ESR Head of Operations and Development

Do you want to lead a national Operations and Development team responsible for delivery of the largest HR, Payroll and Learning management solution and service in the World?

Due to the planned retirement of the current postholder, there is an opportunity to become the Head of Operations and Development for the NHS Workforce Solution - leading on operational performance, development and establishment of solutions and services that transform the customer experience via modern fit for purpose systems. The postholder will ensure effective operational structures and performance management systems are in place to meet the current and future needs of national workforce services.

Interviews are expected to be held in late May 2024.

• The postholder will be the product lead for the strategic design (including alignment to national policy, legislation and user requirements) and operational delivery / performance of the national workforce service.
• The postholder will be required to form (with their team of Subject Matter Experts) a close working relationship with the Product Lead for the build of the future workforce solution.
• A key priority for the postholder is the ongoing service delivery, performance and development of the national workforce service and supporting programme activity for the future workforce solution.
• A key requirement is working with supplier teams to deliver agreed service outcomes - enabled by building constructive working relationships, trust and an environment that is 'best for service'.
• It is expected that the postholder works collaboratively with members of the NHS Workforce Services Team, NHSBSA Leadership Team and internal / external stakeholders to promote and achieve NHSBSA Workforce Services strategic ambitions, strengthening service delivery, customer service and organisational growth.
• As a senior member of the Workforce Service management team, the post holder will share responsibility for the achievement of the NHS Workforce Services vision, policies and the service improvement agenda and will be expected to actively seek new opportunities to enhance the reputation of the NHSBSA as a service provider of workforce solutions within the commissioned service areas.

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives.

Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow.

As one of the UK's Best Big Companies to work for, we're all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.

We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.

Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.

We are people connected to care.

In this role, you are accountable for:

• Supporting the ESR Director to achieve service, functional and development objectives.
• Working with the supplier of the services, leading and driving operational performance improvement across the NHSBSA Workforce Services to deliver a high-quality, cost-effective service.
• Accountable for setting and delivery of the strategic direction of the operational service, including supporting the delivery of benefits across the NHS and beyond through building a future proof business model that will be the foundation for strategic success (in line with the business case).
• Supporting the ESR Director on strategic business planning activities for the NHSBSA Workforce Services, translating the strategic direction and business priorities for the service into meaningful operational targets.
• Ensuring the on-going development and delivery of NHSBSA Workforce Services is in line with the agreements held under the supplier contract, and which meets performance standards as measured by KPIs.
• Responsibility for major policy implementation and policy or service development, which impacts on the NHSBSA Workforce Services.
• Ensuring the NHSBSA teams and supplier teams are working effectively including working in partnership to deliver operational and service targets whilst maintaining the appropriate contract performance/management and commercial integrity.
• Ensuring that the systems and processes utilised for service delivery are fit for purpose and working with teams and suppliers to ensure that systems requirements are delivered to the appropriate standard.
• Providing operational planning and leadership ensuring high quality and efficient delivery of the NHSBSA workforce systems which meet the needs of customers/users, achieving set and agreed standards and financial targets.

Operational Management & Service Delivery

• Undertake the operational management of the service, ensuring the effective implementation of national and local strategies and the delivery of service objectives in line with agreed KPIs and other services standards.
• Ensure that unplanned variation in service delivery (activity, income, expenditure, capacity, performance) is identified and appropriate, timely action taken.
• Responsible for the development, management and maintenance of data and information framework across the service. Ensure that framework is aligned to the directorate workforce data strategy and national workforce policy standards.
• Responsible for the development and delivery of data and reporting systems across the service and ensuring all data information and reporting is delivered.
• Work with the ESR Director to determine and implement the actions to be taken to ensure effective supplier engagement and contract management of 3rd party suppliers.
• Develop an effective and viable business plan for the service area ensuring that the plan is integrated with the overall directorate strategy for both income and expenditure. Working with the supplier, establish a system for business risk evaluation of service development.
• Responsible for the planning and operational budget management for the service, effectively managing this in accordance with NHSBSAs policies, standing orders and regulations, and keep the ESR Director informed of any financial issues arising.
• Develop a comprehensive and up-to-date business continuity plan for the service delivery area and ensure that team members are sufficiently trained and prepared to put it into action should it be necessary.
• Maintain appropriate professional relationships with suppliers ensuring that the transition from legacy systems to replacement systems has no negative impact on customer/user organisations, proactively communicating regularly with them to keep them informed of progress status, managing the resolution of any issues that arise and managing their expectations regarding service delivery.
• Responsible for budget (Current ESR Service to be updated in line with Business Case Change): Capital exceeding £1.5m per annum, Revenue exceeding £2.6m per annum.

Service Transformation (ESR Transformation Programme)

• Support the ESR Transformation Programme Director, as required and agreed, in the delivery of the Programme.

