Tracy Viljoen

A dynamic and values-driven senior leader whose career in health and social care spans decades, bringing a depth and breadth of experience that few in the sector can match. My career is defined by a consistent track record of building high-performing teams, transforming service quality, and driving meaningful change within complex regulated environments. From frontline management to Director level, each career move has been a deliberate step forward, gaining breadth across homecare, care homes, workforce development, independent sector strategy, and consultancy.

I bring not only operational excellence but a genuine passion for person-centred care and leadership that inspires.

Live Our Values Enabler (LOVE Person) - Oakminster Healthcare Ltd

(2022-01)

In a unique and purposefully designed role, I champion the values, culture and people-first ethos of Oakminster Healthcare. Operating at the heart of the organisation's Training & Development function, I work across teams to embed values-based practice, drive staff engagement and ensure that the organisation's culture reflects the very best of compassionate care.

• Designs and delivers values-led staff engagement and development programmes
• Acts as a cultural ambassador, supporting continuous improvement in care quality
• Coaches and mentors staff at all levels to embed person-centred principles in everyday practice

Care Home Manager - Enhance Healthcare Ltd

(2021-05 - 2021-11)

Brought in to provide strong, experienced leadership for a significant residential and nursing care operation, I quickly made my mark. Managing a 90-bed residential/nursing home alongside a 40-bed younger adults unit, I stabilised operations during a particularly challenging post-COVID period and drove inspection performance from 2s to 4s and 5s within just six months.

• Led full regulatory compliance across both residential and younger adults units
• Improved Care Inspectorate inspection grades from 2 to 4s and 5s within 6 months
• Built collaborative relationships with all stakeholders including families, commissioners and regulatory bodies
• Managed and motivated multidisciplinary care teams through sustained COVID pressures

Freelance Health & Social Care Consultant - Self-employed

(2020-07 - 2021-05)

Drawing on decades of frontline and strategic experience, I offered specialist consultancy to health and social care providers. My work focused on service improvement, regulatory compliance, workforce planning and quality assurance, delivering practical, results-focused support to organisations navigating a rapidly changing landscape.

Director of Care Services Scotland - Grosvenor Health and Social Care Ltd

(2018-07 - 2020-03)

A pivotal career milestone, this Director-level role saw me take full strategic and operational responsibility for care services across Scotland. I founded and grew Balmoral Health and Social Care organically from inception in October 2018, scaling operations across five Health and Social Care Partnerships (HSCPs) within eighteen months.

• Grew Balmoral Health and Social Care from start-up to 4,000 hours per week with 250 care staff
• Successfully tendered for multiple Council framework contracts alongside private care provision
• Held full accountability for 4 Branch Managers, back-office teams, Trainers, SVQ Assessors and Employment Compliance
• Delivered services spanning elderly care, adults under 65, physical and learning disabilities, 24-hour care, palliative and end-of-life care

Project Lead (Temporary Contract) - Clyde Marine Training Ltd / Clyde Healthcare Ltd

(2018-02 - 2018-07)

Engaged on a targeted short-term contract to provide senior-level troubleshooting and improvement support to homecare services. This role showcased my ability to mobilise rapidly and deliver results in complex, high-pressure environments, rewriting policies and procedures and providing operational and training consultancy to staff.

Development Officer - Scottish Care

(2015-07 - 2018-02)

A strategic, sector-wide role that broadened my impact beyond individual organisations and into the independent care sector nationally. Working in alignment with the Scottish Government's nine National Outcomes and strategic commissioning frameworks, I supported 29 care homes and seven Care at Home and Housing Support providers to improve quality, outcomes and leadership.

• Used logic model methodology to evidence outcomes across a wide portfolio of providers
• Worked alongside the Quality Assurance team to support providers with declining Care Inspectorate grades
• Championed workforce development and leadership as core drivers of service improvement
• Enabled collaborative, integrated care delivery in line with national policy direction

Operations Manager - Bluebird Care (Glasgow & Edinburgh)

(2013-01 - 2015-06)

One of the most decorated chapters of my career, this Operations Manager role delivered outstanding results across two city franchises and brought national recognition. I drove forward a workforce engagement strategy built around the 'Lollipop Moments' leadership philosophy, resulting in SSSC national recognition, public speaking alongside MSPs, and a Queen's Garden Party nomination from First Minister Nicola Sturgeon for my contribution to the sector.

• Registered Manager during Glasgow branch's first-ever Care Inspectorate grade 6 (Excellent), sustained the following year
• Finalist: Manager of the Year and Trainer of the Year, Scottish Care Awards 2014
• Company finalist: Provider of the Year, Scottish Care Awards 2015
• Nominated by Nicola Sturgeon to attend the Queen's Garden Party in recognition of sector contribution
• Led workforce development and frontline engagement initiatives recognised nationally by the SSSC

Registered Healthcare Manager - Clyde Healthcare Ltd

(2012-03 - 2013-03)

Held full registered management responsibility for commissioned homecare services and a nursing agency, covering all regulated functions including service delivery, training, complaints management, quality assurance and workforce planning across the city of Glasgow.

Area Manager / Learning & Development Manager - Choices Care Ltd

(2004-05 - 2011-12)

A significant and formative phase of my career spanning over seven years, during which I progressed from Registered Manager of two local authorities (delivering 7,000 hours of care and managing approximately 400 staff) to Area Manager across North and South Lanarkshire, following a successful tender bid. When the company was acquired by a corporate group, I was selected to lead the national Learning and Development function, designing and delivering training across all Scottish branches for Care at Home, Housing Support and related services.

• Delivered 7,000 hours of commissioned care per week across two local authority areas
• Successfully managed North Lanarkshire tender and expanded operational footprint
• Transitioned into national L&D leadership role following corporate acquisition, reflecting trust in her expertise
• Designed and delivered training programmes across all branches in Scotland

Estate Agent - Your Move, Hamilton

(1999-07 - 2000-07)

Early career experience in a customer-facing, target-driven professional environment, developing strong interpersonal and negotiation skills.

Diploma in Social Work - Social Work

HNC - Social Care

SVQ Level 4 - Health and Social Care