Download Job Description - networx Recruitment

Business Improvement Manager - £45K
Reports to: Director of Resources
This role will be responsible for initiating, facilitating and driving business and service
improvements in conjunction with service managers linked to procurement, performance
analysis, legislation and policy change, tenant scrutiny reviews; business development
initiatives; value for money exercises and service reviews.
You will be responsible for developing, supporting and enabling managers to effectively
implement service improvement and business related change programmes across GCH
including via external inspections, undertaking research, reviews of best practice and analysis of
customer feedback and benchmarking information as required, ensuring that services are
aligned with GCH’s Corporate Plan and business plan objectives and learning is shared.
You will be responsible for facilitating and participating in internal and external service reviews,
developing formal sharing agreements with partners across existing and proposed new
services, ensuring the implementation of resulting service improvements and recording value for
money results.
You will ensure comprehensive communications of all related Strategy ensuring it is embedded
across the organisation and delivered effectively. Examples include Procurement and Social
Value and Value for Money.
You will work with both the Executive and Senior Management Team, developing the
organisations annual value for money self-assessment, presenting and securing agreement
from the Board
You will lead all internal and external audit/validation processes on behalf of the company,
including the ISO quality management process and Customer Service Excellence, work with
relevant managers and staff to ensure quality audits are conducted effectively through trained
staff; supporting systems, processes, procedures and documentation are robust and in in place
and all statutory returns are completed.
You will be responsible for the ongoing development and implementation of GCH’s procurement
and social value strategy, ensuring that all procurement specifications are delivered within the
Financial and OJEU regulations, working with managers to ensure that partners, contractors
and professional services are effectively procured , in accordance with the GCH procurement
and social value strategy, ensuring effective and collaborative partnerships are in place and that
the benefits of Social value are fully exploited.
You will be responsible for managing and developing GCH’s performance management
framework, ensuring robust and effective performance management systems are in place and
are easily accessible for scrutiny and verification at any time including through Internal Audit or
external auditors.
What we need you to do
Contribute at SMT level to the effective operational and strategic management of the
organisation ensuring that we meet our business objectives within the Corporate Plan and
Business Plan, successfully deliver the eight tenant promises and achieve value for money.
Support EMT and SMT in the preparation of the GCH Corporate plan and lead on the
development of GCH’s annual delivery plan, working with managers to develop robust and
challenging service improvement plans.
Report all performance information; appropriately, accurately and expediently to key stakeholder
as required, monitoring and reporting on underperformance as it is identified and working with
managers and staff to ensure to continuously improve performance and quality on an ongoing
basis.
Ensuring GCH comply with current and future legislation, drafting, developing and maintaining
effective working systems, policies and procedures to ISO 9001 compliance and thereby
ensuring that the company achieves its objectives; meets and fulfills its statutory obligations.
Providing relevant professional and management support through formal and informal reports to
the GCH Board, Director of Resources, EMT, SMT, OMT as and when required, making
recommendations relating to service delivery, performance and continuous improvement to
support GCH’s strategic aims and business plans, taking a lead role in service improvement and
business change.
Develop strong and effective networks across a range of organisations and business areas,
identifying and sharing improvement opportunities and experiences with GCH managers and
staff and attending and presenting at key events to promote GCH business opportunities and
market sector reputation.
Work with managers and staff to ensure that Gloucester City Homes develops and procures
services which generate efficiency savings, secure value for money and exploit the benefits of
social value
Work with the EMT and SMT to further develop the strategic direction for the organisation in
terms of developing existing or new services, agreeing priorities and communicating clearly with
line managers to ensure effective implementation and monitoring arrangements are in place,
seeking out new opportunities which allow GCH to grow its business in new areas of operation
which is underpinned by its experience in delivering housing management.
Ensure GCH complies with current and future legislation, including drafting, developing and
maintaining effective working policies and procedures to ISO 9001 compliance and thereby
ensuring that the company achieves its objectives and fulfills its statutory obligations.
Work with EMT, SMT and frontline managers to regularly review and develop Strategies which
secure value for money.
Where you will ideally have come from
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A place where you have a strong track record of business related improvement
A place where you have delivered Housing or Property related services at a senior level
A highly customer focused environment
A highly performing housing organisation or similar
A learning organisation, with a focus on Lean thinking, best value services & continuous
improvement
What you are responsible for delivering:
Key Results Area
Expected End Result
Strong performance management systems and
culture, with a focus on continuous improvement in
the delivery of services and ensuring that effective
Quality Management Systems are in place and that
prompt action is taken to address under
performance .
Ensure that excellent services are delivered
in accordance with our 8 tenant promises
through a well-motivated, focused and
challenging team
Outcomes are measured in service
improvement and efficiency savings
Compliance with relevant audit frameworks, ensuring Continued attainment of key accreditations
clear processes in place with all staff aware of their and awards and GCH’s excellent reputation
responsibilities and requirements
Effective procurement of partners, contractors and Effective and collaborative partnerships are
professional services in accordance with the GCH in place and that the benefits of cashable /
procurement and social value strategy, whilst non-cashable effeiciencies; and Social value
maximising Social value opportunities.
are fully exploited
Successful partnerships and multi-agency
Ensure that strong partnerships are in place
networks in key and new service areas,
to provide excellent, inclusive, value for
establishing formal protocols and agreements to
money services to our tenants
deliver effective services for our customers and
which fulfill the company’s statutory and policy
obligations as well as providing opportunity for
new service development.
