Divisional Support Manager – Medivet Support Centre, Watford, Hertfordshire

We’re a community of passionate veterinary professionals committed to providing truly exceptional care. We’re set on building something extraordinary: creating the most forward-thinking and innovative place in the veterinary industry. We’re always looking for people who aspire to stand out in their field, and it’s this vision and enthusiasm that forms the foundation of how we work. Our mission to deliver progressive, around the clock care means our employees have the very best equipment and treatment options available, including in-house MRI machines and state-of-the-art operating theatres.

The Role

This is a busy and fast paced role where you will plan and manage the DSA Rota team ensuring that all our practices remain open and staffed appropriately. You will build and maintain excellent professional relationships with Locums, Locum Agencies and Regional Operations Directors.

Key Accountabilities

• Proactively oversee and manage personnel budgets for vet/nurse cover ensuring that the most cost-effective solution is found, whilst maintaining high levels of service and consistency in individual veterinary practices.

• Liaise with Regional Operations Directors & Divisional Operations Directors on a regular basis to communicate Rota issues and provide support within the network through proactive Root Cause Analysis.

• Complete regular reviews on all Rota processes followed by the DSA rota team to ensure the company is compliant whilst inefficient steps are eradicated.

• Engage with our rota management system company to recommend, scope and deploy modifications to improve systems user usage

• Responsible for DSA recruitment, induction, ongoing training and development.

• Shaping scope for evolution of future processes and structure, ensuring maximum efficiency of resource across the business.

• Establish targets for locums/zero hours workers hourly rates and monitor market conditions, so we can amend rates and agencies accordingly.

• Ensure the correct fees for locums are being applied and approval processes are followed.

• Approve holidays for the DSA team and ensure cover for when DSAs are absent (planned or unplanned)

• Agree and manage SLAs with locum agencies, as well as ensuring we are exploring new agencies continually.

• Ensure equal workload amongst DSA team • Ensure all 121’s reviews and target setting are completed within the company time lines

• Ensure all DSA colleagues are compliant and up to date with their mandatory learning

• Responsible for supporting with any HR issues in line with company policy and be a point of escalation where required.

• As part of your Leadership role you will be expected to deliver and maintain routine and ad hoc reports in an accurate and timely manner to include – Locum costs, Gap reports, KPI, SLA, DSA absence and holiday data and ensure practice closures are reported in a timely manner to the Divisional operations directors. In addition, you will be accountable for making sure your team respond to all telephone calls, queries and e-mails within the SLAs agreed and undertake any other appropriate tasks or escalations as requested.

Skills and Experience

• Very organised. Extremely efficient, proactive and with a clear sense of priorities.

• Must be analytical • Must deliver duties with great care, diligence and with confidentiality.

• Deliver excellent service, remain professional and be solution focussed.

• Must be good at influencing and persuading. Good at building working relationship with others and great at clear communication in a busy fast paced working environment

• Proficient in all Microsoft products, especially Excel

• A strong communicator who demonstrates strong influencing skills

• Excellent organisational skills – a planner who can ensure delivery within tight timescales

• Team player, working collaboratively with Regional Director, Area Managers and the other Divisional Support Administrators

• Previous experience of rota management systems would be an advantage

• Previous administration experience, ideally gained within a multi-site environment

• Able to work well under pressure

• Full UK Driving Licence to travel within the division when required


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