Get documents about "ART1717 Business Services Performance Manager Grade LN ov 2011
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Role Profile
September 2011
Role Title: Business Services & Performance Manager
Reporting To: CTH Director
Role Purpose: To support the Director and Heads of Service with operational delivery
and performance management improvements, whilst leading the
formulation and implementation of new polices and procedures,
performance management and monitoring systems,
To take organisational lead in establishing, setting, reporting and
monitoring contract performance To develop the delivery of the
highest possible level of service to residents of CTH, through resident
engagement, communication, and business analysis and
benchmarking.
Key accountabilities Key elements
Management and Lead on the development of CTH’s corporate strategies with the
leadership involvement of stakeholders and contribute to Network Housing
Group’s strategies and forward planning.
Responsibility for producing the CTH service plan with clear targets
and performance indicators.
To analyse, interpret and implement changes in respect of
information received via the Leadership Factor.
Work with the senior and middle management teams to ensure tasks
are delivered on target.
Lead on all regulatory as well as internal and external
inspections/audits and co-ordinate each review with the appropriate
service managers.
Develop and monitor Service Level agreements with the Network
Group for services delivered by the Group
Prepare and present Board papers as required.
Lead and manage audits and monitor recommendations are
implemented
Financial Ensure all budgets (Community Involvement Team, Service
Management Development Team and Information and Community Team) are set to
reflect the needs of the business, monitored and managed on a
monthly basis with clear plans on how to tackle any under or over
spends ensuring a balanced budget by the year end.
Role profile Performance and Business Improvement Manager August 2011
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People Management To lead the department, ensuring its effectiveness through CTH’S
performance management system
To manage staff and undertake all supervision duties including one
to ones, performance appraisals, personal development plans, team
meetings and sickness reviews.
To ensure that training and development needs are identified within
the teams, to assist in the provision and arrangement of training and
monitor its effectiveness.
To ensure that all duties and activities are undertaken within the
standards, processes and procedures set by CTH, the Network group
or statutory regulators.
Establish an effective performance management framework for CTH
Service that is linked to strategic and operational objectives.
Development,
performance Responsibility for monitoring performance on all services within CTH
Management, including benchmarking; and responsibility for identifying any poor
Business analysis performance and ensure prompt action is taken to rectify service
and best practice deficiency.
Responsibility for ensuring spot checks, audits, investigations and
surveys to test the quality of service delivery are carried out.
Responsible for the effective management and monitor of internal
and external contracts.
Responsibility for ensuring performance information and satisfaction
levels are analysed and interpreted to identify gaps in service
delivery and areas for improvement, and report to senior managers
and the Board, proposing options for change and targets for
improvement.
Identify and implement policy changes as required, assessing the
impact on processes and procedures throughout CTH.
Design and produce training materials, user manuals and other
material required for the successful implementation of new initiatives,
and deliver briefings and training to the Board, managers and front
line staff.
Responsibility of the design, development and review of business
processes and procedures, for all the teams that are accessed via
the web.
Lead and manage audits and monitor recommendations are
implemented.
Lead and coordinate the completion of statutory returns.
To contribute to CTH strategy, business planning and risk
Role profile Performance and Business Improvement Manager August 2011
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management as part of the Operational Manager’s Group.
Recommend and develop policies and procedures to improve
efficiency.
Prepare and present reports/ statistical returns to CTH management
team, CTH Board, governing bodies and clients
To lead on best practice, benchmarking and continuous
improvement for CTH.
To co-ordinate all PI data including KPIs and present this to various
audiences including Board, management team and tenants.
Resident Lead, manage and monitor all forms of Resident Participation
engagement and co- ensuring compliance with legislation, good practice and corporate
regulation guidelines.
Lead, manage and monitor key performance Indicators on resident
participation and customer satisfaction.
Ensure that officers work with residents’ groups and ensure they are
kept informed of performance, improvements and cost issues.