New initiatives and services to ensure that future Ensure that GCH is able to take advantage
business opportunities are appropriately considered of new business opportunities and to
ensuring the maximisation of income for the develop existing income streams.
organisation
Ensure Gloucester City Homes complies with all Ensure that GCH meets all its legal
relevant current and future legislation; drafting, obligations and staff are clear of their
developing and maintaining effective working policies responsibilities.
and procedures to ISO 9001 compliance. Ensuring
staff are kept up to date.
Lead and promote partnership working with our Ensure that GCH is aware of all risks and
residents, encouraging their active involvement in has puts measures in place to eliminate or
setting, monitoring and scrutinising our services to mitigate against them
shape future delivery.
Effective budgetary control and efficiencies
within the organisation, securing value for
money for the organisation at all times.
High quality reports to the EMT and stakeholders,
keeping them appraised of the organisation’s
performance and service delivery, new legislation
and policy reviews, ensuring that the Board
Members have sufficient information to enable them
to discharge their responsibilities effectively and as
required by the organisation.
Ensure that all budgets are effectively
managed and do not overspend.
Ensure that all stakeholders have accurate
and up to date information on which to base
strategic decisions
The Knowledge, Skills and Attributes we are looking for
Knowledge and Experience
 Substantial experience at senior management level within a relevant professional, postqualification environment, together with a relevant degree level qualification and membership
of an appropriate professional body.
 Professional understanding and experience of delivering statutory housing and/or property
services, together with proven track record of initiating, scoping and delivering service
improvements and change.
 Sound knowledge of relevant management and business change techniques such as lean,
six sigma, business process modeling & re-engineering
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Proven track record of managing resources, budgets and contracts with an ability to identify
and eliminate risks, ensuring value for money and the delivery of high quality services whilst
making sound financial judgements based on solid experience.
Proven experience of preparing procurement contracts or tenders in line with OJEU or within
a highly regulated environment.
Skills
 Ability to successfully manage complex projects, working within tight deadlines and budget,
whilst promoting stakeholder involvement at all levels
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Ability to understand and present technical information clearly and communicate matters
related to service improvement in a Property and Housing management context to a varied
audience
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Ability to draw logical and accurate conclusions from complex information whilst also
identifying sound and effective solutions to a variety of different problems.
A high level of ICT literacy with comprehensive knowledge of Microsoft products and a
commitment to the development of mobile working across frontline Housing services.
Ability to use a range of project and performance management related software and systems
including Microsoft project and Prince 2 methodologies
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Attributes
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Committed to the provision and ongoing development/improvement of high quality services
to meet the needs of customers, possessing a positive attitude to managing change
constructively and effectively
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Ability to work as part of a team, taking responsibility for clear communication and taking a
positive approach to managing change, resolving problems and providing support across all
teams.
Ability to challenge existing processes, introducing new approaches to improve the quality,
efficiency and effectiveness of processes and actively encouraging and supporting creativity
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Excellent communication and interpersonal skills with a strong customer focus and an ability
to understand the needs and perceptions of different client groups together with the ability to
develop successful networks and partnerships.
Ability to work on own initiative and to tight timescales
General
 Attend meetings and represent Gloucester City Homes at events outside normal office hours
as and when required
 Be able to travel within the City and other areas as required
GCH Competency Framework
Leadership and Accountability
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Motivates, encourages and supports managers and colleagues through involvement and
participation in decision making.
Listens and takes account of diverse views, praises achievement and celebrates success,
creating a climate of trust and collaboration across the organisation
Takes responsibility for own performance and ongoing development, sharing expertise
and supporting the development of others
Takes ownership of problems and works positively with others to resolve them, ensuring
that organisational targets and objectives are met.
Working in Partnership
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Acts as an ambassador for the Company
Encourages co-operation and collaboration, readily sharing ideas and information with
partners, building productive relationships with colleagues, individuals and
organisations.
Actively seeks to develop and enhance the network of contacts outside of the
organisation and encourages and supports others to do so.
Communicates effectively, seeking others input and valuing their contributions
Communication
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Communicates clearly and persuasively tailoring messages to the audience and using a
variety of channels to do so.
Actively listens to others people’s views and opinions, demonstrating empathy and
understanding when communicating with team members, staff and customers
Ability to influence others through negotiation, advice and persuasion
Ensures tenants and stakeholders are kept continuously informed and their expectations
managed effectively.
Delivering Excellence
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Develops a culture of creativity and innovation where problems and set backs are used
for learning and improvement
Constantly challenges existing practices and procedures and identifies ways to improve
services
Create an environment where people feel positive, valued and respected and feel
empowered to succeed.
Recognises opportunities for business growth and responds positively to new challenges