Head of Operations

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Head Of Operations, Western Bay Alliance

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Introduction

WeBA brings together an Alliance of Barod, Kaleidoscope, Adferiad, The Wallich and key commissioning partners—four respected organisations with more than a century of combined experience delivering substance use services across Swansea, Neath and Port Talbot (SNPT). Each partner contributes specialist expertise, deep local knowledge, and a proven commitment to high-quality, person-centred support. Together, this Alliance forms a deliberate, strategic partnership designed to meet the ambitions of the Alliance Mandate and contribute to system-wide transformation. The Head Of Operations will need to work with key stakeholders and commissioners across public services including Swansea Council, Neath Port Talbot County Borough Council, South Wales Police and Crime Commissioner, HM Prison and Probation Service, South Wales Police and Swansea Bay University Health Board (SBUHB). The Head Of Operations will need to work closely with SBUHB, as the lead of clinical services within the Alliance, ensuring close collaboration and integration with health services. Collaboration with all key stakeholders is key to ensure integrated pathways and high-quality care.

This collaboration is built on our shared belief that the complexity of need within substance use services requires a unified, integrated response. By bringing together our collective strengths and specialist knowledge, we are creating a service that is more effective, more responsive, and better equipped to deliver improved outcomes for the communities we serve.

The Head Of Operations is a pivotal appointment within this new model. In effect acting as the Chief Operating Officer for WeBA, the postholder will work across two interconnected levels: the core bidding partnership of Barod, Kaleidoscope, Adferiad and The Wallich, and the wider Alliance of commissioned providers, strategic partners, and stakeholders who contribute to the delivery of WeBA services. The role requires navigating and integrating these relationships to ensure that the WeBA model functions as a coherent, well-governed system. We are seeking an inspiring, organised, and strategically focused leader who can support transformation and maintain high-quality, aligned delivery across the wider WeBA Alliance.

Our vision is ambitious and rooted in collective responsibility and shared decision-making. The Head Of Operations will embed this vision across partners and stakeholders, nurture strong professional relationships, and foster a “people-first” culture where staff feel empowered to deliver compassionate, innovative, and high-quality support.

Role Summary

The Head Of Operations holds strategic and operational responsibility for coordinating, leading, and assuring delivery across the WeBA Alliance. The role ensures that Alliance activity is safe, effective, person-centred, and fully aligned with WeBA values, trauma-informed principles, governance requirements, and local strategic priorities.

While day-to-day delivery is undertaken by partner organisations and service managers, the postholder retains overarching accountability for system performance, financial integrity, governance, risk, quality assurance, and workforce leadership. The role provides visible, values-led leadership across the partnership, supports collaborative decision-making, and drives continuous improvement across the substance use delivery system in Swansea, Neath and Port Talbot.

Role Profile

The Head Of Operations leads the effective operation of the Alliance Management Team (AMT) and supports the Alliance Leadership Team (ALT) to make informed, evidence-based decisions. The role ensures governance structures are robust, financial and performance systems are functional and transparent, and communication across the Alliance remains clear, consistent, and aligned to shared priorities.

Working closely with commissioners, providers, people using services, and Swansea Bay University Health Board (SBUHB) clinical and operational leads, the postholder maintains oversight of performance, risk, resources, and service development. The role holder will need to ensure compliance with all relevant legal, regulatory, and contractual requirements, including data protection, equality, safeguarding, and employment law. The role promotes a unified culture, encourages innovation, and ensures the WeBA Alliance remains a collaborative, learning system.

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Head Of Operations Responsibilities

Leadership

Provide strategic leadership that brings Alliance partners together around a shared purpose. Promote a trauma-informed, collaborative, and values-led culture. Establish and maintain governance and programme management structures that support effective delivery, innovation, and managed change.

Performance, Finance and Contract Oversight

Ensure the Alliance fulfils its contractual obligations and delivers strong performance across all areas. Oversee financial stewardship alongside finance leads, maintaining transparent reporting to the ALT and commissioners. Lead monitoring and system-wide performance frameworks that drive accountability, risk management, and continuous improvement.

Service Management and Quality

Maintain oversight of day-to-day operations across the Alliance, ensuring safe, compliant, and person-centred service delivery. Shape operational policies and procedures, ensure quality standards are upheld, and support service improvement across partner organisations.

Partnerships, Networking and Communication

Act as a central point of contact for the Alliance, developing strong relationships with providers, commissioners, Swansea Bay University Health Board (SBUHB) colleagues (including relevant service and clinical leads), and wider system partners. Support effective joint working and clear interfaces between clinical and non-clinical components of the model, including alignment with agreed care pathways, information-sharing arrangements and clinical governance requirements. Ensure communication aligns with Alliance principles and strategic priorities. Champion meaningful engagement and co-production with people using services and frontline teams.

