Performance Manager

Job responsibilities

In this role, you are accountable for:

Leadership

1. Leads on operational strategy and business planning processes to ensure that the service continues to develop to meet customer, client, and stakeholder requirements.
2. Working with the ESR Transformation Programme Lead - Optimisation to ensure that the business planning process meets the needs of the service, translating the strategic aims into an operational plan with clear targets and objectives.
3. Be responsible and act as an escalation point across the service, identifying where key decisions are required, being comfortable with a high level of accountability but also being able to identify where you need to escalate to ESR Transformation Programme Lead - Optimisation.
4. To offer strong leadership to support the ESR Transformation Programme Lead Optimisation across all aspects of the service delivery and business priorities. Working with SMT colleagues to identify synergies and other opportunities.
5. The post holder will develop operational structures in collaboration with the ESR Transformation Programme Lead Optimisation ensuring operating models are continuously effective.
6. Anticipates the key issues to critical business success. Identifying opportunities for improvement, generating ideas and solutions that add value to the business and contribute to the delivery of service plans.
7. Attend and or present to any forum necessary in line with the responsibilities of the Performance Manager.
8. Deputise for the ESR Transformation Programme Lead Optimisation when required.

Delivery Management

1. Overall responsibility for achievement of all KPIs and internal performance measures that the Performance Manager leads on developing, with ESR Transformation Programme Lead Optimisation agreement, so that they stay relevant.
2. Ensure that the service operational responsibilities are met, in line with Sponsor and Commissioner agreements (Service Level Agreements, Memorandums of Understanding, Data Sharing Agreements etc.), and all legal and statutory frameworks.
3. Identifies where improvements in performance are needed and works collaboratively across the service to identify appropriate interventions in a timely fashion to ensure delivery is maintained.
4. Ensures that effective planning is in place across the service to meet current and future demands and that plans are aligned to both internal and external demands.
5. Ensures all areas of service delivery are compliant with legal and statutory requirements and takes responsibility for the management of operational Risk and Issue in line with corporate policies.
6. Ensures there is a robust and highly developed recruitment, training and retention plan that helps ensure NHSWOS has the right resource in place to meet demand and customer needs, while remaining within agreed budget.
7. Ensures the operational resource structure is fit for purpose and develops this structure where needed ensuring support from the ESR Transformation Programme Lead Optimisation and any consistency design panels within the NHSBSA.
8. Working closely and effectively with Digital and Products Teams to deliver new and continuous improvements aligned to the needs of all our customers.
9. Ensuring that digital developments are progressing in line with service ambitions and roadmaps. Ensuring that effective and collaborative working is in place with all internal teams and external stakeholders. Where interventions are needed to resolve issues, a pro-active approach is taken.

People Management & Wellbeing

1. The post holder must be enthusiastic and compassionate about the people within our workforce to provide the best working environment possible and ensure we enable and support staff to develop themselves to high standards, while maintaining an excellent work-life balance.
2. To continually invest in and develop our people, by supporting the use of personal development plans, career pathways, career coaching and the Our Way Ahead Programme.
3. Treats everyone fairly, valuing, and respecting diversity. Be a role model to your team and peers.
4. Deliver action plans and other pro-active measures to address opportunities from staff survey results.
5. Supporting engagement activities at a local level and aligned with organisational initiatives to promote the NHSBSA as a great place to work.
6. Responsible for the line management of direct reports in line with corporate people policies. This includes, but is not limited to appraisal, absence management, disciplinary and grievance processes, performance monitoring, and management and personal development plans.
7. Be a champion and role model for wellbeing, Equality and Diversity, as well as encouraging all to live the CARE values.
8. Handles solving problems at work issues including disciplinary and grievance and has authority to dismiss, if necessary, and hear appeals. Supports own and wider business areas in leading formal employee relations activities, i.e., investigations, grievances and disciplinaries, acting as panel chair in final outcome meetings.
9. Enable managers personal development and training requirements to be supported, to ensure that the skills and competencies required for the management roles are continually reviewed and improved.

Customer Experience & Service Improvement

1. The post holder must be enthusiastic about delivering the best customer service possible and will always be striving for improvement. This passion should be infectious and create a creative environment where we can find new and innovative ways to improve the experience people have of our services.
2. The post holder will drive the development of measures to demonstrate a true reflection of customer experience. These measures will be effective and transparent and provide clear insight into the view of our customers.
3. Develop and enable processes to embed a continuous improvement (CI) culture within the operational teams, while allowing ownership at staff level and develop mechanisms for staff suggestions to help shape the service. Ensure any benefits from CI activities are captured and made visible to the service.
4. Takes a lead role for operational delivery in project and programme boards when required, to ensure the achievement of key project milestones and other targets are delivered and have support to be delivered with agreed parameters.
5. Collaborating effectively with Digital Teams and Product Teams to deliver ongoing and regular improvements across all digital services, particularly relevant in the Workforce Recruitment Systems environment where delivery of a roadmap is key to success.
6. Work with Project and Programme managers where needed to ensure all projects are being delivered effectively and reporting into Project Review Boards (PRB).

