, with a focus on continuous improvement.
Skills And Capabilities
* Experience: Significant operations management experience in a veterinary or healthcare setting.
* Line Management: Proven track record of successfully managing teams.
* Commercial Acumen: Strong understanding of financial management, business analysis, and growth opportunities.
* Change Management: Demonstrated ability to lead change and improvement projects.
* Analytical Skills: Excellent attention to detail with the ability to identify emerging issues and opportunities.
* Creative Problem Solving: Ability to generate ideas and solutions to complex problems.
* Leadership: Strong leadership capabilities, including communication, negotiation, influencing, delegation, and coaching skills.,
We look forward to receiving your application #J-18808-Ljbffr