Workforce Leadership

Provide leadership and oversight to the WeBA workforce, supporting staff capability, wellbeing, and development across partner organisations. Promote a unified culture across the delivery system and ensure effective structures for supervision, values-based practice, and professional development.

Role-Specific Responsibilities

• Lead and coordinate the Alliance Management Team and support Alliance Leadership Team governance.
• Monitor and report on Alliance performance, outcomes, and risks.
• Maintain oversight of financial planning, delegated spending, and budget monitoring.
• Develop and maintain operational policies, service models, and quality frameworks.
• Strengthen partnerships across the substance use system, housing, mental health, and criminal justice sectors.
• Ensure consistent implementation of the Alliance communication strategy.
• Embed co-production and engagement with people using services.

• Identify opportunities for innovation, enhanced system collaboration, and service improvement.

• Work collaboratively with Swansea Bay University Health Board (SBUHB) service and clinical leads, and other relevant stakeholders, to support integrated service delivery, agreed clinical pathways and effective clinical governance arrangements across the Alliance.

Essential Qualifications and Experience

• Significant leadership experience within a relevant service area or multi-agency environment.
• Experience managing complex services, programmes, or systems across partnership or commissioned settings.
• Strong understanding of safeguarding, risk management, and quality assurance.
• Experience leading service improvement, transformation, or cultural change.
• Ability to provide operational and professional oversight to senior leadership groups.
• Full driving licence and access to a vehicle (reasonable adjustments considered).

Desirable Qualifications and Experience

• Relevant professional qualification.
• Leadership or management qualification.
• Experience in substance use, health, social care, housing, or third-sector settings.
• Experience of partnership working with commissioners, APBs, or regulatory bodies.
• Experience preparing for or contributing to audits, inspections, or assurance processes.
• Welsh language skills (spoken and/or written).

Skills, Competencies and Attributes

• Strong strategic leadership and decision-making capability.
• Excellent communication, influencing, and relationship-building skills.
• Ability to inspire, support, and motivate a diverse workforce.
• Analytical skills and ability to interpret performance and quality data.
• High levels of professional judgement, integrity, and accountability.
• Ability to manage complexity, competing priorities, and change.
• Commitment to equality, diversity, inclusion, and trauma-informed practice.

Performance Indicators

• Delivery of safe, effective, and high-quality services across the Alliance.
• Achievement of agreed performance measures and outcomes.
• Robust management of risk, safeguarding, and service quality.
• Workforce stability, engagement, and capability.
• Positive feedback from people using services, partners, and regulators.
• Evidence of system-wide improvement and innovation.

Our Values and Culture

WeBA promotes an inclusive, values-driven culture centred on dignity, fairness, and co-production. We empower people using services and support our workforce to thrive. We are committed to creating a diverse and equitable workplace where everyone feels valued, respected, and supported, and where our services reflect the communities we serve.

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An excellent working knowledge of the Substance Use, Mental health, Housing and Care and Support sectors

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Successful at fundraising / tender writing in the third sector

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Staff management and leadership experience

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A strong background covering multiple organisations and the ability to manage a varied workload

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Assessment

Experience of networking and liaising with agencies in the voluntary and statutory sector.

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Experience of managing large scale change

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Experience of planning and monitoring budgets

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Experience of working on promotional and marketing campaigns/material.

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Experience of developing strategies, policies and procedures

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Experience of report writing

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Experience of contract management

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Educated to degree or equivalent

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Certificate

Knowledge of statutory procurement procedures

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Project Management background with experience of any framework (Agile, MSP, PRINCE2)

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Leadership and management qualification

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IT skills

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An expert communicator (verbal and written) with the ability to make solution focused decisions quickly and confidently

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A proven record of ability to liaise and negotiate and influence acrossa wide range of organisations

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A continuous improvement mindset, with focus on improving existing processes to maximise ‘best for people’ outputs

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Ability to work on own initiative and without day-to-day supervision

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Ability to navigate and inspire confidence and motivation to joint goals across different organisations

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Ability to prioritise, manage and organise a varied and demanding workload

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Ability to promote the Alliance and influence a wide range of individuals and external contacts

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Ability to coordinate and support development of plans and services

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Ability to ensure processes for quality and equality impact assessment are in place for supporting change.

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Ability to develop and utilise systems for risk management and mitigation

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Demonstrates the Values & Principles of the Alliance

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Collaborative, coaching Leadership style

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Energetic, enthusiastic, with a “can do” attitude

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Able to influence “without authority”

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Goal orientated, problem solver

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Demonstrating resilience and the ability to work under pressure.

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Able to make and maintain trusting professional working relationships with clients, suppliers, funders and colleagues

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Able to complete tasks to a high quality, and to set high standards for others

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Commitment to partnership and collaborative working

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System thinker

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Possession of a current valid driving licence and access to own transport

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Willingness to occasionally work outside normal office hours

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