Transformation Director

2 months ago

London, United Kingdom La Fosse Associates Full time

This role will lead the planning and delivery of our clients Customer Management Service, which operates on a pan London basis, with over 1750 staff and a £100m+ budget.

**Accountabilties**:

- To shape and oversee the delivery of the Service, which is focussed on the delivery of appropriate first contact with the public through effective, efficient and high quality service delivery.
- To be the Senior Responsible Owner (SRO) for a transformation programme, successfully coordinating the portfolio of changes to the Service, in a complex, multi-stakeholder environment.
- To be accountable for the current and future Service Levels and KPIs. Working with operational leaders to identify improvement initiatives for first contact and to ensure that performance and impacts are monitored, managed and improved in line with strategicpriorities.
- To provide inclusive leadership and support to senior stakeholders.
- To appropriately manage high levels of risk in the Service and to ensure effective service delivery to the public.

Developing the Strategy:

- The Transformation Director will build on the current foundations and deliver the vision to transform the Customer Management Service, exploiting new technology and how they respond to the needs of the public
- They will support the client in developing and setting strategic direction and will be responsible for the changes required to realise this strategy.
- They will work closely with external partners to understand the needs of the public and appropriately manage risks and public confidence and anticipate and respond to new and emerging threats
- They will collaborate and networke beyond their organisation, building networks, delivering value for money to the tax payer and meeting the needs of the public.
- They will use process and technology to challenge the status quo.

People management accountabilities:

- Provide visible and supportive inclusive leadership, role modelling the values of the organisation to encourage and motivate teams in and outside of the Service.
- Deliver appropriate supportive and collaborative line management for direct reports
- Involve team members in cross-business / pan-London initiatives to broaden their experience and personal development.
- Identify and develop emerging talent and long-term capability for those with Director potential.
- Support the organisations Inclusion and Diversity strategy.
- Reports to the Management Board structures as appropriate.

**Knowledge, Skills and Experience**:

- Demonstrable experience of successful senior leadership and delivery of significant transformation of a Customer Management Service (including technology-enabled) in a complex and dispersed public or private organisation.
- Previous knowledge of Operational legislation / statutory requirements across a customer management; control centre / or similar operational environment.
- Demonstrable experience delivering a public engagement strategy and policy development (ideally including using customer insight to drive decision-making) in a large, complex, multi-stakeholder environment.
- Demonstrable complex portfolio and risk management experience, including robust planning and dependency mapping, benefits tracking and realisation and reporting to enable informed governance of multiple programmes at a strategic level in a disciplined way.
- A record of accomplishment in leading and inspiring diverse teams, fostering an inclusive environment, building engagement, and delivering change through others. Proven people manager/leader with demonstrable evidence of creating inclusive, high-performingteams.
- Experience in leading change within an Operational Service, minimising impacts and achieving business benefits.
- Excellent customer-facing skills with experience in developing enduring strategic relationships.
- Experience operating credibly at Board-level and with senior stakeholders, negotiating solutions and enabling successful delivery.
- Experience managing budgets above £100m and ensuring appropriate controls and assurance are in place across the full range of accountabilities.
- Extensive operations management and leadership experience with a record of delivering improved operational performance in a fast-moving, high-demand, contact centre / customer management environment.
- Experienced influencer and negotiator with previous exposure to successfully influencing internal and external stakeholders, including managing public bodies and trades union relationships.

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