Service Development

• Through networking with the wider customer ecosystem and in keeping abreast of the emerging and changing landscape of people practices (and relevant policy changes required) ensuring that the service and its solution offerings remain fit for purpose. Identify areas for service delivery improvement and initiate and outline the scope of projects.
• Ensure that any service development encompasses any business case creation through to delivery where appropriate. Ensuring any change is aligned to directorate project review boards.
• To target growth through extending current uptake of the services. Aiming to maximise return on investment and delivery of business case benefits as well as supporting wider government through economies of scale. Aligning to opportunities to provide efficiencies across ALB environment, wider NHS, care sectors and beyond (subject to business case scope).
• Deliver an appropriate customer strategy which considers the customer needs in relation to all aspects of the service and ensure that the customer proposition is communicated to customers.
• Working with the supplier, implement a culture of service excellence within the service, working to embed the standards and behaviours needed to bring about lasting improvements in service delivery and deliver customer and user satisfaction.
• Ensure effective customer satisfaction measures are in place and regular insight is collected to ensure a high level of understanding exists to enable future enhancements and continuous improvement is aligned to customer/user and stakeholder expectations.
• Drawing from experience, expertise, and networks across the NHS, to ensure that the service benefits from relevant innovations and remains future proof and aligned to moving technology and best practice (within the scope of the business case and contracts). This will include working collaboratively across the NHSBSA teams.

People Management

• Accountable for ensuring the operating model remains effective and the recruitment and development of the service is in place. All relevant training and support are in place across the various teams so that colleagues across the service are fully supported.
• Supporting the ESR Director; to lead, motivate, inspire, and develop staff within the team to ensure that they can deliver responsibilities of the service, including undertaking appraisal, staff development and where appropriate progressing employee relations matters.
• Accountable for multiple teams across the service - supporting an effective matrix approach to achieve objectives, including working effectively with the supplier teams, NHSBSA corporate teams, and NHSBSA enabling services supporting the product and service development.
• Ensuring a culture exists within the service that is aligned to the NHSBSA goals and to promote equality throughout the service.
• Utilising staff survey results and other appropriate channels to promote a culture of openness and support across the service.
• Ensure that changes to service provision are actively managed through the provision of on-going coaching, support, knowledge, and advice to team members.
• Through constructive and timely communication, foster a climate of constructive employee and industrial relations.
• To provide professional leadership to operational staff at all levels throughout the service; manage and monitor the performance of staff in line with NHSBSA HR processes.
• Build and maintain appropriate professional relationships with key contacts within supplier, customer/user organisations and stakeholders, proactively engaging to keep them informed of service delivery performance outcomes, managing the resolution of any issues that arise and managing their expectations regarding service delivery and development.
• Proactively develop and maintain strong and productive relationships/partnerships with external strategic partners including the Department of Health and Social Care, other government departments, NHS England and other relevant partners.
• Deliver effective customer/user engagement in support of achieving NHSBSA Workforce strategic ambitions, understanding the needs and expectations of customers and being proactive in finding solutions to their requirements.
• Ensuring that opportunities for growth and new opportunities are identified, explored and where relevant, progressed.
• Responsible for ensuring any growth is aligned to service and NHSBSA objectives.

Leadership level responsibilities and accountabilities

• To ensure delivery against Key Performance Indicators and to provide comprehensive management information reports to the ESR Director.
• Share leadership responsibility for the formulation of the NHS Workforce Services strategy and service development programme; helping to translate the NHSBSAs strategic goals and priorities into meaningful operational objectives.
• Responsibility for reporting progress of service and demonstrating delivery, planning and strategic direction to relevant groups. This will include supporting the ESR Director and/or ESR Transformation Programme Director at NHSBSA Board, Audit and Risk Committee (ARC), Leadership Team, DHSC Steering group, and other senior channels, demonstrating the strategic importance of the national workforce service.
• Shared responsibility with other senior leaders within NHSBSA for overseeing systems used throughout the NHS Workforce Services directorate to ensure customer and staff safety is compliant with governance requirements and health and safety legislation.
• Respond to press and other media enquiries in an appropriate manner, as required.

• Ability to establish and maintain effective relationships quickly and across organisational boundaries
• Work at a strategic level developing new services to meet business need
• Achieve excellence through people and performance management
• Generate clarity and understanding through effective communications & engagement
• Strong leader and team player with good interpersonal skills and people management skills
• Confident in managing risk, handling sensitive and high-profile issues
• Confident in handling complex issues and decision making
• A flexible approach
• Ability to work collaboratively and motivate others to do the same
• Extensive knowledge of HR / Payroll systems and business processes within the NHS
• Comprehensive understanding of Oracle HRMS software, to a level enabling a robust challenge and appraisal of the operational impact of changes and/or developments to the solution
• Comprehensive understanding of the current (ESR) service requirements
• Comprehensive understanding of the future workforce solution service requirements
• Broad understanding of the NHS and related policies

• Knowledge and understanding of NHS HR working practices, evidenced by experience of workforce operational management challenges and workforce systems - operational delivery and development
• Experience of contributing to organisational strategy and translating that into service deliverables
• Budget management and control

• MCIPD membership or equivalent or appropriate relevant senior management experience