Data & Insight

1. Has ownership of all operational reporting and signs off all reports prior to ESR Transformation Programme Lead Optimisation review and submission to corporate reporting suites or external clients.
2. Responsible for ensuring daily/weekly productivity reports across all NHSWOS are understood and acted upon to promote efficiency of service, invoking remedial action as required.
3. Feed into the development and continuous improvement of performance reporting and aligning to directorate priorities of maximising data opportunities in both short and long term, working effectively with data business partners.
4. Using data to drive improvements across the service, ensuring that we are maximising our data capabilities both now and in the future.
5. Responsible for ensuring action is taken on analysed management information relating to service performance.

New Opportunities & Growth

1. Ensuring that opportunities for growth and where new opportunities exist are explored and identified, building excellent relationships across NHS and Social Care, and beyond.
2. Responsible for ensuring any growth is aligned to service objectives and that we pursue the right opportunities.
3. Identify areas where growth of services/systems can be maximised and working across all relevant teams to maximise the realisation of these opportunities.

Stakeholders & Client Relationships.

1. Take ownership for resolving difficult and contentious issues with clients and other external stakeholders. Collaborating with appropriate teams across the service as both a support and escalation.
2. Ensuring that client organisations are engaged with effectively and the management of these relationships is appropriately designed utilising specialist teams and resources.,
3. In collaboration with the ESR Transformation Programme Lead Optimisation ensure all stakeholders, clients and sponsors are effectively engaged in the service where appropriate and that events and other activity is designed and delivered effectively.
4. Representing the service and presenting at national events where appropriate.

Communications & Marketing

1. Using extensive and highly developed knowledge of policy, service delivery and political sensitivities, to ensure communication from the Optimisation service is consistent, accurate and appropriate.
2. Works closely with Communications and Marketing team to develop communication strategies and plans to build and promote services.

Finance

1. Monitors and controls budget, while engaging regularly with the allocated Management Accountant, to ensure achievement of annual financial targets. Mitigating action used whenever possible to ensure achievement to plan.
2. Leads and directs the production of financial costing for inclusion in business cases/assessments for operational and policy changes that impact the division.
3. Ensures that costing models are regularly reviewed, and that income generation is maximised whilst ensuring any models are aligned to industry or best practice.

Personal Development

1. Responsible for creating their own SMART operational objectives in line with the NHSWOS business plan and vision, to be agreed with the ESR Transformation Programme Lead - Optimisation.
2. The post holder will be responsible for their own personal development.

Qualifications

Essential

• Degree level or equivalent qualification or significant relevant experience.
• Significant relevant senior management experience.

Desirable

• Professional or post graduate qualification in relevant field e.g., management or business.

Personal Qualities, Knowledge, and Skills

Essential

• Excellent verbal, written and presentation skills across a variety of audiences.
• Ability to work autonomously, taking decisions and actions in line with strategic aims and objectives with a high degree of responsibility.
• Ability to see and assess wider implications, considering impact and consequences, agreeing solutions for all issues.
• Ability to use discretion to make judgements involving highly complex data or facts which require the analysis, interpretation, and comparison of a range of options.
• Ability to interpret regulations and influence development of policy.
• Strategic management, leadership, and motivational skills, encouraging ownership and effective working relationships.
• Ability to handle highly sensitive or confidential information. Strong skills of tact and diplomacy.
• Comfortable working with conflicting priorities and able to focus on multiple priorities at the same time.
• Comprehensive understanding of accountability to clients and stakeholders, delivering an exceptional customer service experience.
• Creating reports, business cases and options appraisals.
• Well organised and able to work to tight deadlines, prioritising tasks and working on own initiative.
• Driving and managing change. Analysing and assessing how it impacts people and implementing plans to ensure people have the tools and understanding needed to adapt to brings.
• Proven contribution for high-level decision making.

Desirable

• Knowledge of the recruitment systems and processes across the NHS and key stakeholder groups.
• Knowledge of Quality Management Systems.

Experience

Essential

• Significant relevant experience in a senior management role where there are multiple KPIs/statutory targets to meet.
• Proven delivery of process and performance improvements within high impact service delivery at scale and pace.
• Significant experience of building productive and collaborative working relationships with internal and external stakeholders and clients in order to arrive at mutually acceptable solutions to business issues.
• Working in a matrix environment and across multiple teams and lines of reporting to ensure outcomes.
• Breadth of experience across a number of people management and employee relations activities with awareness of financial, legal, and organisational impact.
• Experience of managing budgets, understanding financial impact and influencing budget setting and business planning.
• Experience of working in a regulatory service with the ability to react/respond to legislation changes at pace and with structure.
• Significant experience in decision making at a senior management level.
• Experience in successful change management principles in an administration environment
• Experience of significant organisation re-design: including in-sourcing, out-sourcing, TUPE, redundancy etc. and understanding the impact thereof.
• Measuring and analysing customer and staff experience and implementing significant improvement to enhance satisfaction levels.
• Experience in ensuring customer feedback from insight and complaints is acted upon when there is an opportunity to improve.
• Lead on delivery of complex long-term projects with a good understanding of project management techniques.

Desirable

• Experience implementing Lean Systems Thinking principles or similar.
• Project management qualification and/or demonstrable experience.
• Knowledge of Agile and Digital development.

Certificate of Sponsorship

Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).

From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).