Ensure that residents are involved in service planning and major
projects and to encourage user comments on services to assist
improvement.
Responsibility for developing and supporting the formal and informal
structures. Developing good practice in resident involvement.
Ensure customer satisfaction is measured in services and reported
to management teams with proposals to improve satisfaction levels.
Responsibility for the development and implementation of resident
participation and community development strategies and liase with
service Heads on matters relating to community development and
involvement.
Responsibility for the funding arrangements for residents
associations. Ensuring accountability of resources and monitoring of
residents’ associations in respect of the formal recognition criteria
and funding conditions.
Work with all teams to ensure there is sufficient and effective
resident input to service/contract provision/agreements and develop
partnerships with outside agencies supporting resident groups and
monitor involvement.
Ensure capacity building within communities to enable local
representation generally and specifically to ensure that the needs of
minority communities are met.
Ensure the participation of community representatives with both
formal and informal structures.
Role profile Performance and Business Improvement Manager August 2011
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Design and produce training materials, user manuals and other
material required on resident participation issues to residents, staff
and other groups as necessary.
Ensure that residents have an understanding of the involvement
structures through effective publicity.
To liaise with Community Trust and the Community Centre to deliver
the best possible services to residents.
Contract Monitoring Responsible for the contract management, development, monitoring
and Performance and validation of Key Performance Indicators for services provided
Co-ordination by internal and external service suppliers.
Lead on the development of key criterions for the measurement of
contractors’ performance in line with contract requirements.
Communication
Responsibility for the internal and external communications
structures for CTH and ensure all communications are branded and
quality controlled.
Lead, manage and monitor the internal complaints process seeking
to reduce the number of complaints made and ensuring all
complaints are dealt within the targets set and are quality controlled.
Lead, manage and continuously develop both CTH’s Internet and
Intranet sites. Ensuring that both sites are up to date, relevant and
are quality controlled.
To lead on communications with residents and the wider community.
To contribute to and collate the CTH news and manage its
production through external consultants.
To oversee improvements to the CTH website.
Ensure that communication with residents and customers coming
from this team is consistently attentive, clear, respectful, open and
solution-orientated.
Contacts - external/internal
Community Trust Housing residents
Members of the Joint Estate and Street Panel (JESP) and JESP sub-groups
Stockwell Park Estate Community Centre
Members of the Community Trust Housing Board
Community Trust Housing staff team
Managers and staff across Network Housing Group
External contractors
Local Authorities
Other external contacts as needed
Role profile Performance and Business Improvement Manager August 2011
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Role related knowledge, skills and experience at entry
Educated to degree level
Proficient in use of main frame computer systems and general software applications
Comprehensive knowledge of housing management and relevant legislation
Experience of managing staff
Ability to lead, manage and motivate team
Able to deal with challenging and difficult customers
Experience of developing and monitoring performance
Strong administration and system skills
Experience of presenting at events for internal and external audiences
Ability to manage a range of conflicting deadlines
Able to attend out of hours meetings on occasion.
Competencies
Initiative: Thoughtful about what needs doing and willingness to take new ideas forward.
Results focus: sets high work standards for self and demonstrates drive to meet targets
Customer orientation: desire and willingness to address the needs of internal and external
customers, seeking continually to improve quality & standards of excellence.
Communication: able to convey information clearly, accurately and convincingly through
speech and/or in writing. Able to interact warmly and effectively with residents.
Teamwork: contributes actively to a working environment, in which colleagues work co-
operatively with each other, accepting collective responsibility.
Planning & Organisation: prioritises, organises & schedules activities & resources to ensure
achievement of results.
Respect for all: demonstrates awareness of cultural and community diversity and sensitivity to
the needs and feelings of other people.
Responsive to change: Receptive to the need for change and adaptable to changing work
demands and conditions.
Influencing and negotiating: builds relationships to maintain business need, applies
planned discussion and bargaining to achieve the desired effect.
Role profile Performance and Business Improvement Manager August 2011
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