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Performance and Improvement Manager
2 months ago
Job Purpose:
The post holder will act as the lead on business performance reporting and performance management. The role is responsible for all regional required and statutory business performance reporting, and the analysis of data and trends regarding the provision of services and business performance against agreed operational service area standards, and will manage a team of specialists who track and interpret performance results and indicators.
The post plays a major role in supporting the development of services to customers through the design, development and leading of improvement projects as part of the BSO Review Implementation Programme, generating support for change and providing expert support and advise.
Job Description:
* The post holder will play a lead role in facilitating the developing of services to support Business Growth, Governance, Risk and Performance organisation wide, providing specialist professional support to develop and proactively work towards delivering the Organisation’s corporate objectives.
* They will need to keep abreast of all new and on-going business developments to identify and progress quality and improvement initiatives and implement planning processes at an early stage in all plans and strategies.
* Proactively work with managers, taking the lead role in the development of quality initiative plans ensuring the organisational structure of the Directorate is the most appropriate to meet the current and future demands, and is reflective of the strategic direction of the Directorate / Organisation.
* The post holder will take a lead role in designing and developing relevant tools, templates, and processes to promote consistency with internal / external customers.
* Provide management support to workstreams specific to the SP&CE Directorate as part of the BSO review.
* Collaborate with BSO Service areas to identify service provision requirements to support service delivery that is fit for purpose.
* Support the development of new Service Level Agreements and/or variations to existing Service Level Agreements to ensure all services provided are accurately reflected and costed.
* Monitor existing SLA’s within appropriate areas and provide reports on activity to key stakeholders and to BSO senior officers.
* Manage a team of specialists who track and interpret performance results and indicators.
* Develop and deliver relevant training as required to all staff.
If you wish to apply or would like more information, please email your CV in Microsoft word format to Caroline Parker by clicking on the link below by Friday 30th August 2024. You must also include a bullet pointed synopsis at the top of your CV demonstrating how exactly you meet the Essential Criteria below:
Essential Criteria:
Applicants must, by the closing date for applications, have:
EXPERIENCE/QUALIFICATIONS
1a) A University Degree or relevant professional qualification and have 3 years’ experience working in a Customer Service/Performance Management/Contract Management role at middle to senior management level in a major complex organisation which clearly demonstrates:
* A strong track record in performance management and reporting.
* Experience of developing services to support Business Growth, Governance, Risk and Performance.
* Analysis data to identify improvement areas and develop insight into performance results and trends.
OR
1b) 5 years’ experience working in a Customer Service/ Performance Management/Contract Management role in major complex organisation, 3 of which must be working at middle to senior management level which clearly demonstrates:
* A strong track record in performance management and reporting.
* Experience of developing services to support Business Growth, Governance, Risk and Performance.
* Analysing data to identify improvement areas and developing insight into performance results and trends.
2. Have a minimum of 12 months experience managing change or improvement initiatives that support larger organisation transformation.
3. Have a minimum of 2 years’ experience working with a diverse range of internal and external stakeholders in a role which has delivered against challenging performance management programmes contributing to the successful implementation of organisational level goals.
4. Experience of Microsoft office in a workplace environment including Word, PowerPoint and Excel to support high level reporting for a wide range of audiences and the ability to analyse and interpret complex data.
5. Hold a current full driving licence which is valid for use in the UK and have access to a car on appointment. This criteria will be waived in the case of applicants whose disability prohibits driving but who have access to a form of transport approved by The Organisation which will permit them to carry out the duties of the post.
SKILLS/ABILITIES/KNOWLEDGE
6. Demonstrate experience of the design, development and management of improvement / change initiatives to support strategic objectives.
7. Ability to analyse a wide range of facts and information to include policy and legal information and clearly communicate this to a range of key stakeholders, providing insights and options for improvement.
8. Demonstrate experience of managing / developing engagement strategies to support effective service delivery.
9. Ability to manage ‘business as usual’ activities whilst supporting wider organisational change initiatives.
10. An understanding of Business Planning processes, performance management and contract management
Desirable Criteria:
1. Evidence of implementing a Customer Engagement Strategy.
2. Qualified in the Scottish Improvement Leader (ScIL) programme or willing to obtain this qualification.
Further Details:
* Hourly Rate: £26.06
* Duration: 1 month (possible extension)
* Hours: 37.5 pw
* Location: Belfast
If you wish to apply or would like more information, please email your CV in Microsoft word format to Caroline Parker by clicking on the link below by Friday 30th August 2024.
Applicants must ensure their CV is accurate and up to date. The CV should include your full employment history inclusive of dates, all academic achievements and full personal contact details.
Please note only applicants that match this criteria can be considered for the role.
Apple Recruitment Services is acting as an Employment Agency in relation to this vacancy. Apple Recruitment Services is an Equal Opportunities Employer
