The General Manager is responsible for successfully directing and coordinating all activities in the franchise for growth and development of the business. Key functional areas include Marketing/Business Development, Client Satisfaction, Human Resources, and Scheduling as well as general office administration.
Primary Responsibilities: • Reflect the core values of Klipsch Senior Care (d.b.a. an independently owned and operated Home Instead franchise). • Develop and manage the annual franchise operational plan and budget. • Understand key business drivers that affect overall profitability and manage activities to optimize growth and margins. • Lead, mentor and motivate team to ensure key business metrics are achieved and primary tasks are completed accurately and timely. • Meet established critical business targets including:
o Hours of Care
o Net Revenue
o Caregiver Productivity • Manage outcomes of all departmental activities and direct changes that will drive achievement of operational goals. • Compile and communicate key monthly operational statistics. • Continually identify new and innovative ways to improve service levels. • Ensure an exemplary level of Client and Care Professional satisfaction. • Monitor, mediate and log Client service concerns; resolve issues. • Develop strong relationships with key referral partners within network. • Ensure Client/CP introductory meetings are being conducted per standard protocol. • Organize and maintain general office operations and procedures. • Ensure all home office standards, as well as other industry regulations, are adhered to at all times. • Conduct routine Team meetings to ensure effective communication and collaboration across functions. • Monitor performance; provide coaching & discipline as necessary. • Recruit, hire and train new staff as needed. • Monitor and optimize departmental capacity and overtime. • Maintain attendance records, schedules & time off requests to ensure appropriate coverage for regular business hours, after hours and holiday coverage. • Coordinate monthly calendars for Scheduling team and Weekend On-call. • Routinely audit staff documentation and On-call reports. • Continually develop best practices within the Care Professional hiring and training processes. • Monitor office expenditures; manage to annual budget.
Secondary Responsibilities: • Maintain and establish strong relationships with neighboring franchise owners. • Maintain and establish strong relationships with the Home Instead, Inc. Business Performance team. • Perform any and all other functions and responsibilities deemed necessary for the successful operation of a Home Instead franchise office.
Supervisory Responsibilities: • This position will be responsible for overseeing all of the functions performed by the office staff. Responsibilities include interviewing, hiring, and training employees, planning, assigning, and directing work; appraising performance, coaching employee's performance; problem resolution while seeking positive outcomes.
Knowledge, Skills and Abilities: • Must have an understanding of and uphold the policies and procedures established by Klipsch Senior Care, (d.b.a. an independently owned and operated Home Instead franchise) • Must demonstrate excellent oral and written communication skills and the ability to listen effectively • Must have the ability to work independently, maintain confidentiality of information and meet deadlines • Must have the ability to demonstrate effective interpersonal skills as well as sound judgment and good decision-making • Must demonstrate discretion, integrity, and fair-mindedness consistent with company standards, practices, policies, and procedures • Must have the ability to organize and prioritize daily, monthly, quarterly, and yearly work • Must have the ability to establish good working relationships with office colleagues, the franchise owner, Clients, and the community • Must have the ability to present a professional appearance and demeanor • Must have the ability to operate office equipment • Must have the ability to operate H.I. technology systems • Must have computer skills and be proficient in Word and Excel • Must be patient and congenial on the telephone • Must be able to perform duties in a professional office setting • Must be able to recruit quality Key Players
Education/Experience Requirements: • College degree preferred or equivalent work experience • Four to six years of related business experience or an equivalent combination of education and work experience may be considered • Must possess a valid driver's license